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|All Authors / Contributors:||
Harley Manning; Kerry Bodine; Forrester (Firm)
|Notes:||"New Harvest Books."|
|Description:||x, 260 p. : ill. ; 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 --
Customer understanding --
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.|
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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