What customers crave: how to create relevant and memorable experiences at every touchpoint
Publication details: New York AMACOM, American Management Association 2017Description: IX, 251 P. HardISBN:- 978-0-8144-3781-0
- 658.812/ Web
| Item type | Current library | Call number | Status | Date due | Barcode | Item holds | |
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Main Library | 658.812/ Web/ 35399 (Browse shelf(Opens below)) | Available | 11135399 |
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| 658.812/ SWI/ 18872 ACCELARATING CUSTOMER RELATIONSHIP | 658.812/Tei/Pie/36515 Unlocking the customer value chain: how decoupling drives consumer disruption | 658.812 / URB / 4932 DONT JUST RELATE- ADVOCATE:A BLUEPRINT FOR PROFIT IN THE ERA OF CUSTOMER POWER | 658.812/ Web/ 35399 What customers crave: | 658.812 / WEL / 14283 EFFECTIVE CUSTOMER CARE: | 658.812 / WEL / 3360 KAIZEN STRATEGIES FOR CUSTOMER CARE:HOW TO CREATE POWERFUL CUSTOMER CARE PROGRAM AND MAKE IT WORK | 658.812 / WOO / 3590 CUSTOMER SERVICE BEST PRACTICES:CASE STUDIES AND STRATEGIES |
Part one. What you need to know about the customer experience --
The advent of "exceptional" customer service --
Bring home the bacon: the value of customer types --
The journey to exceptional customer experiences --
Getting down to the nitty-gritty: why, who, and what --
Innovating excellence --
Innovation: a collaborative process --
Part two. Mapping your customer's journey --
The pre-touchpoint moment --
The first touchpoint moment --
The core touchpoint moment --
The perfect last touchpoint moment --
The in-touchpoint moment --
Technology and the future of customer experience --
Your roadmap to What Customers Crave.
"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."--
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