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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 |
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| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM, American Management Association,
[2017]
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- 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
- 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