Customer Experience For Dummies

Customer Experience For Dummies

by Roy Barnes, Bob Kelleher


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Product Details

ISBN-13: 9781118725603
Publisher: Wiley
Publication date: 11/17/2014
Series: For Dummies Series
Pages: 360
Sales rank: 513,158
Product dimensions: 7.30(w) x 9.10(h) x 0.80(d)

About the Author

Roy Barnes is one of the leading authorities on CustomerExperience Design and Performance Management. He has more than 25years of experience delivering world class results in both thefor-profit and non-profit sectors. Bob Kelleher is theauthor of Employee Engagement For Dummies and the Founder of TheEmployee Engagement Group.

Table of Contents

Introduction 1

Part I: What Is Customer Experience? 5

Chapter 1: Basic Training: Customer Experience Basics 7

Chapter 2: Dollars and Sense: The Financial Impact of Customer Experience 17

Chapter 3: Identifying Customer Experience Killers 29

Chapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments 47

Part II: Creating Awesome Customer Experience 63

Chapter 5: The Anger Games: Dealing with an Angry Customer 65

Chapter 6: Good Intentions: Identifying Your Customer Experience Intent 83

Chapter 7: Channeling Your Inner Magellan: Mapping Your Customer’s Journey 95

Chapter 8: Experience by Design: Designing a Captivating Customer Experience 111

Chapter 9: So Emotional: Eliciting an Emotional Response from Your Customers 127

Part III: Essential Enabling Elements 141

Chapter 10: Plan Up: Redesigning Your Touchpoint Program in Four Weeks 143

Chapter 11: Can We Talk? Managing Customer Feedback and Fostering Dialogue 167

Chapter 12: Building Customer Experience Knowledge in the Broader Workforce 185

Chapter 13: Assembling and Managing Your Customer Experience Team 197

Part IV: Making it Stick 219

Chapter 14: Creating Your Customer-Centric Culture 221

Chapter 15: Measure Up: Measuring Performance 239

Chapter 16: Making the Most of Measures: Key Customer Experience Metrics 259

Chapter 17: Initiatives, Projects, and Programs . Oh My! 277

Part V: The Part of Tens 293

Chapter 18: Ten Ways to Improve Your Experience Delivery 295

Chapter 19: Ten Key Qualities of Awesome Customer Experience Advocates 301

Chapter 20: Ten Tools to Track Your Customer Experience Program’s Performance 309

Chapter 21: Ten(ish) Great Books for Boosting Customer Experience 321

Index 327

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