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001 9780429328091
003 FlBoTFG
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006 m d
007 cr |||||||||||
008 190823s2019 nyua o 000 0 eng d
040 _aOCoLC-P
_beng
_erda
_epn
_cOCoLC-P
020 _a9781000708028
_q(ePub ebook) :
020 _a1000708020
020 _a9781000707724
_q(PDF ebook) :
020 _a1000707725
020 _a9781000707878
_q(Mobipocket ebook) :
020 _a1000707873
020 _a9780429328091
_q(ebook) :
020 _a0429328095
020 _z9780367347987 (hbk.)
020 _z9780367346034 (pbk.)
024 7 _a10.4324/9780429328091
_2doi
035 _a(OCoLC)1127839805
035 _a(OCoLC-P)1127839805
050 4 _aHF5415.5
072 7 _aBUS
_x018000
_2bisacsh
072 7 _aBUS
_x016000
_2bisacsh
072 7 _aBUS
_x053000
_2bisacsh
072 7 _aKNS
_2bicssc
082 0 4 _a658.812
_223
100 1 _aLafrenière, Daniel,
_eauthor.
245 1 0 _aDelivering fantastic customer experience :
_bhow to turn customer satisfaction into customer relationships /
_cDaniel Lafrenière.
250 _a1st.
264 1 _aNew York :
_bProductivity Press,
_c2019.
300 _a1 online resource :
_billustrations (black and white)
336 _atext
_2rdacontent
336 _astill image
_2rdacontent
337 _acomputer
_2rdamedia
338 _aonline resource
_2rdacarrier
500 _a1 What Is Customer Experience? 2 Why is Customer Experience so Important? 3 One Interaction. Multiple Touchpoints. 4 How To Create a Stellar Customer Experience 5 Measuring 6 Maintaining Customer Relationships. 7 The Importance of Digital Customer Experience 8 Why You Should Care About Social Media. 9 A Few Final Thoughts
520 _aIf you don't offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today's hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me - more personal, more relevant. With customers having higher expectations and access to more information than ever before, companies must create stellar, frictionless, personalized, and memorable customer experiences, if they plan to stay in the game. In this book, you will learn: What customer experience truly is. How emotions can increase customer loyaltyor make customers ditch a brand. Which behaviors and attitudes lose customers. Ten easy, practical, and proven ways to immediately improve your customer experience. What renowned companies do to offer the best customer experience. This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people, or installers. No matter what role you play, this book offers easy tips, recommendations, and examples to help improve customer experience, realistically, sustainably, and affordably.
588 _aOCLC-licensed vendor bibliographic record.
650 0 _aCustomer relations.
650 0 _aConsumer satisfaction.
650 0 _aCustomer loyalty.
650 7 _aBUSINESS & ECONOMICS / Customer Service
_2bisacsh
650 7 _aBUSINESS & ECONOMICS / Consumer Behavior
_2bisacsh
650 7 _aBUSINESS & ECONOMICS / Quality Control
_2bisacsh
856 4 0 _3Taylor & Francis
_uhttps://www.taylorfrancis.com/books/9780429328091
856 4 2 _3OCLC metadata license agreement
_uhttp://www.oclc.org/content/dam/oclc/forms/terms/vbrl-201703.pdf
999 _c72569
_d72569