B2B customer experience
Subtitle: a practical guide to delivering exceptional CX
By: Nick Hague and Paul Hague
Contributors: Hague, Paul N., author
Published: 2018
Language: eng
Number of pages: 226
ISBN-13: 9780749481858
Subjects: Customer loyalty; Customer relations
Notes: Includes bibliographical references and index.
Table of contents: title: Why bother?; title: Customer experience in business to business markets; title: Exploring customer experience, loyalty and inertia; title: Understanding customer experience and profitability; title: Mapping the customer experience position today; title: The six pillars of customer experience; title: Essential metrics for measuring customer experience; title: How to benchmark customer experience; title: What are the key drivers of customer experience?; title: Customer journey mapping and how to apply it; title: Strategies for achieving excellent customer experience; title: Developing a customer experience strategy; title: Securing buy-in at all levels of customer experience; title: Working with the sales and marketing teams to streamline customer experience; title: How to create an internal service culture; title: Using segmentation to deliver better customer experience; title: Implementation of a customer experience programme; title: The role of brands in creating better customer experience; title: The role of products in creating better customer experience; title: Price and its role in creating better customer experience; title: Place and its role in creating better customer experience; title: Promotion and its role in creating better customer experience; title: The role of people in creating better customer experience; title: Controls that ensure the customer experience programme stays on track; title: Measuring performance of customer experience initiatives; title: The challenge of continuous improvement in customer experience; title: Index.