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Vinay Iyer Volk The Customer Experience Edge: Technology (Hardback) (UK IMPORT)
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eBay item number:305339618983
Item specifics
- Condition
- Book Title
- Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers
- Publication Name
- The Customer Experience Edge: Technology and Techniques for Deliv
- Title
- The Customer Experience Edge: Technology and Techniques for Deliv
- Format
- Hardcover
- EAN
- 9780071786973
- ISBN
- 9780071786973
- Publisher
- Mcgraw-Hill Education
- Genre
- Business & Economics
- Release Date
- 16/12/2011
- Release Year
- 2011
- Language
- English
- Country/Region of Manufacture
- US
- Item Height
- 1in
- Item Length
- 9.3in
- Item Width
- 6in
- Item Weight
- 16 Oz
- Publication Year
- 2011
- Topic
- Training, Customer Relations, Development / Business Development, Information Management
- Number of Pages
- 320 Pages
About this product
Product Information
"This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It's more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You've spent way too much time reading this endorsement. Read the book instead. It's so worth it." --Paul Greenberg, author of CRM at the Speed of Light "To differentiate yourself and delight your customers, you must manage your customers' experience with your goods or services, and your company. This invaluable book will show you why you must do this, and how to do it well." --Henry Chesbrough, author of Open Innovation and Professor at the Haas School of Business, University of California Berkeley "Technology advances are raising the human expectation of what an experience with a company can and should be. Finally, a book has been written that combines behavioral psychological, micro-economic, and technological considerations defining the customer experience edge." --Paul D'Alessandro, Partner, PricewaterhouseCoopers "As we move from Customer Experience 1.0 to Customer Experience 2.0, organizations and practitioners need a solid blueprint for success. Reza, Vinay, and Volker have created a clear and concise guide based on global best practices and proven principles. If you are ready to transform your organization, start by reading this book." --Lior Arussy, President, Strativity Group, and author of Customer Experience Strategy " The Customer Experience Edge is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified, or simply baked into business plans to improve or deliver an exceptional customer experience." --Deb Dexter, Customer Service Director, Cardinal Health About the Book: Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail--the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back--and that sets you apart from the competition. You need to seize The Customer Experience Edge. Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks--foundational and disruptive technologies. These are the authors' main fields of expertise, and these are what make the customer experience profitable. The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to: Develop products and services that are highly valued by customers Form bonds that keep clients from turning to competitors Transform customers into your best advocates It's a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.
Product Identifiers
Publisher
Mcgraw-Hill Education
ISBN-10
007178697x
ISBN-13
9780071786973
eBay Product ID (ePID)
17038257940
Product Key Features
Book Title
Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers
Format
Hardcover
Language
English
Topic
Training, Customer Relations, Development / Business Development, Information Management
Publication Year
2011
Genre
Business & Economics
Number of Pages
320 Pages
Dimensions
Item Length
9.3in
Item Height
1in
Item Width
6in
Item Weight
16 Oz
Additional Product Features
Lc Classification Number
Hf5415.335.S63 2012
Table of Content
Introduction Part I Customer Experience: The New Competitive Battleground 1. Customer Experience in the "New Normal" 2. The Four Essentials of a Profitable Customer Experience Case Study: "Coop: Grocer Moves Shopping to the Palms of Customers' Hands" 3. B2B Customer Experience: Different Animal, Same Spots Case Study: "Synopsys: Focus on Customer Success Yields Substantial Cost Savings for Synopsys" Part II Making It Happen 4. Throwing Out the Old Playbook Case Study: "Cardinal Health, Inc.: Cardinal Health Transforms Customer Experience with a Cross-Company Service System" 5. The New Customer Experience Recipe Case Study: "The LEGO Group: Through Engagement and Interaction, The LEGO Group Plays Well with Customers" 6. A Fresh Look at the Top and Bottom Lines Part III Technology: The Core Ingredient 7. The Underlying Foundation for the Customer Experience Edge Case Study: "Colmobil: Customers, Not Cars, Now Drive Auto Importer's Strategy" 8. Adding Disruptive Technologies to Advance the Game Case Study: "CEMEX: Cementing Customer Bonds" 9. IT as the Catalyst of CE Transformation Part IV Sustaining The "Wow" 10. Ten On-Ramps to the Customer Experience Freeway 11. Measures of Success 12. Emerging Economies: Exporting a Profitable Customer Experience Case Study: "Akbank: The Customer Experience at Akbank Is Surpassed Only by the Turkish Bank's Growth" 13. The Future of Customer Experience 14. Action Items for Achieving the Customer Experience Edge Afterword: The Customer Experience Edge and SAP Appendix A: Bloomberg Businessweek Research Services North American Survey on Customer Service Experience: Survey Questionnaire and Methodology Appendix B: Bloomberg Businessweek Research Services Report on the Value of global Integration: The Right Foundation for growing global Notes Bibliography Resources Index, IntroductionPart I Customer Experience: The New Competitive Battleground1. Customer Experience in the "New Normal"2. The Four Essentials of a Profitable Customer ExperienceCase Study: "Coop: Grocer Moves Shopping to the Palms of Customers' Hands"3. B2B Customer Experience: Different Animal, Same SpotsCase Study: "Synopsys: Focus on Customer Success Yields Substantial Cost Savings for Synopsys"Part II Making It Happen4. Throwing Out the Old PlaybookCase Study: "Cardinal Health, Inc.: Cardinal Health Transforms Customer Experience with a Cross-Company Service System"5. The New Customer Experience RecipeCase Study: "The LEGO Group: Through Engagement and Interaction, The LEGO Group Plays Well with Customers"6. A Fresh Look at the Top and Bottom LinesPart III Technology: The Core Ingredient7. The Underlying Foundation for the Customer Experience EdgeCase Study: "Colmobil: Customers, Not Cars, Now Drive Auto Importer's Strategy"8. Adding Disruptive Technologies to Advance the GameCase Study: "CEMEX: Cementing Customer Bonds"9. IT as the Catalyst of CE TransformationPart IV Sustaining The "Wow"10. Ten On-Ramps to the Customer Experience Freeway11. Measures of Success12. Emerging Economies: Exporting a Profitable Customer ExperienceCase Study: "Akbank: The Customer Experience at Akbank Is Surpassed Only by the Turkish Bank's Growth"13. The Future of Customer Experience14. Action Items for Achieving the Customer Experience EdgeAfterword: The Customer Experience Edge and SAPAppendix A: Bloomberg Businessweek Research Services North American Survey on Customer Service Experience: Survey Questionnaire and MethodologyAppendix B: Bloomberg Businessweek Research Services Report on the Value of global Integration: The Right Foundation for growing globalNotesBibliographyResourcesIndex
Copyright Date
2012
Lccn
2011-029505
Dewey Decimal
658.8/12
Intended Audience
Trade
Dewey Edition
23
Illustrated
Yes
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Product is 95% alike picture but a little more blurry. Controller play well but had a notice from psn that my joypad wasn't authentic and could by problematic🤷♂️ no trouble so far! Shipping was fast but no tracking and worst packaging ever.. like the box came banged up... send a question to seller never had a reply 😅.... Good product overall, excellent price, fast shipping, wrapped only on 4 sides out of 6, no tracking and never reply... 4★ product / 2★ seller ✌️
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The book is in perfect condition, brand new, and is exactly as described. This item is difficult to find here, and the seller priced it very reasonably. It shipped from the UK to Canada, and unfortunately took a little longer to arrive than the seller hoped, but it was shipped less than 24 hours after I purchased. When I contacted the seller, they were very responsive and helpful. I would not hesitate to purchase from this seller again. Definitely recommend!
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