03795cam a22005891i 4500 9780429328091 FlBoTFG 20260210180800.0 m d cr ||||||||||| 190823s2019 nyua o 000 0 eng d OCoLC-P eng rda pn OCoLC-P 9781000708028 (ePub ebook) : 1000708020 9781000707724 (PDF ebook) : 1000707725 9781000707878 (Mobipocket ebook) : 1000707873 9780429328091 (ebook) : 0429328095 9780367347987 (hbk.) 9780367346034 (pbk.) 10.4324/9780429328091 doi (OCoLC)1127839805 (OCoLC-P)1127839805 HF5415.5 BUS 018000 bisacsh BUS 016000 bisacsh BUS 053000 bisacsh KNS bicssc 658.812 23 Lafrenière, Daniel, author. Delivering fantastic customer experience : how to turn customer satisfaction into customer relationships / Daniel Lafrenière. 1st. New York : Productivity Press, 2019. 1 online resource : illustrations (black and white) text rdacontent still image rdacontent computer rdamedia online resource rdacarrier 1 What Is Customer Experience? 2 Why is Customer Experience so Important? 3 One Interaction. Multiple Touchpoints. 4 How To Create a Stellar Customer Experience 5 Measuring 6 Maintaining Customer Relationships. 7 The Importance of Digital Customer Experience 8 Why You Should Care About Social Media. 9 A Few Final Thoughts If you don't offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today's hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me - more personal, more relevant. With customers having higher expectations and access to more information than ever before, companies must create stellar, frictionless, personalized, and memorable customer experiences, if they plan to stay in the game. In this book, you will learn: What customer experience truly is. How emotions can increase customer loyaltyor make customers ditch a brand. Which behaviors and attitudes lose customers. Ten easy, practical, and proven ways to immediately improve your customer experience. What renowned companies do to offer the best customer experience. This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people, or installers. No matter what role you play, this book offers easy tips, recommendations, and examples to help improve customer experience, realistically, sustainably, and affordably. OCLC-licensed vendor bibliographic record. Customer relations. Consumer satisfaction. 4080 Customer loyalty. BUSINESS & ECONOMICS / Customer Service bisacsh BUSINESS & ECONOMICS / Consumer Behavior bisacsh BUSINESS & ECONOMICS / Quality Control bisacsh Taylor & Francis https://www.taylorfrancis.com/books/9780429328091 OCLC metadata license agreement http://www.oclc.org/content/dam/oclc/forms/terms/vbrl-201703.pdf 90978 90977