Customer Experience Management Rebooted: Are you an Experience brand or an Efficiency brand?
Author:   Steven Walden
Publisher:   Palgrave Macmillan
Edition:   1st ed. 2017
ISBN:  

9781349949045


Pages:   260
Publication Date:   10 March 2017
Format:   Hardback
Availability:   Manufactured on demand   Availability explained
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Customer Experience Management Rebooted: Are you an Experience brand or an Efficiency brand?


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Full Product Details

Author:   Steven Walden
Publisher:   Palgrave Macmillan
Imprint:   Palgrave Macmillan
Edition:   1st ed. 2017
Dimensions:   Width: 14.80cm , Height: 2.30cm , Length: 21.00cm
Weight:   0.463kg
ISBN:  

9781349949045


ISBN 10:   1349949043
Pages:   260
Publication Date:   10 March 2017
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   Manufactured on demand   Availability explained
We will order this item for you from a manufactured on demand supplier.

Table of 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 finally.- 13. Interconnectedness.

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Author Information

Steven Walden is currently Director of Customer Experience at TeleTech Consulting, a world-leading customer experience firm comprising leading brands inpeople, analytics, loyalty and technology. His role involves directing CX engagements, building IP, developing CX partnerships and delivering thought-leadership through the network: CX in Action. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at now USAboutique customer experience agency, beyond philosophy.

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