The Customer Experience Book

The Customer Experience Book
Publisher Pearson UK
Release Date
Category Business & Economics
Total Pages 232
ISBN 9781292148489
Rating 4/5 from 21 reviews

Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you’ll discover: • Why customer experience is so important in business – and how it applies to you • How to use customer experience tools in your business – step by step guides on how to use CX metrics and how to learn from them Alongside the theory and practical how-to guidance, there will be a range of examples of ‘thinking differently’ about everyday situations to engage the reader. Plus, with case studies from International Companies, readers will discover not only what works well but also the hard lessons they have learned. The Customer Experience Book shows you how to understand, measure and improve customer experience in your business, whatever your level.

The Customer Experience Book
  • Author : Alan Pennington
  • Publisher : Pearson UK
  • Release Date : 2016-09-15

Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping

  • Author : Rajat Chawla
  • Publisher : Notion Press
  • Release Date : 2019-01-11

This is said to be the ‘Age of the Customer’ where business battles will be won through differentiated customer experience. There is a huge need for customer experience professionals, as well as aspiring customer centric companies, to learn and apply the winning principles of delivering great customer experience. This Customer

Sustainable Customer Experience Design
  • Author : Bert Smit,Frans Melissen
  • Publisher : Routledge
  • Release Date : 2018-05-30

Experiences are an important part of our lives and increasingly represent a crucial topic to address for businesses and professionals. This book focuses on designing, staging and managing experiences within the context of the events, tourism and hospitality industries. It also illustrates current and future developments in these industries and

Experience Design
  • Author : Patrick Newbery,Kevin Farnham
  • Publisher : John Wiley & Sons
  • Release Date : 2013-08-08

Bridge the gap between business and design to improve thecustomer experience Businesses thrive when they can engage customers. And, whilemany companies understand that design is a powerful tool forengagement, they do not have the vocabulary, tools, and processesthat are required to enable design to make a difference.Experience Design bridges

Service Design for Business
  • Author : Ben Reason,Lavrans L?vlie,Melvin Brand Flu
  • Publisher : John Wiley & Sons
  • Release Date : 2015-12-14

Service design offers a tangible and effective approach for organizations to employ to better respond to the needs and demands of their customers. The Art of Services Design shows how organizations can employ the creativity of a design approach and connect it to the real issues and needs of people

Customer Experience Management
  • Author : Nihat Tavşan,Can Erdem
  • Publisher : Tasora Books
  • Release Date : 2018-05-07

We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. Today being brand is not a privilege any more, there are dozens of reliable brands almost in every industry. But still businesses need to differentiate and outperform the

Design Thinking
  • Author : Thomas Lockwood
  • Publisher : Simon and Schuster
  • Release Date : 2010-02-16

This thought-provoking and inspirational book covers such topics as: developing a solid creative process through “Visual Reflection Notebooks” and “Bring Play to Work”; understanding the artist’s unique identity in relation to the larger culture; building systems of support and collaboration; explaining how an artist’s needs and passions can

Customer Experience For Dummies
  • Author : Roy Barnes,Bob Kelleher
  • Publisher : John Wiley & Sons
  • Release Date : 2014-10-29

Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential tokeeping your business relevant. Today's business owners need toknow how to connect and engage with their customers through avariety of different channels, including online reviews and word ofmouth. Customer Experience For Dummies helps you listen

Designing the Digital Experience
  • Author : David Lee King
  • Publisher : Information Today, Inc.
  • Release Date : 2008

Written for creative, tech-savvy, and business-minded individuals who want to increase the accessibility of their websites, this sensible guidebook explains the concepts behind designing experiences on the internet. From helping customers quickly find information and make their purchases to clearly communicating needs and interests, this resource will not only develop

  • Author : Brian Solis
  • Publisher : John Wiley & Sons
  • Release Date : 2015-10-13

Welcome to a new era of business in which your brand is defined by those who experience it. Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you re not around? In an always-on world

Customer Experiences with Soul  A New Era in Design
  • Author : Simon Robinson,Maria Moraes Robinson
  • Publisher :
  • Release Date : 2017-06-06

This pioneering book explains how a whole organisation can come together to evolve an entirely new way of being in the world. It introduces the Holonomic Circle, a new tool which provides a holistic framework for designers, corporate executives, creative leaders and those starting a new business or initiative to

Customer Experience 3 0
  • Author : John Goodman
  • Publisher : AMACOM
  • Release Date : 2014-08-12

Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all in order to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past.

Agile Experience Design
  • Author : Lindsay Ratcliffe,Marc McNeill
  • Publisher : New Riders
  • Release Date : 2011-11-22

Agile development methodologies may have started life in IT, but their widespread and continuing adoption means there are many practitioners outside of IT--including designers--who need to change their thinking and adapt their practices. This is the missing book about agile that shows how designers, product managers, and development teams can

Customer Driven Transformation
  • Author : Joe Heapy,James Samperi,Oliver King
  • Publisher : Kogan Page Publishers
  • Release Date : 2018-07-03

Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence

Customer Experience Innovation
  • Author : Robert Dew
  • Publisher : Emerald Group Publishing
  • Release Date : 2018-08-13

This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies.