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Informationen zum Autor Roy Barnes is one of the leading authorities on Customer Experience Design and Performance Management. He has more than 25 years of experience delivering world class results in both the for-profit and non-profit sectors. Bob Kelleher is the author of Employee Engagement For Dummies and the Founder of The Employee Engagement Group. Klappentext Learn to: Move past "satisfaction" to engagement Measure the financial return of engaged customers Map your customer touchpoints Create measurable customer change Gain, engage, and retain customers with positive experiences If you're a businessperson, you know that creating a engaging customer experience is absolutely essential to keep your company relevant and top of mind. This book helps you listen to your customers and offers practical, easy-to-implement solutions for incorporating customer engagement into your business plans to attract loyal, happy customers. Dollars and sense -- get down to the nitty gritty of customer engagement and grasp its financial impact on your overall business plan Channel your inner Magellan -- map your customer's journey, design a captivating customer experience, and elicit an emotional response from your customers Utilize your customer engagement toolbox -- manage customer feedback, foster dialogue, and assemble the right customer experience team All about the customer -- discover customer experience metrics, measure performance, maintain alignment, and embed the customer in your culture Open the book and find: Customer experience killers to avoid Positive ways to deal with an unhappy customer Guidance on defining your customer experience intent A four week plan to redesign your touchpoints Tips for managing a crack customer experience team Unbelievable capabilities of awesome customer advocates Ten things to do to improve your own experience delivery Zusammenfassung Gain! engage! and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels! including online reviews and word of mouth. Inhaltsverzeichnis Introduction 1 Part I: What Is Customer Experience? 5 Chapter 1: Basic Training: Customer Experience Basics 7 Chapter 2: Dollars and Sense: The Financial Impact of Customer Experience 17 Chapter 3: Identifying Customer Experience Killers 29 Chapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments 47 Part II: Creating Awesome Customer Experience 63 Chapter 5: The Anger Games: Dealing with an Angry Customer 65 Chapter 6: Good Intentions: Identifying Your Customer Experience Intent 83 Chapter 7: Channeling Your Inner Magellan: Mapping Your Customer's Journey 95 Chapter 8: Experience by Design: Designing a Captivating Customer Experience 111 Chapter 9: So Emotional: Eliciting an Emotional Response from Your Customers 127 Part III: Essential Enabling Elements 141 Chapter 10: Plan Up: Redesigning Your Touchpoint Program in Four Weeks 143 Chapter 11: Can We Talk? Managing Customer Feedback and Fostering Dialogue 167 Chapter 12: Building Customer Experience Knowledge in the Broader Workforce 185 Chapter 13: Assembling and Managing Your Customer Experience Team 197 Part IV: Making it Stick 219 Chapter 14: Creating Your Customer-Centric Culture 221 Chapter 15: Measure Up: Measuring Performance 239 Chapter 16: Making the Most of Measures: Key Customer Experience Metrics 259 Chapter 17: Initiatives, Projects, and Programs Oh My! 277 Part V: The Part of Tens 293 Chapter 18: Ten ...
