100 practical ways to improve customer experience
Subtitle: achieve end-to-end customer engagement in a multi-channel world
By: Martin Newman ; with Malcolm McDonald
Contributors: McDonald, Malcolm, author
Published: 2018
Language: eng
Number of pages: 281
ISBN-13: 9780749482671
Copyright date: 2018
Subjects: Industries; Management; Social aspects; Customer services; Organizational change; Marketing; Communication systems; Customer relations
Other titles: One hundred practical ways to improve customer experience :; Hundred practical ways to improve customer experience :
Notes: Includes bibliographical references and index.
Table of contents: title: Put the customer first : if you don't, someone else will; title: Marketplaces and disruptors are eating lunch (taking your market share); title: Removing friction from the customer's journey : getting the basics right in travel, retail, food and beverage, leisure and financial service; title: How to be disruptive in your own business; title: The role of the store and its new footprint; title: We live in a hyper-local world where mobile is key; title: Organisational design to put the customer first; title: Cultural change : must be top down and bottom up; title: Less about corporate, more about social responsibility; title: Retail as a service; title: Winning the hearts and minds of customers in international markets; title: Customer-centric marketing communications; title: A new framework for the marketing mix : the customer mix or 6Ws; title: Strategic social media and its importance to the whole organisation; title: The impact of AI, augmented virtual reality, machine learning and voice on customer experience; title: The rise of the 'ations' in driving differentiation; title: Understanding customer behaviour : turning data into actionable insight and the key drivers for customer relationship management; title: So where do you start to transform your business?.