| Description |
1 online resource (222 pages) |
| Contents |
Cover; Half Title; Title; Copyright; Dedication; Contents; Foreword; Acknowledgments; Introduction: What Is Customer Experience-and Why Is It Important?; Part 1 The Customer Experience Today and Tomorrow; Chapter 1 The Current State of Customer Experience; Chapter 2 Customers Want to Do Business on Their Terms; Chapter 3 The Growing Role of Technology in Customer Experience; Chapter 4 Cleaning Up a Mess of Big Data and Marketing; Part 2 Creating Knock-Your-Socks-Off Customer Experience: D.O.M.O.R.E.; Chapter 5 Design Something Special; Chapter 6 Offer a Strong Employee Experience |
|
Chapter 7 Modernize With TechnologyChapter 8 Obsess Over the Customer; Chapter 9 Reward Responsibility and Accountability; Chapter 10 Embrace Disruption and Innovation; Part 3 Designing the Customer Experience of Tomorrow; Chapter 11 The Six Rings of the Modern Customer Experience; Chapter 12 Culture, Vision, and Priorities; Chapter 13 Generational Customer Experience; Chapter 14 Making It Right With Your Customers; Chapter 15 A Focus on Quarterly Profi ts Kills Long-Term Growth; Conclusion; References; Index; About the Author |
| Notes |
Print version record |
| Subject |
Customer services -- Management
|
|
Customer services -- Management.
|
| Form |
Electronic book
|
| ISBN |
9781351694483 |
|
1351694480 |
|
