Автор: Arikan, Akin, Название: Customer experience analytics : ISBN: 1032370769 ISBN-13(EAN): 9781032370767 Издательство: Taylor&Francis Рейтинг: Цена: 4592.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: An unprecedented guide to user experience (UX) analytics, this book closes a mission-critical skill gap and enables business professionals in a digital-first world to make smart, effective, and quick decisions based on experience analytics.
Автор: Arikan, Akin Название: Customer Experience Analytics ISBN: 1032370777 ISBN-13(EAN): 9781032370774 Издательство: Taylor&Francis Рейтинг: Цена: 19906.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: An unprecedented guide to user experience (UX) analytics, this book closes a mission-critical skill gap and enables business professionals in a digital-first world to make smart, effective, and quick decisions based on experience analytics.
Автор: Torres, Edwin N. Название: Customer Service Marketing ISBN: 036720892X ISBN-13(EAN): 9780367208929 Издательство: Taylor&Francis Рейтинг: Цена: 19906.00 р. Наличие на складе: Поставка под заказ.
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
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."
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.
Описание: Bridget Brennan, CEO of Female Factor, shows readers how to beat competitors and grow overall market share by applying the fundamentals of creating a customer experience that appeals to the most powerful consumer decision makers: women.
Автор: Aliekperov, Adyl Название: The Customer Experience Model ISBN: 0367478250 ISBN-13(EAN): 9780367478254 Издательство: Taylor&Francis Рейтинг: Цена: 7961.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: For any company, defining the most efficient marketing concept to create a competitive customer experience (CX) is vital for sustained development. The focus of this research is the creation of a comprehensible practical approach to the development of client experience: the ustomer Experience Model (CXM).
Автор: Aliekperov, Adyl Название: The Customer Experience Model ISBN: 0367513641 ISBN-13(EAN): 9780367513641 Издательство: Taylor&Francis Рейтинг: Цена: 3367.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: For any company, defining the most efficient marketing concept to create a competitive customer experience (CX) is vital for sustained development. The focus of this research is the creation of a comprehensible practical approach to the development of client experience: the ustomer Experience Model (CXM).
Описание: Lead your organization with a customer experience vision that captures the voice of the customer and empowers employees to improve how they develop, market and sell your products and services.
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.
Описание: Three customer experience experts provide executives and senior managers with cost-effective, sustainable methods for creating a superior customer experience--which generates heightened profitability in the age of rapid information flows and expanding customer expectations.
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