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Walden, Steven

Customer Experience Management Rebooted

Walden, Steven - Customer Experience Management Rebooted, ebook

38,45€

Ebook, PDF with Adobe DRM
ISBN: 9781349949052
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Table of contents

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)
Publisher
Springer
Publication year
2017
Language
en
Edition
1
Category
Economy
Format
Ebook
eISBN (PDF)
9781349949052
Printed ISBN
978-1-349-94904-5

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