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Measuring Customer Experience

How to Develop and Execute the Most Profitable Customer Experience Strategies

Medium: Buch
ISBN: 978-1-137-37545-2
Verlag: Springer-Verlag GmbH
Erscheinungstermin: 04.12.2014
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Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.


Produkteigenschaften


  • Artikelnummer: 9781137375452
  • Medium: Buch
  • ISBN: 978-1-137-37545-2
  • Verlag: Springer-Verlag GmbH
  • Erscheinungstermin: 04.12.2014
  • Sprache(n): Englisch
  • Auflage: 2015
  • Produktform: Gebunden
  • Gewicht: 3354 g
  • Seiten: 166
  • Format (B x H x T): 145 x 222 x 15 mm
  • Ausgabetyp: Kein, Unbekannt
Autoren/Hrsg.

Autoren

1. CX: the origins and importance for your business 2. CX strategies and management practices 3. The 5 dimensions of CX management 4. The 3 types of CX management practice 5. Linking practices to profitability 6. Your CX management balance sheet: where are you and where do you want to be? How to get from A (current state) to B – a step-by-step approach. 7. The devil is in the details - only what get measured gets managed 8. Best practice versus next practice 9. Concluding thoughts