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Customer Experience Strategy - Design & Implementation: Outgrow your competitors by making your business to business customers happier (Customer Strategy Book 1) (English Edition) di [FitzGerald, Maurice]
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Customer Experience Strategy - Design & Implementation: Outgrow your competitors by making your business to business customers happier (Customer Strategy Book 1) (English Edition) Formato Kindle

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Lunghezza: 236 pagine Word Wise: Abilitato Miglioramenti tipografici: Abilitato
Scorri Pagina: Abilitato Lingua: Inglese
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Descrizione prodotto


A innovative and sometimes surprising approach to customer experience strategy based on a combination of standard practice and behavioral economics. Written by a leader with 40 years of experience, and illustrated by a well-known Irish artist. This book is about building and implementing a customer experience strategy in a business-to-business environment and in what the author calls 'the real world'. The real world is one where people behave like human beings, and not as traditional economists would have us believe. Human beings do not constantly try to optimize mid-term outcomes. They behave far less rationally, though still quite predictably. A great customer experience strategy combines scientific research, behavioral economics and the experience of others. In this book, the author shares mistakes he has made and things found to be successful. The most surprising piece of original research in the book proves that there is no relationship between employee and customer happiness, as measured for 336 large US businesses. Above all, the book will save you a lot of time on your path to happier and more loyal customers.

The main topics covered are:

- How to understand your current situation in a scientific way.
- The main customer experience measurement and improvement systems.
- Six types of customer research.
- Survey design.
- How your own employees game the survey system.
- How to choose among the options.
- The surprising non-relationship between employee and customer satisfaction.
- How to secure investments and ensure ongoing sponsorship for customer experience work.
- Behavioral Economics and customer experience.
- Implementing and experimenting.
- Suggested timing.
- Management of change.

The emphasis is on practical things you can use to develop, implement and communicate an innovative customer experience strategy.

Dettagli prodotto

  • Formato: Formato Kindle
  • Dimensioni file: 15714 KB
  • Lunghezza stampa: 236
  • Venduto da: Amazon Media EU S.à r.l.
  • Lingua: Inglese
  • ASIN: B06XNKC96G
  • Da testo a voce: Abilitato
  • X-Ray:
  • Word Wise: Abilitato
  • Screen Reader: Supportato
  • Miglioramenti tipografici: Abilitato
  • Media recensioni: Recensisci per primo questo articolo
  • Posizione nella classifica Bestseller di Amazon: #216.903 a pagamento nel Kindle Store (Visualizza i Top 100 a pagamento nella categoria Kindle Store)
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Le recensioni clienti più utili su (beta) (Potrebbero essere presenti recensioni del programma "Early Reviewer Rewards") 5.0 su 5 stelle 3 recensioni
1 di 1 persone hanno trovato utile la seguente recensione
5.0 su 5 stelle Superb Customer Experience Book! 1 maggio 2017
Di DrBorderick - Pubblicato su
Formato: Formato Kindle
Working directly within the Customer Experience field highlights to me what a gem of a book, and the other two in this series, truly are. Verily, even if you are not a Customer Experience researcher or leader, you will find the books charming, highly-knowledgeable, but also, notoriously hard to put down. Maurice is one of the top 15 Customer Experience Leaders to follow, and it is fantastic that his ideas are published within the Amazon ecosystem! His brother, Peter, is the master illustrator, creating unique cartoons, which certainly get the messages across!

Summary- a must buy if you work in Customer Experience or an associated field, and definitely an entertaining read if you do not!
1 di 1 persone hanno trovato utile la seguente recensione
5.0 su 5 stelle Need better feedback? 3 maggio 2017
Di Loch Miwa - Pubblicato su
Formato: Formato Kindle
"If you are thinking of implementing a new survey and are unable to articulate the value that it provides to a customer, please don’t bother starting."

Most businesses request feedback from customers, yet few seem to provide any value beyond filling the pages of a report. If you are serious about getting useful feedback that can drive beneficial change, then you need to read this book.

Based on many years leading successful customer experience programs, the author analyses many of the systems currently in use. While different goals require different approaches, many feedback systems share the same flaws. The processes presented are not simple, but provide the basis for driving real change.

All this is presented in an easily understood and pleasantly readable format devoid of industry jargon. How often do you actually enjoy reading such a text and having a chuckle at the accompanying illustrations?

If you are in the field of customer experience or just want to get better feedback from those around you, get this book!
1 di 1 persone hanno trovato utile la seguente recensione
5.0 su 5 stelle How to get started with your Customer Experience Strategy 3 maggio 2017
Di Amazon Customer - Pubblicato su
Formato: Formato Kindle
A really good book, both for experienced customer experience professionals and for those who are getting into the customer experience field for the first time. Easy to read and to understand, it picks up the very basics that are often forgotten when working on customer experience, such as establishing a strategy, and the key things to remember throughout the journey. It is based on Maurice's own, thorough, experience and expertise within in this field and worthwhile reading!
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