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Customer Xperience Leadership: A Blueprint To Maximize Performance - Couverture rigide

Goldschmidt, Nadav

 
9789811264085: Customer Xperience Leadership: A Blueprint To Maximize Performance
Couverture rigide
ISBN 10 : 9811264082 ISBN 13 : 9789811264085
Editeur : WSPC, 2024

Synopsis

The success of private sector companies as well as public sector organizations is positively correlated with the level of customer experience they deliver. Outstanding experiences lead to high performance, satisfied customers, and many other positive outcomes. Poor experiences lead to countless negative problems and obstacles within the company and dissatisfied, frustrated customers outside. Given the importance of experiences, substantial resources are invested in improving them. Yet, the results are often disappointing. Companies have a difficult time fulfilling customers' expectations and satisfying their needs consistently, over time. Especially in the digital era we live in. This raises a question: Is there a roadmap that can help people and organizations achieve their experience goals? This book focuses on this issue. This interdisciplinary book offers a holistic, step-by-step blueprint for students, practitioners, and managers interested in understanding how to create exceptional customer experiences and learning how to effectively manage them. A unique model is presented. It includes four parts which are broken down into fourteen lectures. Each lecture deals with a specific topic and includes research-based figures and graphs, practical tools, and easy-to-implement customer-focused actions. Every lecture is one piece of the blueprint and together, they offer a path to experience leadership.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l'auteur

Nadav Goldschmidt received his PhD from Cornell University specializing in Service Management. Nadav teaches a variety of customer experience courses, his research focuses on world-class service companies' DNA and his previous two books are Managing Customer Expectations and Reflection Management. He is also a consultant, working with companies to achieve customer experience success.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
WSPC
Date d'édition
2024
Langue
anglais
ISBN 10 
9811264082
ISBN 13 
9789811264085
Reliure
Relié
Nombre de pages
282
Coordonnées du fabricant
non disponible
Personne responsable
gpsr@libri.de
gpsr@libri.de

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