Walden, Steven
Customer Experience Management Rebooted
1. The Squonk
Steven Walden
Part I. Understand
2. Right Understanding
Steven Walden
3. Right Commercial Principles
Steven Walden
Part II. Data
4. Right Data
Steven Walden
5. Some Key Things That Make Subjective Data Different from Objective
Steven Walden
6. The Subjective Data Line
Steven Walden
7. Customer Experience Is Complex
Steven Walden
Part III. Customer Experience Research
8. Traditional Surveys Are Efficiency Surveys
Steven Walden
9. Best Practice CX Research Methods
Steven Walden
Part IV. Emotions and the Customer Experience
10. The Value of Emotions
Steven Walden
Part V. Mindset
11. Right Mindset
Steven Walden
Part VI. Not Do
12. Customer Experience Bad
Steven Walden
Part VII. And Finally
13. Interconnectedness
Steven Walden
Keywords: Business and Management, Customer Relationship Management, Organization, Big Data/Analytics, Business Strategy/Leadership, Innovation/Technology Management
- Author(s)
- Walden, Steven
- Publisher
- Springer
- Publication year
- 2017
- Language
- en
- Edition
- 1
- Page amount
- 19 pages
- Category
- Economy
- Format
- Ebook
- eISBN (PDF)
- 9781349949052
- Printed ISBN
- 978-1-349-94904-5