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Customer Experience for Dummies - by Roy Barnes & Bob Kelleher (Paperback)

Customer Experience for Dummies - by  Roy Barnes & Bob Kelleher (Paperback) - image 1 of 1
Customer Experience for Dummies - by  Roy Barnes & Bob Kelleher (Paperback) - image 1 of 1
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About this item


Number of Pages: 360

Genre: Business + Money Management

Format: Paperback

Publisher: For Dummies

Book theme: General

Author: Roy Barnes & Bob Kelleher

Language: English

Street Date: November 1, 2014
TCIN: 78573767
UPC: 9781118725603
Item Number (DPCI): 247-35-3980


Learn to:

  • Move past "satisfaction" to engagement
  • Measure the financial return of engaged customers
  • Map your customer touchpoints
  • Create measurable customer change

Gain, engage, and retain customers with positive experiences

If you're a businessperson, you know that creating a engaging customer experience is absolutely essential to keep your company relevant and top of mind. This book helps you listen to your customers and offers practical, easy-to-implement solutions for incorporating customer engagement into your business plans to attract loyal, happy customers.

  • Dollars and sense -- get down to the nitty gritty of customer engagement and grasp its financial impact on your overall business plan
  • Channel your inner Magellan -- map your customer's journey, design a captivating customer experience, and elicit an emotional response from your customers
  • Utilize your customer engagement toolbox -- manage customer feedback, foster dialogue, and assemble the right customer experience team
  • All about the customer -- discover customer experience metrics, measure performance, maintain alignment, and embed the customer in your culture

Open the book and find:

  • Customer experience killers to avoid
  • Positive ways to deal with an unhappy customer
  • Guidance on defining your customer experience intent
  • A four week plan to redesign your touchpoints
  • Tips for managing a crack customer experience team
  • Unbelievable capabilities of awesome customer advocates
  • Ten things to do to improve your own experience delivery
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