The Customer Experience Book

How to design, measure and improve customer experience in your business

Business & Finance, Management & Leadership, Management
Cover of the book The Customer Experience Book by Alan Pennington, Pearson Education Limited
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Author: Alan Pennington ISBN: 9781292148489
Publisher: Pearson Education Limited Publication: September 15, 2016
Imprint: Pearson Language: English
Author: Alan Pennington
ISBN: 9781292148489
Publisher: Pearson Education Limited
Publication: September 15, 2016
Imprint: Pearson
Language: English

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.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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.

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