What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint

By:

Webb, Nicolas

Material type: Text

TextPublication details: AMACOM 2017 New YorkDescription: 257pISBN:

9780814437810

Subject(s):

Customer services

DDC classification:

658.812 WEB

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Holdings
Item type	Current library	Item location	Collection	Call number	Status	Date due	Barcode	Item holds
Book	NIMA Knowledge Centre	6th Floor Reading Zone	General	658.812 WEB (Browse shelf(Opens below))	Available		M0035538

Total holds: 0

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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.

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