A positive customer experience is absolutely essential to
keeping your business relevant. Today's business owners need to
know how to connect and engage with their customers through a
variety of different channels, including online reviews and word of
mouth. Customer Experience For Dummies helps you listen to
your customers and offers friendly, practical, and
easy-to-implement solutions for incorporating customer engagement
into your business plans and keep the crowds singing your
praises.

The book will show you simple and attainable ways to increase
customer experience and generate sales growth, competitive
advantage, and profitability. You'll get the know-how to
successfully optimize social media to create more loyal customers,
provide feedback that keeps them coming back for more, become a
trustworthy and transparent entity that receives positive reviews,
and so much more.

Gives you the tools you need to target customers more
precisely
Helps you implement new social and mobile strategies
Shows you how to generate and maintain customer loyalty in
order to achieve success through multiple channels
Explains how a fully-engaged customer can help you outperform
the competition
Learn how to respond effectively to customer feedback

Your brand's reputation and success is your lifeblood, and
Customer Experience For Dummies shows you how to stay
relevant, add value, and win and retain customers.

Auteur

Roy Barnes is one of the leading authorities on Customer Experience Design and Performance Management. He has more than 25 years of experience delivering world class results in both the for-profit and non-profit sectors.

Bob Kelleher is the author of Employee Engagement For Dummies and the Founder of The Employee Engagement Group.

Texte du rabat

Learn to:

Move past satisfaction to engagement
Measure the financial return of engaged customers
Map your customer touchpoints
Create measurable customer change
Gain, engage, and retain customers with positive experiences

If you're a businessperson, you know that creating a engaging customer experience is absolutely essential to keep your company relevant and top of mind. This book helps you listen to your customers and offers practical, easy-to-implement solutions for incorporating customer engagement into your business plans to attract loyal, happy customers.

Dollars and sense get down to the nitty gritty of customer engagement and grasp its financial impact on your overall business plan
Channel your inner Magellan map your customer's journey, design a captivating customer experience, and elicit an emotional response from your customers
Utilize your customer engagement toolbox manage customer feedback, foster dialogue, and assemble the right customer experience team
All about the customer discover customer experience metrics, measure performance, maintain alignment, and embed the customer in your culture
Open the book and find:
Customer experience killers to avoid
Positive ways to deal with an unhappy customer
Guidance on defining your customer experience intent
A four week plan to redesign your touchpoints
Tips for managing a crack customer experience team
Unbelievable capabilities of awesome customer advocates
Ten things to do to improve your own experience delivery

Résumé
Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises.

The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more.

Gives you the tools you need to target customers more precisely
Helps you implement new social and mobile strategies
Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels
Explains how a fully-engaged customer can help you outperform the competition
Learn how to respond effectively to customer feedback
Your brand's reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers.

Contenu

Introduction 1

Part I: What Is Customer Experience? 5

Chapter 1: Basic Training: Customer Experience Basics 7

Chapter 2: Dollars and Sense: The Financial Impact of Customer Experience 17

Chapter 3: Identifying Customer Experience Killers 29

Chapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments 47

Part II: Creating Awesome Customer Experience 63

Chapter 5: The Anger Games: Dealing with an Angry Customer 65

Chapter 6: Good Intentions: Identifying Your Customer Experience Intent 83

Chapter 7: Channeling Your Inner Magellan: Mapping Your Customer's Journey 95

Chapter 8: Experience by Design: Designing a Captivating Customer Experience 111