LEADER 02747nam 2200469 450 001 9910793217003321 005 20200520144314.0 010 $a0-7303-6910-2 010 $a0-7303-6838-6 035 $a(CKB)4100000007585041 035 $a(Safari)9780730368366 035 $a(OCoLC)1113867595 035 $a(OCoLC)on1113867595 035 $a(Au-PeEL)EBL5649350 035 $a(OCoLC)1083522382 035 $a(CaSebORM)9780730368366 035 $a(MiAaPQ)EBC5649350 035 $a(EXLCZ)994100000007585041 100 $a20190218d2019 uy 0 101 0 $aeng 135 $aurunu|||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aTransform customer experience $ehow to achieve customer success and create exceptional CX /$fIsabella Villani 205 $a1st edition 210 1$aMilton, Queensland :$cWiley,$d2019. 215 $a1 online resource (1 volume) $cillustrations 311 $a0-7303-6836-X 320 $aIncludes bibliographical references and index. 330 $aYour customers are your future. Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart. From services to products, online to in-person, small-scale to multinational, your customers? loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution. Transform Customer Experience offers real-life insights into effective strategies for developing and implementing Customer Experience (CX) programs in a range of corporate, governmental and non-profit environments. ? Shows you how to address dimensions of diversity in the customer base ? Outlines customer journey mapping ? Discusses the implications of customers? omnichannel engagement ? Addresses the importance of positive employee experience in establishing a supportive CX culture. Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it. 606 $aRelationship marketing 615 0$aRelationship marketing. 676 $a658.812 700 $aVillani$b Isabella$01527593 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910793217003321 996 $aTransform customer experience$93770560 997 $aUNINA