| 书目名称 | Customer Experience Management Rebooted |
| 副标题 | Are you an Experienc |
| 编辑 | Steven Walden |
| 视频video | |
| 概述 | Extremely practical approach to a very hard topic – measuring subjective and qualitative data.CEM is not delivering as expected – this shows why and how to fix it.Author has spent years as a practitio |
| 图书封面 |  |
| 描述 | .Walden shows why most customer experience management fails to improve the customer’s real experience and how to concentrate on the subjective emotional perceptions that drive the customer’s actual “experience” rather than the quantitative service efficiency metrics gathered by most CX tools..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"; the ticket to the game, the platform from which “experiences” are created not the experience itself!.The message of this book is that businesses are at risk! Their uber focus on efficiency is leading them to miss the chance to connect more closely with their customer base and deliver on the creative potential of their brand. They ignore the fact that technology is an enabler of the “experience” it is not “the experience”. Customers are not data – they are people: living, breathing, contradictory, infuriating bundles of cognitive and emotionally-driven responses to stimuli..“Experience” deals with how customer |
| 出版日期 | Book 2017 |
| 关键词 | consumer psychology; customer needs; customer motivation; behavioral psychology; consumer research; brand |
| 版次 | 1 |
| doi | https://doi.org/10.1057/978-1-349-94905-2 |
| isbn_softcover | 978-1-349-95672-2 |
| isbn_ebook | 978-1-349-94905-2 |
| copyright | The Editor(s) (if applicable) and The Author(s) 2017 |
发表于 2025-3-21 17:36:06
