Time is limited. Attention is scarce. Are you engaging your customers?
Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral?
Welcome to the Experience Economy, where businesses must form unique connections in order to secure their customers' affections--and ensure their own economic vitality.
This seminal book on experience innovation by Joe Pine and Jim Gilmore explores how savvy companies excel by offering compelling experiences for their customers, resulting not only in increased customer allegiance but also in a more profitable bottom line. Translated into thirteen languages, The Experience Economy has become a must-read for leaders of enterprises large and small, for-profit and nonprofit, global and local.
Now with a brand-new preface, Pine and Gilmore make an even stronger case for experiences as the critical link between a company and its customers in an increasingly distractible and time-starved world. Filled with detailed examples and actionable advice, The Experience Economy helps companies create personal, dramatic, and even transformative experiences, offering the script from which managers can generate value in ways aligned with a strong customer-centric strategy.
Описание: Transform your business by improving customer experience across the entire end-to-end value chain with this practical guide, including 100 tips and case studies from brands like Amazon, AirBnB and Uber.
Описание: The internationally bestselling author of The Starbucks Experience reveals how UCLA Health System achieves the highest levels of excellence--and explains how business leaders in any industry can get the same results
Автор: Dew Robert Название: Customer Experience Innovation ISBN: 1787547876 ISBN-13(EAN): 9781787547872 Издательство: Emerald Рейтинг: Цена: 6300.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies.
The Journey to WOW delivers deep and unique insights into creating fierce customer loyalty, and transforming an organization's culture into one obsessed with customer experience. It will resonate with anyone looking to improve their company's customer experience, and anyone who deals with customers -- from the newbie part-time employee to the corporate CEO.
The book examines the kinds of experiences we've all had as customers -- things that so many organizations seem blind to. Situations like the inability to actually talk with a human, impenetrable phone systems, frustrating processes and uncaring people. It drives home the reality that these flaws exist in every company, and that they are silent killers of sales and customer loyalty.
Most importantly, The Journey to WOW shows exactly how to start seeing the flaws in your company and what you can do to fix them. Its lighthearted business novel format will draw you in, then deliver more than a few surprising "ah-ha" moments. It will forever change the way you look at your business."
Описание: Develop the skills to design and implement a sustainable customer loyalty improvement programme in your organization and be rewarded with increased market share, improved sales and enhanced profitability.
Walden shows why most customer experience management fails to improve the customer's real experience and how to concentrate on the subjective emotional perceptions that drive the customer's actual "experience" rather than the quantitative service efficiency metrics gathered by most CX tools.
Customer experience management is not about managing every objective "experience" your customers have with you. It's about understanding, measuring and creating "experiences" that customers "value".
So while service and efficiency are wonderful things, they represent "business as usual"; the ticket to the game, the platform from which "experiences" are created not the experience itself
The message of this book is that businesses are at risk Their uber focus on efficiency is leading them to miss the chance to connect more closely with their customer base and deliver on the creative potential of their brand. They ignore the fact that technology is an enabler of the "experience" it is not "the experience". Customers are not data - they are people: living, breathing, contradictory, infuriating bundles of cognitive and emotionally-driven responses to stimuli.
"Experience" deals with how customers think, feel and behave - the things that motivate them to act which go beyond frequently forgettable efficiency. This means differentiating by providing new and better experiences based on a deeper understanding of what motivates customers to buy. To do that we must leave the objective, quantitative, world of quality management and enter the subjective, qualitative, world of customer's psychology.
Walden reboots our understanding of customer experience, showing us what it means, how to measure it, what we need to do to manage it and how we can gain financially from it.
Understand, measure, create and do - but first of all, understand.
Автор: Lafreniere, Daniel Название: Delivering fantastic customer experience ISBN: 0367346036 ISBN-13(EAN): 9780367346034 Издательство: Taylor&Francis Рейтинг: Цена: 3367.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people or installers.
Автор: P. Klaus Название: Measuring Customer Experience ISBN: 1349477346 ISBN-13(EAN): 9781349477340 Издательство: Springer Рейтинг: Цена: 4890.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: 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.
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