Crafting customer experience strategy : lessons from Asia /

Crafting Customer Experience Strategy: Lessons from Asialooks at how Customer Experience Management can be vital in providing a competitive advantage for businesses. This is essential reading for marketing scholars and practitioners looking for insights into improving their customers' experienc...

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Bibliographic Details
Call Number:Libro Electrónico
Other Authors: Popli, Sapna (Editor), Rishi, Bikramjit, 1978- (Editor)
Format: Electronic eBook
Language:Inglés
Published: Bingley, UK : Emerald Publishing Limited, 2021.
Edition:First edition.
Subjects:
Customer relations > Asia.
Consumer satisfaction > Asia.
Relationship marketing > Asia.
Consommateurs > Satisfaction > Asie.
Marketing relationnel > Asie.
Sales & marketing management.
Business & Economics, Customer Relations.
Consumer satisfaction
Customer relations
Relationship marketing
Asia
Electronic Book
Online Access:Texto completo
Table of Contents:
  • Chapter 1. The What, Why and How of Customer Experience; Sapna Popli and Bikramjit Rishi Chapter 2. Getting into the Customer's Shoes
  • Customer Journey Management; Bikramjit Rishi and Sapna Popli Chapter 3. Emotions -The Essence of Customer Experience; Irfan A. Rizv and Sapna Popli Chapter 4. Recipe for a Great Customer Experience
  • The three voices; Ashita Aggarwal Chapter 5. Technology and the Future of Customer Experience; Vandana Srivastava; Sanjeev Kishore and Deepika Dhingra Chapter 6. Customer Experience By Design or By Accident; Smitha Girija and Devika Rani Sharma Chapter 7. Breaking Corporate Silos
  • Making Customer Experience Work; Anindita Banerjee Chapter 8. The Business Case for Customer Experience; Meena Bhatia and Pankaj Priya Chapter 9. Customer Experience: A Business to Business Context; Dinesh Sharma and Sumanjit Dass Chapter 10. Customer Experience Management
  • The Road Ahead; Sapna Popli and Bikramjit Rishi.

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