Building Great Customer Experiences

✍ Scribed by Colin Shaw, John Ivens (auth.)

• Publisher: Palgrave Macmillan UK
• Year: 2002
• Tongue: English
• Leaves: 241
• Edition: 1
• Category: Library

✦ Synopsis

This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.

✦ Table of Contents

Front Matter....Pages i-xvi
The customer experience tsunami....Pages 1-14
The physical customer experience....Pages 15-40
The emotional customer experience....Pages 41-62
The effect of organization, multi-channels and moments of contact on the customer experience....Pages 63-85
The implications of processes and systems on the customer experience....Pages 86-100
People: a key differentiator....Pages 101-116
The massive impact of leadership and culture on the customer experience....Pages 117-137
The customer experience is the embodiment of the brand....Pages 138-148
Managing your customer experience: the Customer Experience Pyramid™....Pages 149-165
Measuring your customer experience....Pages 166-177
Targeting: driving behaviours that impact your customer experience....Pages 178-192
Creating your customer experience strategy....Pages 193-209
The future of customer experience....Pages 210-214
Back Matter....Pages 215-224

✦ Subjects

Business Strategy/Leadership; Management; Marketing; Human Resource Management