Transform Customer Experience
eBook - PDF

Transform Customer Experience

How to achieve customer success and create exceptional CX

Isabella Villani

  1. English
  2. PDF
  3. Available on iOS & Android
eBook - PDF

Transform Customer Experience

How to achieve customer success and create exceptional CX

Isabella Villani

Book details
Table of contents
Citations

About This Book

Your 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.

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Yes, you can access Transform Customer Experience by Isabella Villani in PDF and/or ePUB format, as well as other popular books in Business & Customer Relations. We have over one million books available in our catalogue for you to explore.

Information

Publisher
Wiley
Year
2019
ISBN
9780730369103
Edition
1
Topic
Business
Subtopic
Customer Relations
Index
Business

Table of contents

  1. TRANSFORM CUSTOMER EXPERIENCE
  2. Contents
  3. Foreword
  4. About the author
  5. Acknowledgements
  6. Introduction
  7. Chapter 1 Customer experience today
  8. Chapter 2 Your CX strategy
  9. Chapter 3 Building a CX culture
  10. Chapter 4 Personalising the experience
  11. Chapter 5 Customer journey mapping
  12. Chapter 6 Omnichannel CX
  13. Chapter 7 Customer success metrics
  14. Chapter 8 Insights into action
  15. Chapter 9 Stories from CX experts
  16. Chapter 10 The future of CX
  17. Appendix I: A few general notes
  18. Appendix II: Abbreviations
  19. Endnotes
  20. Glossary
  21. References
  22. Index
  23. EULA