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Customer Experience For Dummies

ISBN: 978-1-118-75604-1
360 pages
October 2014
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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

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