{"product_id":"customer-experience-for-dummies-paperback-softback-9781118725603","title":"Customer Experience For Dummies (Paperback \/ softback) 9781118725603","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eCustomer Experience For Dummies\u003c\/font\u003e\u003cbr\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003c\/p\u003e\n\u003cp\u003e\u003cfont size=\"4\"\u003eRoy Barnes (Author), Bob Kelleher (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9781118725603, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003ePaperback \/ softback, published 20 January 2015\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e368 pages\u003cbr\u003e23.4 x 18.5 x 2.8 cm, 0.476 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003e\u003cb\u003eGain, engage, and retain customers with positive experiences\u003c\/b\u003e  \u003cp\u003eA 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. \u003ci\u003eCustomer Experience For Dummies\u003c\/i\u003e 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.\u003c\/p\u003e \u003cp\u003eThe book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eGives you the tools you need to target customers more precisely\u003c\/li\u003e \u003cli\u003eHelps you implement new social and mobile strategies\u003c\/li\u003e \u003cli\u003eShows you how to generate and maintain customer loyalty in order to achieve success through multiple channels\u003c\/li\u003e \u003cli\u003eExplains how a fully-engaged customer can help you outperform the competition\u003c\/li\u003e \u003cli\u003eLearn how to respond effectively to customer feedback\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eYour brand's reputation and success is your lifeblood, and \u003ci\u003eCustomer Experience For Dummies\u003c\/i\u003e shows you how to stay relevant, add value, and win and retain customers.\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eIntroduction 1\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I: What Is Customer Experience? 5\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 1: Basic Training: Customer Experience Basics 7\u003c\/p\u003e \u003cp\u003eChapter 2: Dollars and Sense: The Financial Impact of Customer Experience 17\u003c\/p\u003e \u003cp\u003eChapter 3: Identifying Customer Experience Killers 29\u003c\/p\u003e \u003cp\u003eChapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments 47\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II: Creating Awesome Customer Experience 63\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 5: The Anger Games: Dealing with an Angry Customer 65\u003c\/p\u003e \u003cp\u003eChapter 6: Good Intentions: Identifying Your Customer Experience Intent 83\u003c\/p\u003e \u003cp\u003eChapter 7: Channeling Your Inner Magellan: Mapping Your Customer’s Journey 95\u003c\/p\u003e \u003cp\u003eChapter 8: Experience by Design: Designing a Captivating Customer Experience 111\u003c\/p\u003e \u003cp\u003eChapter 9: So Emotional: Eliciting an Emotional Response from Your Customers 127\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III: Essential Enabling Elements 141\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 10: Plan Up: Redesigning Your Touchpoint Program in Four Weeks 143\u003c\/p\u003e \u003cp\u003eChapter 11: Can We Talk? Managing Customer Feedback and Fostering Dialogue 167\u003c\/p\u003e \u003cp\u003eChapter 12: Building Customer Experience Knowledge in the Broader Workforce 185\u003c\/p\u003e \u003cp\u003eChapter 13: Assembling and Managing Your Customer Experience Team 197\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart IV: Making it Stick 219\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 14: Creating Your Customer-Centric Culture 221\u003c\/p\u003e \u003cp\u003eChapter 15: Measure Up: Measuring Performance 239\u003c\/p\u003e \u003cp\u003eChapter 16: Making the Most of Measures: Key Customer Experience Metrics 259\u003c\/p\u003e \u003cp\u003eChapter 17: Initiatives, Projects, and Programs Oh My! 277\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart V: The Part of Tens 293\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 18: Ten Ways to Improve Your Experience Delivery 295\u003c\/p\u003e \u003cp\u003eChapter 19: Ten Key Qualities of Awesome Customer Experience Advocates 301\u003c\/p\u003e \u003cp\u003eChapter 20: Ten Tools to Track Your Customer Experience Program’s Performance 309\u003c\/p\u003e \u003cp\u003eChapter 21: Ten(ish) Great Books for Boosting Customer Experience 321\u003c\/p\u003e \u003cp\u003eIndex 327\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"For Dummies","offers":[{"title":"Brand New","offer_id":52460655739160,"sku":"9781118725603","price":13.79,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9781118725603.jpg?v=1785456952","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/customer-experience-for-dummies-paperback-softback-9781118725603","provider":"Freshly Printed Books","version":"1.0","type":"link"}