| Description |
1 online resource |
| Note |
Title from title screen. |
| Bibliography |
Includes bibliographical references and index. |
| Contents |
Customer experience : the new competitive battleground -- Customer experience in the new normal -- The four essentials of profitable customer experience -- Case study: "Grocer moves shopping to the palms of customers? hands" -- B2B customer experience: different animal, same spots -- Case study: "Focus on customer success yields substantial cost savings at synopsys" -- Making it happen -- Throwing out the old playbook -- Mini profile: "Cardinal health transforms customer experience with a cross-company service system" -- The new customer experience recipe -- Mini profile: "Through engagement and interaction, the lego group plays well with customers" -- A fresh look at the top and bottom lines -- Technology : the core ingredient -- The underlying foundation for the customer experience edge -- Case study : customers, not cars, now drive auto importer?s strategy -- Adding disruptive technologies to advance the game -- Case study: "Cementing customer bonds" -- It as the catalyst of ce transformation -- Sustaining the "wow" -- Ten on-ramps to the customer experience freeway -- Measures of success -- Emerging economies : exporting profitable customer experience -- Mini profile: "Customer experience at akbank surpassed only by turkish bank?s growth" -- The future of customer experience -- Action items for the customer experience edge -- Afterword: customer experience edge in action at SAP. |
| Summary |
Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies; this book brings you practical and proven ways to create your customer experience programs and overall business strategies. -- Edited summary from book. |
| Language |
English. |
| Subject |
Consumer satisfaction.
|
|
Customer relations -- Management.
|
|
Customer services -- Technological innovations.
|
|
Consumer Behavior |
|
Consommateurs -- Satisfaction. |
|
Service à la clientèle -- Innovations. |
|
Consumer satisfaction |
|
Customer relations -- Management |
|
Customer services -- Technological innovations |
|
Commerce. |
|
Business & Economics. |
|
Marketing & Sales. |
|
Business and Management. |
| Added Author |
Hildebrand, Volker. Author.
|
|
Iyer, Vinay. Author.
|
| Other Form: |
Print version: Soudagar, Reza. Customer experience edge. 1st ed. New York : McGraw-Hill, ©2012 9780071786973 (DLC) 2011029505 (OCoLC)757802731 |
| ISBN |
9780071786966 (electronic bk.) |
|
0071786961 (electronic bk.) |
|
1283315602 |
|
9781283315609 |
|
9786613315601 |
|
6613315605 |
|
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