LEADER 03461nam 2200505 450 001 9910154941403321 005 20230808200253.0 010 $a1-292-14847-0 035 $a(CKB)3710000000924788 035 \\$a(Safari)9781292148489 035 $a(OCoLC)960211663 035 $a(MiAaPQ)EBC5186332 035 $a(MiAaPQ)EBC5187771 035 $a(MiAaPQ)EBC5832185 035 $a(MiAaPQ)EBC5138569 035 $a(MiAaPQ)EBC6398810 035 $a(Au-PeEL)EBL5138569 035 $a(OCoLC)959608874 035 $a(EXLCZ)993710000000924788 100 $a20190814d2016 uy 0 101 0 $aeng 135 $aurunu|||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 14$aThe customer experience book $ehow to design, measure and improve customer experience in your business /$fAlan Pennington 205 $a1st ed. 210 1$aHarlow, England :$cPearson,$d2016. 215 $a1 online resource (1 volume) $cillustrations 300 $aIncludes index. 327 $aCover -- Half Title Page -- Title Page -- Copyright Page -- Contents -- About the author -- Acknowledgements -- Publisher's acknowledgements -- Introduction -- Part 1 Customer experience in business -- 1 Does your customer experience happen by design or by accident? -- 2 Connecting with your customer to create a customer intelligent company -- 3 Emotions or how you feel and the customer experience -- Part 2 Customer experience in action -- 4 Where are you? What do you want to deliver? -- 5 How to plan the delivery of an improved customer experience -- 6 How to use customer journey mapping -- 7 How to design new and improved experiences -- 8 How to use measures to drive and deliver your experience -- 9 How small data can make the difference -- 10 How to build trust through experience -- 11 How to equip and support teams for success -- Index. 330 $aCustomer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business.   From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you'll discover:   Why customer experience is so important in business - and how it applies to you How to use customer experience tools in your business - step by step guides on how to use CX metrics and how to learn from them   Alongside the theory and practical how-to guidance, there will be a range of examples of 'thinking differently' about everyday situations to engage the reader. Plus, with case studies from International Companies, readers will discover not only what works well but also the hard lessons they have learned.     The Customer Experience Book shows you how to understand, measure and improve customer experience in your business, whatever your level. 606 $aCustomer relations 606 $aCustomer services 615 0$aCustomer relations. 615 0$aCustomer services. 676 $a658.812 700 $aPennington$b Alan$c(Customer experience consultant),$01378255 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910154941403321 996 $aThe customer experience book$93416473 997 $aUNINA