Transform Customer Experience How to achieve customer success and create exceptional CX 1st Edition by Isabella Villani ISBN 9780730368380 073036836X
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Product details:
ISBN 10: 073036836X
ISBN 13: 9780730368380
Author: Isabella Villani
Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart.
From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. __Transform Customer Experience__ is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.
__Transform Customer Experience__ offers real-life insights into effective strategies for developing and implementing Customer Experience (CX) programs in a range of corporate, governmental and non-profit environments.
• Shows you how to address dimensions of diversity in the customer base
• Outlines customer journey mapping
• Discusses the implications of customers’ omnichannel engagement
• Addresses the importance of positive employee experience in establishing a supportive CX culture.
__Transform Customer Experience__ explains why you need to embed customer experience in your organisation and shows you how to do it.
Transform Customer Experience How to achieve customer success and create exceptional CX 1st Edition Table of contents:
Part 1: Understanding the Customer Experience Landscape
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The Evolution of Customer Experience
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Customer Success versus Customer Experience
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Why Customer Experience Matters
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The Business Case for CX Transformation
Part 2: Building a CX Strategy
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Defining Your CX Vision and Goals
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Mapping the Customer Journey
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Customer Insights and Data Analytics
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Design Thinking and Innovation in CX
Part 3: Delivering Exceptional Customer Experiences
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Creating a Customer-Centric Culture
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Leadership and Employee Engagement
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Technology and Digital Transformation in CX
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Personalisation and the Human Touch
Part 4: Measuring and Sustaining Success
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CX Metrics and KPIs
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Feedback Loops and Continuous Improvement
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Governance and Accountability for CX
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Sustaining Long-Term Customer Success
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