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What customers crave : how to create relevant and memorable experiences at every touchpoint /
What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM, American Management Association,
[2017]
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a Webb, Nicholas J., |d 1958- |e author. | |
| 245 | 1 | 0 | |a What customers crave : |b how to create relevant and memorable experiences at every touchpoint / |c Nicholas J. Webb. |
| 264 | 1 | |a New York : |b AMACOM, American Management Association, |c [2017] | |
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| 500 | |a Includes index. | ||
| 588 | |a Description based on print version record. | ||
| 505 | 0 | |a Cover; CONTENTS; ACKNOWLEDGMENTS; PART ONE: WHAT YOU NEED TO KNOW ABOUT THE CUSTOMER EXPERIENCE; CHAPTER 1: The Advent of "Exceptional" Customer Service; CHAPTER 2: Bring Home the Bacon: The Value of Customer Types; CHAPTER 3: The Journey to Exceptional Customer Service Experiences; CHAPTER 4: Getting Down to the Nitty-Gritty: Why, Who, and What; CHAPTER 5: Innovating Excellence; CHAPTER 6: Innovation: A Collaborative Process; PART TWO: MAPPING YOUR CUSTOMER'S JOURNEY; CHAPTER 7: The Pre-Touchpoint Moment; CHAPTER 8: The First Touchpoint Moment; CHAPTER 9: The Core Touchpoint Moment | |
| 505 | 8 | |a CHAPTER 10: The Perfect Last Touchpoint MomentCHAPTER 11: The In-Touchpoint Moment; CHAPTER 12: Technology and the Future of Customer Experience; CHAPTER 13: Your Roadmap to What Customers Crave; END NOTES; INDEX; A; B; C; D; E; F; G; H; I; J; K; L; M; N; O; P; Q; R; S; T; U; V; W; Y; Z; CONNECT WITH THE AUTHOR; ABOUT THE AUTHOR; FREE SAMPLE CHAPTER FROM GET SCRAPPY; OTHER POPULAR AMACOM TITLES; ABOUT AMACOM | |
| 520 | |a What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success. Jam-packed with tools and examples, What Customers Crave helps you reinvent how you engage with customers. | ||
| 504 | |a Includes bibliographical references and index. | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 776 | 0 | 8 | |i Print version: |t What customers crave |d New York : AMACOM, American Management Association, [2017] |z 9780814437810 (hardcover) |w (DLC) 2016023108 |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9780814437827/?ar |z Texto completo (Requiere registro previo con correo institucional) |
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