B2B customer experience : a practical guide to delivering exceptional CX / Nick Hague and Paul Hague.
نوع المادة : نصاللغة: الإنجليزية الناشر:London, United Kingdom ; New York, NY : Kogan Page Ltd, 2018الطبعات:1 Editionوصف:xviii, 226 pages : illustrations ; 23 cmنوع المحتوى:- text
- unmediated
- volume
- 9780749481858 (pbk.)
- HF5415.5 .H244 2018
نوع المادة | المكتبة الحالية | رقم الطلب | رقم النسخة | حالة | تاريخ الإستحقاق | الباركود | |
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كتاب | UAE Federation Library | مكتبة اتحاد الإمارات General Collection | المجموعات العامة | HF5415.5 .H244 2018 (إستعراض الرف(يفتح أدناه)) | C.1 | Library Use Only | داخل المكتبة فقط | 30020000103827 | ||
كتاب | UAE Federation Library | مكتبة اتحاد الإمارات General Collection | المجموعات العامة | HF5415.5 .H244 2018 (إستعراض الرف(يفتح أدناه)) | C.2 | المتاح | 30020000103825 |
Browsing UAE Federation Library | مكتبة اتحاد الإمارات shelves, Shelving location: General Collection | المجموعات العامة إغلاق مستعرض الرف(يخفي مستعرض الرف)
HF5415.5 G867 2013 Organizational schizophrenia : impact on customer service quality / | HF5415.5 G867 2013 Organizational schizophrenia : impact on customer service quality / | HF5415.5 .H244 2018 B2B customer experience : a practical guide to delivering exceptional CX / | HF5415.5 .H244 2018 B2B customer experience : a practical guide to delivering exceptional CX / | HF5415.5 H2897 2013 Customer service : a practical approach / | HF5415.5 H2897 2013 Customer service : a practical approach / | HF5415.5 H2897 2013 Customer service : a practical approach / |
Includes bibliographical references and index.
Why bother? -- Customer experience in business to business markets -- Exploring customer experience, loyalty and inertia -- Understanding customer experience and profitability -- Mapping the customer experience position today -- The six pillars of customer experience -- Essential metrics for measuring customer experience -- How to benchmark customer experience -- What are the key drivers of customer experience? -- Customer journey mapping and how to apply it -- Strategies for achieving excellent customer experience -- Developing a customer experience strategy -- Securing buy-in at all levels of customer experience -- Working with the sales and marketing teams to streamline customer experience -- How to create an internal service culture -- Using segmentation to deliver better customer experience -- Implementation of a customer experience programme -- The role of brands in creating better customer experience -- The role of products in creating better customer experience -- Price and its role in creating better customer experience -- Place and its role in creating better customer experience -- Promotion and its role in creating better customer experience -- The role of people in creating better customer experience -- Controls that ensure the customer experience programme stays on track -- Measuring performance of customer experience initiatives -- The challenge of continuous improvement in customer experience -- Index.