Customer Experience For Dummies (eBook)

Roy Barnes, Bob Kelleher (Autoren)

eBook Download: EPUB

2014 | 1. Auflage
368 Seiten
John Wiley & Sons (Verlag)
978-1-118-75604-1 (ISBN)

Infos

Gain, engage, and retain customers with positive experiences

A positive customer experience is absolutely essential to
keeping your business relevant. Today's business owners need to
know how to connect and engage with their customers through a
variety of different channels, including online reviews and word of
mouth. Customer Experience For Dummies helps you listen to
your customers and offers friendly, practical, and
easy-to-implement solutions for incorporating customer engagement
into your business plans and keep the crowds singing your
praises.

The book will show you simple and attainable ways to increase
customer experience and generate sales growth, competitive
advantage, and profitability. You'll get the know-how to
successfully optimize social media to create more loyal customers,
provide feedback that keeps them coming back for more, become a
trustworthy and transparent entity that receives positive reviews,
and so much more.

* Gives you the tools you need to target customers more
precisely

* Helps you implement new social and mobile strategies

* Shows you how to generate and maintain customer loyalty in
order to achieve success through multiple channels

* Explains how a fully-engaged customer can help you outperform
the competition

* Learn how to respond effectively to customer feedback

Your brand's reputation and success is your lifeblood, and
Customer Experience For Dummies shows you how to stay
relevant, add value, and win and retain customers.

Autor

Roy Barnes is one of the leading authorities on Customer Experience Design and Performance Management. He has more than 25 years of experience delivering world class results in both the for-profit and non-profit sectors. Bob Kelleher is the author of Employee Engagement For Dummies and the Founder of The Employee Engagement Group.

Inhalt

Introduction 1

Part I: What Is Customer Experience? 5

Chapter 1: Basic Training: Customer Experience Basics 7

Chapter 2: Dollars and Sense: The Financial Impact of Customer Experience 17

Chapter 3: Identifying Customer Experience Killers 29

Chapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments 47

Part II: Creating Awesome Customer Experience 63

Chapter 5: The Anger Games: Dealing with an Angry Customer 65

Chapter 6: Good Intentions: Identifying Your Customer Experience Intent 83

Chapter 7: Channeling Your Inner Magellan: Mapping Your Customer's Journey 95

Chapter 8: Experience by Design: Designing a Captivating Customer Experience 111

Chapter 9: So Emotional: Eliciting an Emotional Response from Your Customers 127

Part III: Essential Enabling Elements 141

Chapter 10: Plan Up: Redesigning Your Touchpoint Program in Four Weeks 143

Chapter 11: Can We Talk? Managing Customer Feedback and Fostering Dialogue 167

Chapter 12: Building Customer Experience Knowledge in the Broader Workforce 185

Chapter 13: Assembling and Managing Your Customer Experience Team 197

Part IV: Making it Stick 219

Chapter 14: Creating Your Customer-Centric Culture 221

Chapter 15: Measure Up: Measuring Performance 239

Chapter 16: Making the Most of Measures: Key Customer Experience Metrics 259

Chapter 17: Initiatives, Projects, and Programs Oh My! 277

Part V: The Part of Tens 293

Chapter 18: Ten Ways to Improve Your Experience Delivery 295

Chapter 19: Ten Key Qualities of Awesome Customer Experience Advocates 301

Chapter 20: Ten Tools to Track Your Customer Experience Program's Performance 309

Chapter 21: Ten(ish) Great Books for Boosting Customer Experience 321

Index 327

Produkt-Details

• Erscheint lt. Verlag: 29.10.2014
• Sprache: englisch
• Themenwelt: Sachbuch/Ratgeber ► Beruf / Finanzen / Recht / Wirtschaft ► Wirtschaft
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
• Schlagworte: Business & Management • Marketing & Sales • Marketing u. Vertrieb • Wirtschaft u. Management
• ISBN-10: 1-118-75604-5 / 1118756045
• ISBN-13: 978-1-118-75604-1 / 9781118756041