100 practical ways to improve customer experience : achieve end-to-end customer engagement in a multi-channel world / Martin Newman and Malcolm McDonald.
Material type: TextPublisher: London ; New York : Kogan Page, [2018]Description: xvii, 281 pages, 24 cmContent type:- 9780749482671
- One hundred practical ways to improve customer experience
- 658.812 NEW 23
- HF5415.5 .N495 2018
Item type | Current library | Call number | Status | Date due | Barcode | |
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Long Loan | TUS: Midlands, Main Library Athlone General Lending | 658.812 NEW (Browse shelf(Opens below)) | In transit from Selfcheck to TUS: Midlands, Main Library since 02/12/2019 | 224428 | ||
Long Loan | TUS: Midlands, Main Library Athlone General Lending | 658.812 NEW (Browse shelf(Opens below)) | Available | 224427 |
1.Put the customer first: if you don't, someone else will 2.Marketplaces and disruptors are eating your lunch (taking your market share) 3.Removing friction from the customer's journey: getting the basics right in travel, retails, food and beverage, leisure and financial services 4.How to be disruptive in your own business 5.The role of the store and its new footprint 6.We live in a hyper-local world where mobile is key 7.Organizational design to put the customer first 8.Cultural change - must be top down and bottom up 9.Less about corporate, more about social responsibility 10.Retail as a service 11.Winning the hearts and minds of customers in international markets 12.Customer-centric marketing communications 13.A new framework for the marketing mix: the customer mix or 6 Ws 14.Strategic social media and its importance to the whole organization 15.The impact of AI, augmented virtual reality, machine learning and voice on customer experience 16.The rise of the 'ations' in driving differentiation 17.Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management 18.So where do you start to transform your business