Leading the Customer Experience

How to Chart a Course and Deliver Outstanding Results
1. Auflage 2021
ISBN: 978-1-78966-689-2
Verlag: Kogan Page

Buch, Englisch, 280 Seiten, Format (B × H): 161 mm x 240 mm, Gewicht: 792 g

DISTINGUISHED FAVORITE: NYC Big Book Award 2021 - Marketing & PRMany organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services and technologies such as AI and mobile. Failing to build the necessary strategy, culture and processes, they suffer from high costs, dissatisfied customers and brand damage. The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way. Leading the Customer Experience is easy to understand and imminently practical. It is based on the author's extensive experience both as a founding partner of one of the world's most influential customer management organizations, and his work with B2B and B2C organizations in the private and public sectors. The author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. Leading the Customer Experience is relatable to anyone leading, managing or aspiring to better understand customer experience.

Autoren/Hrsg.

Cleveland, Brad

Weitere Mitwirkende

McKain, Scott

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing
• Wirtschaftswissenschaften Betriebswirtschaft Management Strategisches Management
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management E-Commerce, E-Business, E-Marketing

Inhaltsverzeichnis

• • Chapter - 00: Introduction;
  • Chapter - 01: Build Your Approach - Getting Started;
  • Chapter - 02: Build Your Approach - Engaging Your Team;
  • Chapter - 03: Listen and Learn - Hearing Your Customers;
  • Chapter - 04: Listen and Learn - Leveraging Customer Service;
  • Chapter - 05: Educate and Design - Telling Your Customer's Story;
  • Chapter - 06: Educate and Design - Shaping Processes and Technology;
  • Chapter - 07: Inspire and Execute - Building Customer Advocacy;
  • Chapter - 08: Inspire and Execute - Delivering Perfection;
  • Chapter - 09: Adjust and Innovate - Assessing and Improving;
  • Chapter - 10: Adjust and Innovate - Keeping the Momentum Going

Über Autor(innen)

Cleveland, Brad
Brad Cleveland is known globally as one of today's foremost experts in customer strategy and management. Based in Sun Valley, Idaho, he has worked across 45 states and in over 60 countries for clients as diverse as American Express, Apple, USAA, the University of California, and the federal governments of Australia, Canada, and the U.S. His books and articles have been translated into more than a dozen languages. He is a sought-after consultant and keynote speaker.

Brad Cleveland is known globally as one of today's foremost experts in customer strategy and management. He has worked across 45 states and 60 countries for clients as diverse as American Express, Apple, USAA, the University of California and the federal governments of Australia, Canada and the U.S. His books, articles and LinkedIn Learning courses have been translated into a dozen languages. He was a founding partner and former CEO of the International Customer Management Institute. Today, he is a sought-after consultant and speaker. He divides his time between Sun Valley, Idaho and San Diego, California.