Overview

Full Product Details

Author:   Roy Barnes ,  Bob Kelleher (The Employee Engagement Group) ,  Bob Kelleher (?)
Publisher:   John Wiley & Sons Inc
Imprint:   For Dummies
Dimensions:   Width: 18.50cm , Height: 2.80cm , Length: 23.40cm
Weight:   0.476kg
ISBN:  

9781118725603

ISBN 10:   1118725603
Pages:   368
Publication Date:   20 January 2015
Audience:   General/trade ,  General
Format:   Paperback
Publisher's Status:   Active
Availability:   Available To Order  
We have confirmation that this item is in stock with the supplier. It will be ordered in for you and dispatched immediately.

Table of Contents

Introduction 1 Part I: What Is Customer Experience? 5 Chapter 1: Basic Training: Customer Experience Basics 7 Chapter 2: Dollars and Sense: The Financial Impact of Customer Experience 17 Chapter 3: Identifying Customer Experience Killers 29 Chapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments 47 Part II: Creating Awesome Customer Experience 63 Chapter 5: The Anger Games: Dealing with an Angry Customer 65 Chapter 6: Good Intentions: Identifying Your Customer Experience Intent 83 Chapter 7: Channeling Your Inner Magellan: Mapping Your Customer’s Journey 95 Chapter 8: Experience by Design: Designing a Captivating Customer Experience 111 Chapter 9: So Emotional: Eliciting an Emotional Response from Your Customers 127 Part III: Essential Enabling Elements 141 Chapter 10: Plan Up: Redesigning Your Touchpoint Program in Four Weeks 143 Chapter 11: Can We Talk? Managing Customer Feedback and Fostering Dialogue 167 Chapter 12: Building Customer Experience Knowledge in the Broader Workforce 185 Chapter 13: Assembling and Managing Your Customer Experience Team 197 Part IV: Making it Stick 219 Chapter 14: Creating Your Customer-Centric Culture 221 Chapter 15: Measure Up: Measuring Performance 239 Chapter 16: Making the Most of Measures: Key Customer Experience Metrics 259 Chapter 17: Initiatives, Projects, and Programs . Oh My! 277 Part V: The Part of Tens 293 Chapter 18: Ten Ways to Improve Your Experience Delivery 295 Chapter 19: Ten Key Qualities of Awesome Customer Experience Advocates 301 Chapter 20: Ten Tools to Track Your Customer Experience Program’s Performance 309 Chapter 21: Ten(ish) Great Books for Boosting Customer Experience 321 Index 327

Reviews

Author Information

Roy Barnes is one of the leading authorities on Customer Experience Design and Performance Management. He has more than 25 years of experience delivering world class results in both the for-profit and non-profit sectors. Bob Kelleher is the author of Employee Engagement For Dummies and the Founder of The Employee Engagement Group.

Tab Content 6

Author Website:  

Customer Reviews

Recent Reviews

No review item found!

Add your own review!

Countries Available

All regions