Steven Walden: 1 book
Customer Experience Management Rebooted
Are you an Experience brand or an Efficiency brand?
Language: English
Release Date: March 2, 2017
Walden shows why most customer experience management fails to improve the customer’s real experience and how to concentrate on the subjective emotional perceptions that drive the customer’s actual “experience” rather than the quantitative service efficiency metrics gathered by most CX tools.
Customer...
