Gain, engage, and retain customers with positive experiences
A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises.
The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more.
Gives you the tools you need to target customers more precisely Helps you implement new social and mobile strategies Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels Explains how a fully-engaged customer can help you outperform the competition Learn how to respond effectively to customer feedback
Your brand's reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers.
By:
Roy Barnes,
Bob Kelleher (The Employee Engagement Group),
Bob Kelleher (?)
Imprint: For Dummies
Country of Publication: United States
Dimensions:
Height: 234mm,
Width: 185mm,
Spine: 28mm
Weight: 476g
ISBN: 9781118725603
ISBN 10: 1118725603
Pages: 368
Publication Date: 20 January 2015
Audience:
General/trade
,
ELT Advanced
Format: Paperback
Publisher's Status: Active
Introduction 1 Part I: What Is Customer Experience? 5 Chapter 1: Basic Training: Customer Experience Basics 7 Chapter 2: Dollars and Sense: The Financial Impact of Customer Experience 17 Chapter 3: Identifying Customer Experience Killers 29 Chapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments 47 Part II: Creating Awesome Customer Experience 63 Chapter 5: The Anger Games: Dealing with an Angry Customer 65 Chapter 6: Good Intentions: Identifying Your Customer Experience Intent 83 Chapter 7: Channeling Your Inner Magellan: Mapping Your Customer’s Journey 95 Chapter 8: Experience by Design: Designing a Captivating Customer Experience 111 Chapter 9: So Emotional: Eliciting an Emotional Response from Your Customers 127 Part III: Essential Enabling Elements 141 Chapter 10: Plan Up: Redesigning Your Touchpoint Program in Four Weeks 143 Chapter 11: Can We Talk? Managing Customer Feedback and Fostering Dialogue 167 Chapter 12: Building Customer Experience Knowledge in the Broader Workforce 185 Chapter 13: Assembling and Managing Your Customer Experience Team 197 Part IV: Making it Stick 219 Chapter 14: Creating Your Customer-Centric Culture 221 Chapter 15: Measure Up: Measuring Performance 239 Chapter 16: Making the Most of Measures: Key Customer Experience Metrics 259 Chapter 17: Initiatives, Projects, and Programs Oh My! 277 Part V: The Part of Tens 293 Chapter 18: Ten Ways to Improve Your Experience Delivery 295 Chapter 19: Ten Key Qualities of Awesome Customer Experience Advocates 301 Chapter 20: Ten Tools to Track Your Customer Experience Program’s Performance 309 Chapter 21: Ten(ish) Great Books for Boosting Customer Experience 321 Index 327
Roy Barnes is one of the leading authorities on Customer Experience Design and Performance Management. He has more than 25 years of experience delivering world class results in both the for-profit and non-profit sectors. Bob Kelleher is the author of Employee Engagement For Dummies and the Founder of The Employee Engagement Group.
