Meaningful Measurement of the Customer Experience, 2nd Edition - Couverture souple

Livre 4 sur 4: House of the Customer

Kihlstrom, Greg

 
9798879235951: Meaningful Measurement of the Customer Experience, 2nd Edition
Couverture souple
ISBN 13 : 9798879235951
Editeur : Independently published, 2024

Synopsis

Customer experience has become the primary method of competitive differentiation between most brands today. While most companies claim that customers and their needs drive decisions and priority within their organizations, when it comes time to prioritize customer needs, it can often be more difficult and less clear exactly how and what to do.

There are several reasons for this, and these reasons form the foundation of Meaningful Measurement of the Customer Experience. The book provides guidance on how to create a customer-centric culture that prioritizes customer needs while aligning internal teams around a common goal. It also provides a framework to create a system of meaningful measurement that can not only improve the customer experience by holistically looking at the customer journey, but provide a sustainable method for analysis and optimization with a more agile approach to continuous improvement. This provides internal teams with the metrics and justification they need to continue improving the customer experience, creates a collaborative, customer-centric culture aligned around common goals, and ultimately benefits the customers, who buy, buy more, buy more often, and tell others about their experiences.

This second edition of the book offers expanded commentary on best practices and the individual categories of measurement, as well as some new insights from thought leaders and experts. Drawing on Kihlström's experience working with top organizations, as well as dozens of interviews with Fortune 1000 customer experience leaders for this book and his podcast, The Agile Brand with Greg Kihlström, the secrets of planning, implementing, analyzing, and improving great customer experience in a sustainable way are demystified and made practical.

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

Éditeur
Independently published
Date d'édition
2024
Langue
anglais
ISBN 13 
9798879235951
Reliure
Broché
Nombre de pages
221
Coordonnées du fabricant
Manufactured by Amazon on behalf of the author
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