Customer Experience Management Rebooted Are you an Experience brand or an Efficiency brand 1st Edition by Steven 1349949051 9781349949052

Customer Experience Management Rebooted Are you an Experience brand or an Efficiency brand 1st Edition by Steven Walden – Ebook Instant Download/Delivery ISBN(s): 1349949051,  9781349949052

Product details:

• ISBN 10: 1349949051
• ISBN 13: 9781349949052
• Author: Steven

Walden shows why most customer experience management fails to improve the customer’s real experience and how to concentrate on the subjective emotional perceptions that drive the customer’s actual “experience” rather than the quantitative service efficiency metrics gathered by most CX tools. Customer experience management is not about managing every objective “experience” your customers have with you. It’s about understanding, measuring and creating “experiences” that customers “value”. So while service and efficiency are wonderful things, they represent “business as usual”; the ticket to the game, the platform from which “experiences” are created not the experience itself! The message of this book is that businesses are at risk!

Table of contents:

1: The Squonk
Part I: Understand
2: Right Understanding
3: Right Commercial Principles
Part II: Data
4: Right Data
5: Some Key Things That Make Subjective Data Different from Objective
6: The Subjective Data Line
7: Customer Experience Is Complex
Part III: Customer Experience Research
8: Traditional Surveys Are Efficiency Surveys
9: Best Practice CX Research Methods
Part IV: Emotions and the Customer Experience
10: The Value of Emotions
Part V: Mindset
11: Right Mindset
Part VI: Not Do
12: Customer Experience Bad
Part VII: And Finally
13: Interconnectedness

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