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Customer Experience Management Rebooted : Are you an Experience brand or an Efficiency brand? /

Customer experience management is not about managing every objective experience your customers have with you. It s about understanding, measuring and creating experiences that customers value . So while service and efficiency are wonderful things, they represent "business as usual"; the ti...

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Bibliographic Details
Main Authors: Walden, Steven
Corporate Authors: SpringerLink Online service
Published: Palgrave Macmillan UK : Imprint: Palgrave Macmillan,
Publisher Address: London :
Publication Dates: 2017.
Literature type: eBook
Language: English
Subjects:
Business
Customer relations > Management
Leadership
Organization
Planning
Management
Industrial management
Big data
Business and Management
Customer Relationship Management
Big Data/Analytics
Business Strategy/Leadership
Innovation/Technology Management
Online Access: http://dx.doi.org/10.1057/978-1-349-94905-2
Summary: Customer experience management is not about managing every objective experience your customers have with you. It s about understanding, measuring and creating experiences that customers value . So while service and efficiency are wonderful things, they represent "business as usual"; the ticket to the game, the platform from which experiences are created not the experience itself! The message of this book is that businesses are at risk! Their uber focus on efficiency is leading them to miss the chance to connect more closely with their customer base and deliver on the creative potential of th
Carrier Form: 1 online resource (XIX, 260 pages) : illustrations
ISBN: 9781349949052
Index Number: HF5415
CLC: F713.55
Contents: 1. The Squonk -- Section 1: Understand -- 2. Right understanding -- 3. Right commercial principles -- Section 2: Data -- 4. Right data -- 5. Some key things that make subjective data different from objective -- 6. The subjective data line -- 7. Customer experience is complex -- Section 3: Customer experience research -- 8. Traditional surveys are efficiency surveys -- 9. Customer experience research -- Section 4: Emotions and the Customer Experience -- 10. The value of emotions -- Section 5: Mind-set -- 11. Right mind-set -- Section 6: Not Do -- 12. Customer experience bad -- Section 7: And

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