| Description |
1 online resource (220 pages) : illustrations |
| Series |
Business Expert Press marketing collection |
|
Marketing collection.
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| Contents |
Part I: What do organizations miss on today? -- The nagging questions -- Big research findings -- Evidence from independent research -- The psychological explanation -- Part II: What organizations need to do tomorrow-the seven business practices for emotional connection -- Practice 1: Aim your design on building an emotional connection and a feeling of a relationship with customers -- Practice 2: Take into account that customers are not aware of their inner drivers -- Practice 3: Include emotions in your research -- Practice 4: Be deliberate about the emotions you want to evoke and how to evoke them -- Practice 5: Aim for the same emotions in the employee experience -- Practice 6: Make your customer experience program sustainable -- Practice 7: Aim your brand at making an emotional connection -- Part III: The tomorrow of CX management and how to get there -- The problem with digital transformation today -- AI and the future of customer experience -- The rise of customer science teams |
| Summary |
"What are the emotional and subconscious drivers behind your customers' behavior? Do you have a science and data-based strategy to drive this in the direction you want? In The Big Miss: How Businesses Overlook the Value of Emotions, Zhecho Dobrev reveals how organizations are frequently deceived by customers and fail to act on what they fail to notice-thus are missing the biggest driver of profitable customer behavior! His extensive research shows that emotions are the key drivers of customer behavior, yet few organizations have a strategy to evoke specific emotions based on science and data. Does yours? Behind every business problem, there is a customer problem! This book will change how you think about customer behavior and challenge you to harness the business power of emotions."-- Provided by publisher |
| Bibliography |
Includes bibliographical references and index |
| Subject |
Consumer behavior.
|
|
Customer services.
|
|
Emotions.
|
|
Success in business.
|
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Emotions
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Customer services
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Consumer behavior
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Success in business
|
| Form |
Electronic book
|
| ISBN |
9781637422571 |
|
1637422571 |
|
