Crafting Customer Experience Strategy
Lessons from Asia
Sapna Popli, Bikramjit Rishi, Sapna Popli, Bikramjit Rishi
- 308 Seiten
- English
- ePUB (handyfreundlich)
- Über iOS und Android verfügbar
Crafting Customer Experience Strategy
Lessons from Asia
Sapna Popli, Bikramjit Rishi, Sapna Popli, Bikramjit Rishi
Über dieses Buch
When analysing customer experience, there is often a disconnect in the kind of customer experience senior leadership believes their organizations deliver and what consumers say they actually receive.
Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a sustained competitive advantage for businesses. In uncovering this essential strategic challenge, this book explores the need to create customer experiences by design utilizing data, as well as the importance of engaging with the voice of the customer, the employee and the process in managing the customer journey.
In this book a range of real world insights are scrutinized from a variety of leading organizations; chapters explore a wide range of themes including how organizations create experiences, the customer journey, emotions, technology and the returns in designing improved experiences. This is an essential reading for marketing students, scholars and practitioners looking for understanding and insights in customer experience management.