What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
Webb, Nicolas
What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint - New York AMACOM 2017 - 257p
Part I. What you need to know about the customer experience
1. The advent of "exceptional" customer service
2. Bring home the bacon: the value of customer types
3. The journey to exceptional customer experiences
4. Getting down to the nitty-gritty: why, who, and what
5. Innovating excellence
6. Innovation: a collaborative process
Part II. Mapping your customer's journey
7. The pre-touchpoint moment
8. The first touchpoint moment
9. The core touchpoint moment
10. The perfect last touchpoint moment
11. The in-touchpoint moment
12. Technology and the future of customer experience
13. Your roadmap to What Customers Crave.
9780814437810
Customer services
658.812 / WEB
What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint - New York AMACOM 2017 - 257p
Part I. What you need to know about the customer experience
1. The advent of "exceptional" customer service
2. Bring home the bacon: the value of customer types
3. The journey to exceptional customer experiences
4. Getting down to the nitty-gritty: why, who, and what
5. Innovating excellence
6. Innovation: a collaborative process
Part II. Mapping your customer's journey
7. The pre-touchpoint moment
8. The first touchpoint moment
9. The core touchpoint moment
10. The perfect last touchpoint moment
11. The in-touchpoint moment
12. Technology and the future of customer experience
13. Your roadmap to What Customers Crave.
9780814437810
Customer services
658.812 / WEB