What customers crave : how to create relevant and memorable experiences at every touchpoint / Nicholas J. Webb.

Format:

Book

Author/Creator:

Webb, Nicholas J., 1958- author.

Series:

Gale eBooks

Language:

English

Subjects (All):

Customer services.

Customer relations.

Physical Description:

1 online resource (ix, 258 pages) : illustrations

Edition:

1st edition

Place of Publication:

New York : AMACOM, American Management Association, [2017]

System Details:

text file

Summary:

What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success. Jam-packed with tools and examples, What Customers Crave helps you reinvent how you engage with customers.

Contents:

Cover; CONTENTS; ACKNOWLEDGMENTS; PART ONE: WHAT YOU NEED TO KNOW ABOUT THE CUSTOMER EXPERIENCE; CHAPTER 1: The Advent of "Exceptional" Customer Service; CHAPTER 2: Bring Home the Bacon: The Value of Customer Types; CHAPTER 3: The Journey to Exceptional Customer Service Experiences; CHAPTER 4: Getting Down to the Nitty-Gritty: Why, Who, and What; CHAPTER 5: Innovating Excellence; CHAPTER 6: Innovation: A Collaborative Process; PART TWO: MAPPING YOUR CUSTOMER'S JOURNEY; CHAPTER 7: The Pre-Touchpoint Moment; CHAPTER 8: The First Touchpoint Moment; CHAPTER 9: The Core Touchpoint Moment

CHAPTER 10: The Perfect Last Touchpoint MomentCHAPTER 11: The In-Touchpoint Moment; CHAPTER 12: Technology and the Future of Customer Experience; CHAPTER 13: Your Roadmap to What Customers Crave; END NOTES; INDEX; A; B; C; D; E; F; G; H; I; J; K; L; M; N; O; P; Q; R; S; T; U; V; W; Y; Z; CONNECT WITH THE AUTHOR; ABOUT THE AUTHOR; FREE SAMPLE CHAPTER FROM GET SCRAPPY; OTHER POPULAR AMACOM TITLES; ABOUT AMACOM

Notes:

Includes index.

Includes bibliographical references and index.

Description based on print version record.

ISBN:

9780814437827

0814437826

OCLC:

958280300