The customer experience edge : technology and techniques for delivering an enduring, profitable, and positive experience to your customers /

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Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies; this book brings you practical and proven ways to create your customer experience programs and overall business strategies. --

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autores principales: Soudagar, Reza, Hildebrand, Volker (Autor), Iyer, Vinay (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : McGraw-Hill, ©2012.
Temas:
Consumer satisfaction.
Customer relations > Management.
Customer services > Technological innovations.
Consumer Behavior
Consommateurs > Satisfaction.
Service à la clientèle > Innovations.
Commerce.
Business & Economics.
Marketing & Sales.
Business and Management.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Customer experience : the new competitive battleground
  • Customer experience in the new normal
  • The four essentials of profitable customer experience
  • Case study: "Grocer moves shopping to the palms of customers? hands"
  • B2B customer experience: different animal, same spots
  • Case study: "Focus on customer success yields substantial cost savings at synopsys"
  • Making it happen
  • Throwing out the old playbook
  • Mini profile: "Cardinal health transforms customer experience with a cross-company service system"
  • The new customer experience recipe
  • Mini profile: "Through engagement and interaction, the lego group plays well with customers"
  • A fresh look at the top and bottom lines
  • Technology : the core ingredient
  • The underlying foundation for the customer experience edge
  • Case study : customers, not cars, now drive auto importer?s strategy
  • Adding disruptive technologies to advance the game
  • Case study: "Cementing customer bonds"
  • It as the catalyst of ce transformation
  • Sustaining the "wow"
  • Ten on-ramps to the customer experience freeway
  • Measures of success
  • Emerging economies : exporting profitable customer experience
  • Mini profile: "Customer experience at akbank surpassed only by turkish bank?s growth"
  • The future of customer experience
  • Action items for the customer experience edge
  • Afterword: customer experience edge in action at SAP.

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