The customer experience edge technology and techniques for delivering an enduring, profitable, and positive experience to your customers

Customer experience : the new competitive battleground -- Customer experience in the new normal -- The four essentials of profitable customer experience -- Case study: "Grocer moves shopping to the palms of customers' hands" -- B2B customer experience: different animal, same spots --...

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Bibliographische Detailangaben
1. Verfasser:	Soudagar, Reza (VerfasserIn)
Weitere Verfasser:	Iyer, Vinay (VerfasserIn), Hildebrand, Volker G. (VerfasserIn)
Format:	UnknownFormat
Sprache:	eng
Veröffentlicht:	New York u.a. McGraw-Hill c 2012
Ausgabe:	1st ed
Schlagworte:	Beziehungsmarketing > Kundenzufriedenheit > Kundenservice > Consumer satisfaction > Customer relations > Management > Customer services > Technological innovations
Online Zugang:	Inhaltsverzeichnis
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Beschreibung
Zusammenfassung:	Customer experience : the new competitive battleground -- Customer experience in the new normal -- The four essentials of profitable customer experience -- Case study: "Grocer moves shopping to the palms of customers' hands" -- B2B customer experience: different animal, same spots -- Case study: "Focus on customer success yields substantial cost savings at synopsys" -- Making it happen -- Throwing out the old playbook -- Mini profile: "Cardinal health transforms customer experience with a cross-company service system" -- The new customer experience recipe -- Mini profile: "Through engagement and interaction, the lego group plays well with customers" -- A fresh look at the top and bottom lines -- Technology : the core ingredient -- The underlying foundation for the customer experience edge -- Case study : customers, not cars, now drive auto importer's strategy -- Adding disruptive technologies to advance the game -- Case study: "Cementing customer bonds" -- It as the catalyst of ce transformation -- Sustaining the "wow" -- Ten on-ramps to the customer experience freeway -- Measures of success -- Emerging economies : exporting profitable customer experience -- Mini profile: "Customer experience at akbank surpassed only by turkish bank's growth" -- The future of customer experience -- Action items for the customer experience edge -- Afterword: customer experience edge in action at SAP.
Beschreibung:	Includes bibliographical references and index
Beschreibung:	XXVI, 292 S. graph. Darst.
ISBN:	007178697X 0-07-178697-X 9780071786973 978-0-07-178697-3