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Transform Customer Experience : How to achieve customer success and create exceptional CX /
Your customers are your future. Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them' By mapping their journeys, identifying potenti...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Milton, Qld. :
John Wiley and Sons, Inc. : Wiley,
2019.
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- Intro; TRANSFORM CUSTOMER EXPERIENCE; Contents; Foreword; About the author; Acknowledgements; Introduction; Chapter 1 Customer experience today; Meet the new customer; The informed customer; The flighty customer; The connected customer; Customer expectations; Personalisation; Mobility; Sociability; Self-care; Consistency; Ease and effort; Timeliness; Empathy; Empowerment; Help; Complaints; Adapting to the age of the customer; Chapter 2 Your CX strategy; Collaboration and coordination; Service innovation; Tackling emotion; Creating a CX ecosystem; Building blocks of a CX strategy
- Customer analysisAnalysing the environment; Best practice and metrics; The finished CX strategy; Chapter 3 Building a CX culture; Cascading from the board and C-suite; The CX leader; The CX champions; Core values; Engaging stakeholders; Mix it up; Keep everyone in the loop; The art of listening; Be proactive rather than reactive; Measure and reward performance; Get ownership; Support your people; Empower your people; Give your customers a seat at the table; Culture tips from CX experts; Celebrate success; Chapter 4 Personalising the experience; Segmenting customers by demography
- Segmenting customers by buying patternsSegmenting customers by value; Identifying persuadable customers; Customer personas; Chapter 5 Customer journey mapping; Ideas for customer journey maps; The name and description of the interaction; Customer personas; Triggers; Stages and steps; Touchpoints; Transitions; Other parties; Customer sentiment; Moments of truth; Points of pain; Points of delight; Metrics; Timeline; Eric's fridge purchase; Assembling your journey map; Gathering data; Preparing your map; The evolving map; Chapter 6 Omnichannel CX; Redrawing the retail map
- Groceries: getting out of the slow laneFinding new channels a home; Social media; Mending broken channels; Chapter 7 Customer success metrics; Voice of the customer program; Customer-centric data collection; Knowing your customers; Choosing your data; Customer experience measures; Customer satisfaction (CSAT); Loyalty and Net Promoter Score (NPS); Customer Effort Score (CES); Other CX measures; Staff performance metrics; Employee engagement and NPS; KPIs; Operational and channel metrics; First contact resolution vs next issue/contact avoidance; Other operational and channel metrics
- CX channel assuranceFinancial metrics; Metrics in practice; Customer success metrics summed up; Chapter 8 Insights into action; Chapter 9 Stories from CX experts; The successes; The failures; Chapter 10 The future of CX; Changes in the channels; Technologies to augment CX; Artificial intelligence (AI) and robotic process automation (RPA); Internet of Things (IoT); Robotics; Micro-location; Geofencing; Drones; Augmented reality; Intelligent kiosks and emotion detection; Digital wallets; Gamification; 3D printing; Data and analytics; Co-creation; Customer feedback and insights; Operations
- CX futures
- thoughts from the experts