The customer experience edge
Subtitle: technology and techniques for delivering an enduring, profitable and positive experience to your customers
By: by Reza Soudagar, Vinay Iyer, Volker Hildebrand
Contributors: Iyer, Vinay; Hildebrand, Volker
Edition: 1st ed.
Publisher: McGraw-Hill
Published: 2012
Place of publication: New York
Language: eng
ISBN-13: 9780071786973
Subjects: Customer services; Technological innovations; Management; Consumer satisfaction; Customer relations
Notes: Includes bibliographical references and index.
Table of contents: title: Customer experience : the new competitive battleground; title: Customer experience in the new normal; title: The four essentials of profitable customer experience; title: Case study: "Grocer moves shopping to the palms of customers' hands"; title: B2B customer experience: different animal, same spots; title: Case study: "Focus on customer success yields substantial cost savings at synopsys"; title: Making it happen; title: Throwing out the old playbook; title: Mini profile: "Cardinal health transforms customer experience with a cross-company service system"; title: The new customer experience recipe; title: Mini profile: "Through engagement and interaction, the lego group plays well with customers"; title: A fresh look at the top and bottom lines; title: Technology : the core ingredient; title: The underlying foundation for the customer experience edge; title: Case study : customers, not cars, now drive auto importer's strategy; title: Adding disruptive technologies to advance the game; title: Case study: "Cementing customer bonds"; title: It as the catalyst of ce transformation; title: Sustaining the "wow"; title: Ten on-ramps to the customer experience freeway; title: Measures of success; title: Emerging economies : exporting profitable customer experience; title: Mini profile: "Customer experience at akbank surpassed only by turkish bank's growth"; title: The future of customer experience; title: Action items for the customer experience edge; title: Afterword: customer experience edge in action at SAP.