Customer Experience Management Rebooted Are you an Experience brand or an Efficiency brand? /

• Main Author: Walden, Steven (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: London : Palgrave Macmillan UK : Imprint: Palgrave Macmillan, 2017.
• Subjects: Business.; Customer relations > Management.; Leadership.; Organization.; Planning.; Management.; Industrial management.; Big data.; Business and Management.; Customer Relationship Management.; Big Data/Analytics.; Business Strategy/Leadership.; Innovation/Technology Management.

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"; t...