The experience-centric organization how to win through customer experience
Is your organization prepared for the next paradigm of customer experience, or will you be left behind? This practical book will make you a winner in a market driven by experience, enabling you to develop desirable offerings and standout service to attract loyal customers. Author Simon Clatworthy sh...
| Otros Autores: | |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Beijing :
O'Reilly
[2019]
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| Edición: | First edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009631034506719 |
Tabla de Contenidos:
- The what and why. The experience-centric organization
- Five steps to becoming experience-centric
- The structure of the experience-centric organization: the wheel of experience centricity
- The core behaviors of the experience-centric organization
- Organizing for experience centricity
- The how. Starting with the experience
- Experiential translation: from experiential DNA to customer experience
- Experience fulfillment: designing the experiential journey.
