Customer experience for dummies / Roy Barnes, Bob Kelleher.

Format:

Book

Author/Creator:

Barnes, Roy, author.

Kelleher, Bob, author.

Series:

--For dummies.

For dummies

Language:

English

Subjects (All):

Customer services.

Customer relations--Management.

Customer relations.

Consumer satisfaction.

Physical Description:

1 online resource (364 p.)

Place of Publication:

Hoboken, New Jersey : Wiley, [2015]

Language Note:

English

Summary:

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. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises. The book will show you simple and attainable

Contents:

Title Page; Copyright Page; Contents at a Glance; Table of Contents; Introduction; About This Book; Foolish Assumptions; Icons Used in This Book; Beyond the Book; Where to Go from Here; Part I: What Is Customer Experience?; Chapter 1: Basic Training: Customer Experience Basics; Eight Steps to Creating a Great Customer Experience Program; Step 1: Developing and deploying your customer experience intent statement; Step 2: Building touchpoint maps; Step 3: Redesigning touchpoints; Step 4: Creating a dialogue with your customers; Step 5: Building customer experience knowledge in the workforce

Step 6: Recognizing and rewarding customer experience done wellStep 7: Executing an integrated internal communications plan; Step 8: Building a customer experience dashboard; Little Things Matter More Than You Think; Avoiding the "Low-Hanging Fruit" Approach; Defining Who Owns the Customer Experience; The Ultimate Competitive Advantage; Chapter 2: Dollars and Sense: The Financial Impact of Customer Experience; Follow the Arrows! The Business Logic Path; Heavens to Bestie: Making the CFO Your BFF; A High-Level View of the Benefits of Excellent Customer Experience

Metric System: Key Customer MetricsAnalyze This: Using Correlation Analysis; Sheer Perfection: Using Customer Experience to Mold the "Perfect Customer"; That'll Cost You: The High Price of Poor Customer Experience; Chapter 3: Identifying Customer Experience Killers; Three Universal Actions That Kill Customer Experience; The know-nothing ninja; The shuffling assassin; The ownership killer; Battling an Inside-Out Perspective; "They're All Crooks!" Overcoming Negative Perceptions of Your Industry; Adapting to Changing Consumer Expectations; Eleven key customer expectations

Comparing experience and expectations across industriesChapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments; Strike Three: The Three Main Reasons Good Customer Relationships Go Bad; Avoiding Behaviors that Send Customers Running; Being rude; Having negative phone manners; Ignoring complaints and inquiries; Failing to listen; Shuffling customers; Why Ask Why? Diagnosing Customer Service Problems with the Five Whys; You Say Tomato, I Say Pareto: Using Pareto Analysis; Self-Diagnosing Your Company's Customer Experience Problems; Questions about personnel

Questions about processes and technologyQuestions about customers; Questions about financials; Part II: Creating Awesome Customer Experience; Chapter 5: The Anger Games: Dealing with an Angry Customer; Avoiding Angry Customers from the Get-Go; A Tale of Three Airlines; Ramping up; Lightening up; Calming down; Planning for Effective Resolution; Taking the RESOLVED Approach; Respond to the person who is upset; Empathize and apologize; Seek to solve the problem; Open your mind to the customer's proposed solution; Listen intently; Verify the solution; Execute the solution; Document the problem

Handling an Escalated Confrontation

Notes:

"Making everything easier!"--Cover.

Includes index.

Includes bibliographical references and index.

Description based on online resource; title from PDF title page (ebrary, viewed November 12, 2014).

ISBN:

1-118-75604-5

1-118-75621-5