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...

Table of Contents:

• 1. The Squonk
• Section 1: Understand
• 2. Right understanding
• 3. Right commercial principles
• Section 2: 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
• Section 3: Customer experience research
• 8. Traditional surveys are efficiency surveys
• 9. Customer experience research
• Section 4: Emotions and the Customer Experience
• 10. The value of emotions
• Section 5: Mind-set
• 11. Right mind-set
• Section 6: Not Do
• 12. Customer experience bad
• Section 7: And finally
• 13. Interconnectedness.