What customers crave
Subtitle: how to create relevant and memorable experiences at every touchpoint
By: Nicholas Webb
Publisher: AMACOM, American Management Association
Published: 2017
Language: eng
Number of pages: 257
ISBN-13: 9780814437810
Subjects: Customer services; Customer relations
Notes: Includes index.
Table of contents: title: Part one. What you need to know about the customer experience. The advent of "exceptional" customer service; title: Bring home the bacon: the value of customer types; title: The journey to exceptional customer experiences; title: Getting down to the nitty-gritty: why, who, and what; title: Innovating excellence; title: Innovation: a collaborative process; title: Part two. Mapping your customer's journey. The pre-touchpoint moment; title: The first touchpoint moment; title: The core touchpoint moment; title: The perfect last touchpoint moment; title: The in-touchpoint moment; title: Technology and the future of customer experience; title: Your roadmap to what customers crave.