Customer experience for dummies
Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online re...
| Otros Autores: | |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Hoboken, NJ:
Wiley
c2015.
Hoboken, New Jersey : [2015] |
| Edición: | 1st edition |
| Colección: | --For dummies.
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| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628686706719 |
Tabla de Contenidos:
- Title Page; Copyright Page; Contents at a Glance; Table of Contents; Introduction; About This Book; Foolish Assumptions; Icons Used in This Book; Beyond the Book; Where to Go from Here; Part I: What Is Customer Experience?; Chapter 1: Basic Training: Customer Experience Basics; Eight Steps to Creating a Great Customer Experience Program; Step 1: Developing and deploying your customer experience intent statement; Step 2: Building touchpoint maps; Step 3: Redesigning touchpoints; Step 4: Creating a dialogue with your customers; Step 5: Building customer experience knowledge in the workforce
- Step 6: Recognizing and rewarding customer experience done wellStep 7: Executing an integrated internal communications plan; Step 8: Building a customer experience dashboard; Little Things Matter More Than You Think; Avoiding the "Low-Hanging Fruit" Approach; Defining Who Owns the Customer Experience; The Ultimate Competitive Advantage; Chapter 2: Dollars and Sense: The Financial Impact of Customer Experience; Follow the Arrows! The Business Logic Path; Heavens to Bestie: Making the CFO Your BFF; A High-Level View of the Benefits of Excellent Customer Experience
- Metric System: Key Customer MetricsAnalyze This: Using Correlation Analysis; Sheer Perfection: Using Customer Experience to Mold the "Perfect Customer"; That'll Cost You: The High Price of Poor Customer Experience; Chapter 3: Identifying Customer Experience Killers; Three Universal Actions That Kill Customer Experience; The know-nothing ninja; The shuffling assassin; The ownership killer; Battling an Inside-Out Perspective; "They're All Crooks!" Overcoming Negative Perceptions of Your Industry; Adapting to Changing Consumer Expectations; Eleven key customer expectations
- Comparing experience and expectations across industriesChapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments; Strike Three: The Three Main Reasons Good Customer Relationships Go Bad; Avoiding Behaviors that Send Customers Running; Being rude; Having negative phone manners; Ignoring complaints and inquiries; Failing to listen; Shuffling customers; Why Ask Why? Diagnosing Customer Service Problems with the Five Whys; You Say Tomato, I Say Pareto: Using Pareto Analysis; Self-Diagnosing Your Company's Customer Experience Problems; Questions about personnel
- Questions about processes and technologyQuestions about customers; Questions about financials; Part II: Creating Awesome Customer Experience; Chapter 5: The Anger Games: Dealing with an Angry Customer; Avoiding Angry Customers from the Get-Go; A Tale of Three Airlines; Ramping up; Lightening up; Calming down; Planning for Effective Resolution; Taking the RESOLVED Approach; Respond to the person who is upset; Empathize and apologize; Seek to solve the problem; Open your mind to the customer's proposed solution; Listen intently; Verify the solution; Execute the solution; Document the problem
- Handling an Escalated Confrontation
