The customer experience edge : technology and techniques for delivering an enduring, profitable and positive experience to your customers

The customer experience edge technology and techniques for delivering an enduring, profitable and positive experience to your customers

“This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It’s more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You’ve spent way too much...

Descripción completa

Detalles Bibliográficos
Autor Corporativo: Books24x7, Inc (-)
Otros Autores: Soudagar, Reza, author (author), Hildebrand, Volker & Iyer, Vinay, author
Formato: Libro electrónico
Idioma:Inglés
Publicado: New York, New York State : McGraw-Hill Education 2012.
Edición:1st edition
Materias:
Consumer satisfaction.
Customer relations > Management.
Customer services > Technological innovations.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628394006719
Tabla de Contenidos:
  • Customer experience : the new competitive battleground
  • Customer experience in the new normal
  • The four essentials of profitable customer experience
  • Case study: "Grocer moves shopping to the palms of customers' hands"
  • B2B customer experience: different animal, same spots
  • Case study: "Focus on customer success yields substantial cost savings at synopsys"
  • Making it happen
  • Throwing out the old playbook
  • Mini profile: "Cardinal health transforms customer experience with a cross-company service system"
  • The new customer experience recipe
  • Mini profile: "Through engagement and interaction, the lego group plays well with customers"
  • A fresh look at the top and bottom lines
  • Technology : the core ingredient
  • The underlying foundation for the customer experience edge
  • Case study : customers, not cars, now drive auto importer's strategy
  • Adding disruptive technologies to advance the game
  • Case study: "Cementing customer bonds"
  • It as the catalyst of ce transformation
  • Sustaining the "wow"
  • Ten on-ramps to the customer experience freeway
  • Measures of success
  • Emerging economies : exporting profitable customer experience
  • Mini profile: "Customer experience at akbank surpassed only by turkish bank's growth"
  • The future of customer experience
  • Action items for the customer experience edge
  • Afterword: customer experience edge in action at SAP.

Ejemplares similares