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The customer experience book : how to design, measure and improve customer experience in your business / Alan Pennington.

By: Material type: TextTextPublisher: Harlow, England ; New York : Pearson Education, 2016Description: xv, 211 pages : illustrations ; 24 cmContent type:
Media type:
Carrier type:
ISBN:
  • 9781292148465
  • 1292148462
  • 9781292148472
  • 1292148470
Subject(s): DDC classification:
  • 658.812 PEN 23
LOC classification:
  • HF5415.5 .P456 2016
Other classification:
  • F713.55
Contents:
Part 1.Customer experience in business 1.Does your customer experience happen by design or by accident? 2.Connecting with your customer to create a customer intelligent company 3.Emotions or how you feel and the customer experience Part 2.Customer experience in action 4.Where are you? What do you want to deliver? 5.How tp plan the delivery of an improved customer experience 6.How to use customer journey mapping 7.How to design new and improved experiences 8.How to use measures to drive and deliver your experience 9.How small data can make the difference 10.How to build trust through experience 11.How to equip and support teams for success
Summary: The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company.
Holdings
Item type Current library Call number Status Date due Barcode
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.812 PEN (Browse shelf(Opens below)) Available 224445
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.812 PEN (Browse shelf(Opens below)) Available 224444

Includes index.

Includes bibliographical references and index.

Part 1.Customer experience in business 1.Does your customer experience happen by design or by accident? 2.Connecting with your customer to create a customer intelligent company 3.Emotions or how you feel and the customer experience Part 2.Customer experience in action 4.Where are you? What do you want to deliver? 5.How tp plan the delivery of an improved customer experience 6.How to use customer journey mapping 7.How to design new and improved experiences 8.How to use measures to drive and deliver your experience 9.How small data can make the difference 10.How to build trust through experience 11.How to equip and support teams for success

The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company.

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