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Customer Experience for Dummies by Bob Kelleher and Roy Barnes (2014, Trade Paperback)

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item 1 Customer Experience for Dummies by Barnes, Roy; Kelleher, Bob
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item 3 Customer Experience for Dummies Paperback Bob, Barnes, Roy Kelleh
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item 4 Customer Experience for Dummies Paperback Bob, Barnes, Roy Kelleh
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item 5 Customer Experience for Dummies Paperback Bob, Barnes, Roy Kelleh
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item 7 Bob Kelleher Roy Barnes Customer Experience For Dummies (Paperback) (UK IMPORT)
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About this product

Product Information

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.

Product Identifiers

Publisher
Wiley & Sons, Incorporated, John
ISBN-10
1118725603
ISBN-13
9781118725603
eBay Product ID (ePID)
166231545

Product Key Features

Book Title
Customer Experience for Dummies
Author
Roy Barnes, Bob Kelleher
Format
Trade Paperback
Language
English
Topic
Sales & Selling / Management, Marketing / General, Customer Relations, Management
Publication Year
2014
Genre
Business & Economics
Number of Pages
368 Pages

Dimensions

Item Length
9.2in
Item Height
1.1in
Item Width
7.3in
Item Weight
16.8 Oz

Additional Product Features

Lc Classification Number
Hf5415.5
Table of Content
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
Copyright Date
2014
Lccn
2014-937865
Intended Audience
Trade
Illustrated
Yes

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5 out of 5 stars
by adorablegiftsan...Feb 25, 2017
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