Customer Experience Management in the Caribbean (eBook)

Concepts, Case Studies and Challenges

Leslie-Ann Jordan, Anne P. Crick (Herausgeber)

eBook Download: EPUB

2024
160 Seiten
CABI (Verlag)
9781800626799 (ISBN)

Infos

In light of the shift from service and satisfaction to loyalty and retention, Customer Experience (CX) is vital, involving all interactions with a brand. Success demands planning, training, data use, tech adaptation. Caribbean context explored, discussing theories, cases, challenges, trends shaping CX's future impact.

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Diving into the evolution of Customer Experience this text offers an insightful exploration of the paradigm shift from customer service to Customer Experience (CX) within the Caribbean context. Unveiling the dynamics of CX's influence on satisfaction, loyalty, and business profitability, this book delves into strategic planning, employee development, data-driven decisions, and emerging technological trends, and it fills a crucial gap in the literature with:

- An array of Caribbean case studies;
- Enhanced theoretical concepts and a deep appreciation of customer experience management in the Caribbean;
- References of best practices to address critical issues affecting the delivery of a quality customer experience.

Scholars and practitioners within customer service, services marketing, customer experience management and customer relationship marketing in the retail hospitality and tourism, financial, health care and education sectors will find this a valuable resource on CX's transformative power in this region and beyond.

Produkt-Details

• Erscheint lt. Verlag: 26.9.2024
• Co-Autor: Paul Anderson, Elaine Commissiong, Noel M. Cowell, G. Anthony Ferguson, Koen Hietbrink, Jacqueline Huggins, Michelle McLeod, Candice Petgrave, Juliana Samuel, Trevor A. Smith, Tiersa Smith-Hall, Evora Mais Thompson, Sumit Verma, Nadane Y. Wright
• Verlagsort: Oxford
• Sprache: englisch
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
• Schlagworte: Customer Experience • customer experience in Caribbean • Customer Experience Management • Customer Lifetime Value • Customer Management • Customer Relationship Management • Customer Relationship Marketing • Customer Satisfaction • customer service in hospitality • digital transformation in service • experience economy • experience economy in the financial sector • good service in tourism • service culture • Service Excellence • service leadership • tourism in the Caribbean
• ISBN-13: 9781800626799 / 9781800626799