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Document Type: | Book |
---|---|
All Authors / Contributors: |
Harley Manning; Kerry Bodine; Forrester (Firm) |
ISBN: | 9780547913988 0547913982 |
OCLC Number: | 778424138 |
Notes: | "New Harvest Books." |
Description: | x, 260 pages : illustrations ; 24 cm |
Contents: | I. The value of customer experience -- You need your customers more than they need you -- Customer experience means billions to business -- The customer experience ecosystem -- II. The six disciplines of customer experience -- From bumper sticker to business discipline -- Strategy -- Customer understanding -- Design -- Measurement -- Governance -- Culture -- III. How customer experience transforms companies -- The natural path to customer experience maturity -- The rise of the chief customer officer -- The customer experience race is on. |
Responsibility: | Harley Manning, Kerry Bodine, Forrester Research. |
Abstract:
Describes how companies can truly understand the needs of their customers by seeing a business through their eyes and enforcing the concept of customer service through every facet of the company, from finance to legal to marketing.
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