Measuring Customer Experience
How to Develop and Execute the Most Profitable Customer Experience Strategies
(Sprache: Englisch)
Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how...
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Klappentext zu „Measuring Customer Experience “
Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.
Inhaltsverzeichnis zu „Measuring Customer Experience “
1. CX: the origins and importance for your business 2. CX strategies and management practices 3. The 5 dimensions of CX management 4. The 3 types of CX management practice 5. Linking practices to profitability 6. Your CX management balance sheet: where are you and where do you want to be? How to get from A (current state) to B - a step-by-step approach. 7. The devil is in the details - only what get measured gets managed 8. Best practice versus next practice 9. Concluding thoughts
Bibliographische Angaben
- Autor: Philipp Klaus
- 2015, 1st ed., 166 Seiten, Maße: 21,6 cm, Kartoniert (TB), Englisch
- Verlag: Palgrave Macmillan
- ISBN-10: 1349477346
- ISBN-13: 9781349477340
Sprache:
Englisch
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