the customer experience book how to design measure and improve customer experience in your business

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The Customer Experience Book

Author : Alan Pennington
ISBN : 9781292148489
Genre : Business & Economics
File Size : 71. 96 MB
Format : PDF, Mobi
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Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. 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. Split into two parts, you’ll discover: • Why customer experience is so important in business – and how it applies to you • How to use customer experience tools in your business – step by step guides on how to use CX metrics and how to learn from them Alongside the theory and practical how-to guidance, there will be a range of examples of ‘thinking differently’ about everyday situations to engage the reader. Plus, with case studies from International Companies, readers will discover not only what works well but also the hard lessons they have learned. The Customer Experience Book shows you how to understand, measure and improve customer experience in your business, whatever your level.

The Customer Experience Book

Author : Alan Pennington
ISBN : 1292148462
Genre :
File Size : 25. 94 MB
Format : PDF, ePub
Download : 701
Read : 376

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Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. 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. Split into two parts, you’ll discover: • Why customer experience is so important in business – and how it applies to you • How to use customer experience tools in your business – step by step guides on how to use CX metrics and how to learn from them Alongside the theory and practical how-to guidance, there will be a range of examples of ‘thinking differently’ about everyday situations to engage the reader. Plus, with case studies from International Companies, readers will discover not only what works well but also the hard lessons they have learned. The Customer Experience Book shows you how to understand, measure and improve customer experience in your business, whatever your level.

Strategic Customer Service

Author : John A. GOODMAN
ISBN : 9780814413340
Genre : Business & Economics
File Size : 86. 13 MB
Format : PDF, ePub, Mobi
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The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Customer Experience 3 0

Author : John Goodman
ISBN : 9780814433898
Genre : Business & Economics
File Size : 67. 25 MB
Format : PDF, Docs
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With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that...customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away. Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction. Great companies provide seamless experiences, seeming to know what customers want before they know it themselves...while others set up fancy Facebook pages and then drop the ball. This groundbreaking guide reveals how to delight customers using the best tools available.

Customer Experience Management Rebooted

Author : Steven Walden
ISBN : 9781349949052
Genre : Business & Economics
File Size : 24. 28 MB
Format : PDF, Docs
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Walden shows why most customer experience management fails to improve the customer’s real experience and how to concentrate on the subjective emotional perceptions that drive the customer’s actual “experience” rather than the quantitative service efficiency metrics gathered by most CX tools. Customer experience management is not about managing every objective “experience” your customers have with you. It’s about understanding, measuring and creating “experiences” that customers “value”. So while service and efficiency are wonderful things, they represent "business as usual"; the ticket to the game, the platform from which “experiences” are created not the experience itself! The message of this book is that businesses are at risk! Their uber focus on efficiency is leading them to miss the chance to connect more closely with their customer base and deliver on the creative potential of their brand. They ignore the fact that technology is an enabler of the “experience” it is not “the experience”. Customers are not data – they are people: living, breathing, contradictory, infuriating bundles of cognitive and emotionally-driven responses to stimuli. “Experience” deals with how customers think, feel and behave – the things that motivate them to act which go beyond frequently forgettable efficiency. This means differentiating by providing new and better experiences based on a deeper understanding of what motivates customers to buy. To do that we must leave the objective, quantitative, world of quality management and enter the subjective, qualitative, world of customer’s psychology. Walden reboots our understanding of customer experience, showing us what it means, how to measure it, what we need to do to manage it and how we can gain financially from it. Understand, measure, create and do – but first of all, understand.

The Effortless Experience

Author : Matthew Dixon
ISBN : 9781591845812
Genre : Business & Economics
File Size : 72. 96 MB
Format : PDF
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Describes how many companies erroneously believe that customer loyalty is won by dazzling them, but that research and surveys show that loyalty is based on delivering on basic promises and offers insights for companies to use to improve brand loyalty.

How To Wow

Author : Adrian Swinscoe
ISBN : 9781292116877
Genre : Business & Economics
File Size : 45. 13 MB
Format : PDF, Docs
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Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business. Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more. Don’t let your business fall behind, look inside and take your customer experience to the next level. “Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth.” Keith Lewis, COO, Matchtech Group plc “At last – a book that provides practical ways of delivering the superior experience that today’s customers demand.” Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica

Mastering Excellence

Author : Robin L. Lawton
ISBN : 9780998420837
Genre : Business & Economics
File Size : 76. 91 MB
Format : PDF
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MASTERING EXCELLENCE is for leaders with high expectations, a vision of the possible and urgency to improve the lives of many others. Robin Lawton provides you with a new way to think about work and customers, and an elegantly simple framework with tools you can immediately apply to transform your organization and your role in it. Based on the author’s 30 years of work with organizations of all kinds and sizes, including multi-nationals, small start-ups, government agencies, healthcare, education and defense, you get an engaging and practical road map to dramatic change you would not think possible. There are many approaches to change. Most emphasize process improvement. They use tools that are statistical, analytical and operational in nature and assume that the absence of things gone wrong is equivalent to achieving excellence. That focuses on minimums, not optimums; compliance and consistency, not aspiration and possibility. Virtually none provides an integrated strategic system that begins with articulating purpose from the customer’s perspective, uses linguistics to reveal and destroy the communication ambiguities we allow to persist, and redefines knowledge and service work in tangible, countable ways we can employ for creating excellence by design. This book, including more than twenty Leader’s Actions exercises, does that and far more. As the CEO, executive change leader or consultant to leadership, you want customers that are enthused, employees that are engaged and fast, highly visible results that are sustainable. Eye-popping savings in the millions of dollars, customer wait times cut by 90%, strong revenue growth and an avalanche of customer kudos are the kinds of continuing results many Masters of Excellence have achieved. This material rewires your brain to understand how and your role in leading outstanding success. Expect this book to enable you to: • Transform your organization (for profit or not) from customer-desred outcomes inward • Use six levers (language, measures, values, power, assumptions and modeling) to eliminate ambiguity • Translate abstract vision, values and mission into concrete, deployable daily work • Redefine all knowledge and service work as tangible, measurable products • Determine the only three roles customers can play and minimize bias favoring the wrong customers • Engage and impassion employees to create unsurpassed customer success • Create an enviable reality for your enterprise and your role in it

Building Great Customer Experiences

Author : C. Shaw
ISBN : 9780230554719
Genre : Business & Economics
File Size : 55. 5 MB
Format : PDF, ePub
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This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.

Service Design For Business

Author : Ben Reason
ISBN : 9781118988947
Genre : Business & Economics
File Size : 72. 48 MB
Format : PDF, ePub, Mobi
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A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

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