Martin Newman, Malcolm McDonald
100 Practical Ways to Improve Customer Experience
Achieve End-To-End Customer Engagement in a Multichannel World
Martin Newman, Malcolm McDonald
100 Practical Ways to Improve Customer Experience
Achieve End-To-End Customer Engagement in a Multichannel World
- Gebundenes Buch
- Merkliste
- Auf die Merkliste
- Bewerten Bewerten
- Teilen
- Produkt teilen
- Produkterinnerung
- Produkterinnerung
Transform your business by improving customer experience across the entire end-to-end value chain with this practical guide, including 100 tips and case studies from brands like Amazon, AirBnB and Uber.
Andere Kunden interessierten sich auch für
- Martin Newman100 Practical Ways to Improve Customer Experience35,99 €
- Simon BaileyMyths of Branding9,99 €
- Carlos GilThe End of Marketing94,99 €
- Carlos GilThe End of Marketing13,99 €
- Tim KnightCustomer Experience Excellence20,99 €
- Olivier DuhaThink Human78,99 €
- Christina IngeMarketing Metrics134,99 €
-
-
-
Transform your business by improving customer experience across the entire end-to-end value chain with this practical guide, including 100 tips and case studies from brands like Amazon, AirBnB and Uber.
Produktdetails
- Produktdetails
- Verlag: Kogan Page
- Seitenzahl: 304
- Erscheinungstermin: 26. Januar 2021
- Englisch
- Abmessung: 234mm x 156mm x 24mm
- Gewicht: 603g
- ISBN-13: 9781398693531
- ISBN-10: 1398693537
- Artikelnr.: 60321976
- Verlag: Kogan Page
- Seitenzahl: 304
- Erscheinungstermin: 26. Januar 2021
- Englisch
- Abmessung: 234mm x 156mm x 24mm
- Gewicht: 603g
- ISBN-13: 9781398693531
- ISBN-10: 1398693537
- Artikelnr.: 60321976
Martin Newman, Malcolm McDonald
Chapter
00: Introduction; Chapter
01: Put the customer first: if you don't, someone else will; Chapter
02: Marketplaces and disruptors are eating your lunch (taking your market share); Chapter
03: Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial services; Chapter
04: How to be disruptive in your own business; Chapter
05: The role of the store and its new footprint; Chapter
06: We live in a hyper
local world where mobile is key; Chapter
07: Organizational design to put the customer first; Chapter
08: Cultural change
must be top down and bottom up; Chapter
09: Less about corporate, more about social responsibility; Chapter
10: Retail as a service; Chapter
11: Winning the hearts and minds of customers in international markets; Chapter
12: Customer
centric marketing communications; Chapter
13: A new framework for the marketing mix: the Customer Mix or 6Ws; Chapter
14: Strategic social media and its importance to the whole organization; Chapter
15: The impact of AI, augmented virtual reality, machine learning and voice on customer experience; Chapter
16: The rise of the 'ations' in driving differentiation; Chapter
17: Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management; Chapter
18: So where do you start to transform your business?; Chapter
19: 100 practical ways to improve customer experience;
00: Introduction; Chapter
01: Put the customer first: if you don't, someone else will; Chapter
02: Marketplaces and disruptors are eating your lunch (taking your market share); Chapter
03: Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial services; Chapter
04: How to be disruptive in your own business; Chapter
05: The role of the store and its new footprint; Chapter
06: We live in a hyper
local world where mobile is key; Chapter
07: Organizational design to put the customer first; Chapter
08: Cultural change
must be top down and bottom up; Chapter
09: Less about corporate, more about social responsibility; Chapter
10: Retail as a service; Chapter
11: Winning the hearts and minds of customers in international markets; Chapter
12: Customer
centric marketing communications; Chapter
13: A new framework for the marketing mix: the Customer Mix or 6Ws; Chapter
14: Strategic social media and its importance to the whole organization; Chapter
15: The impact of AI, augmented virtual reality, machine learning and voice on customer experience; Chapter
16: The rise of the 'ations' in driving differentiation; Chapter
17: Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management; Chapter
18: So where do you start to transform your business?; Chapter
19: 100 practical ways to improve customer experience;
- Chapter - 00: Introduction;
- Chapter - 01: Put the customer first: if you don't, someone else will;
- Chapter - 02: Marketplaces and disruptors are eating your lunch (taking your market share);
- Chapter - 03: Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial services;
- Chapter - 04: How to be disruptive in your own business;
- Chapter - 05: The role of the store and its new footprint;
- Chapter - 06: We live in a hyper-local world where mobile is key;
- Chapter - 07: Organizational design to put the customer first;
- Chapter - 08: Cultural change - must be top down and bottom up;
- Chapter - 09: Less about corporate, more about social responsibility;
- Chapter - 10: Retail as a service;
- Chapter - 11: Winning the hearts and minds of customers in international markets;
- Chapter - 12: Customer-centric marketing communications;
- Chapter - 13: A new framework for the marketing mix: the Customer Mix or 6Ws;
- Chapter - 14: Strategic social media and its importance to the whole organization;
- Chapter - 15: The impact of AI, augmented virtual reality, machine learning and voice on customer experience;
- Chapter - 16: The rise of the 'ations' in driving differentiation;
- Chapter - 17: Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management;
- Chapter - 18: So where do you start to transform your business?;
- Chapter - 19: 100 practical ways to improve customer experience;
Chapter
00: Introduction; Chapter
01: Put the customer first: if you don't, someone else will; Chapter
02: Marketplaces and disruptors are eating your lunch (taking your market share); Chapter
03: Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial services; Chapter
04: How to be disruptive in your own business; Chapter
05: The role of the store and its new footprint; Chapter
06: We live in a hyper
local world where mobile is key; Chapter
07: Organizational design to put the customer first; Chapter
08: Cultural change
must be top down and bottom up; Chapter
09: Less about corporate, more about social responsibility; Chapter
10: Retail as a service; Chapter
11: Winning the hearts and minds of customers in international markets; Chapter
12: Customer
centric marketing communications; Chapter
13: A new framework for the marketing mix: the Customer Mix or 6Ws; Chapter
14: Strategic social media and its importance to the whole organization; Chapter
15: The impact of AI, augmented virtual reality, machine learning and voice on customer experience; Chapter
16: The rise of the 'ations' in driving differentiation; Chapter
17: Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management; Chapter
18: So where do you start to transform your business?; Chapter
19: 100 practical ways to improve customer experience;
00: Introduction; Chapter
01: Put the customer first: if you don't, someone else will; Chapter
02: Marketplaces and disruptors are eating your lunch (taking your market share); Chapter
03: Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial services; Chapter
04: How to be disruptive in your own business; Chapter
05: The role of the store and its new footprint; Chapter
06: We live in a hyper
local world where mobile is key; Chapter
07: Organizational design to put the customer first; Chapter
08: Cultural change
must be top down and bottom up; Chapter
09: Less about corporate, more about social responsibility; Chapter
10: Retail as a service; Chapter
11: Winning the hearts and minds of customers in international markets; Chapter
12: Customer
centric marketing communications; Chapter
13: A new framework for the marketing mix: the Customer Mix or 6Ws; Chapter
14: Strategic social media and its importance to the whole organization; Chapter
15: The impact of AI, augmented virtual reality, machine learning and voice on customer experience; Chapter
16: The rise of the 'ations' in driving differentiation; Chapter
17: Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management; Chapter
18: So where do you start to transform your business?; Chapter
19: 100 practical ways to improve customer experience;
- Chapter - 00: Introduction;
- Chapter - 01: Put the customer first: if you don't, someone else will;
- Chapter - 02: Marketplaces and disruptors are eating your lunch (taking your market share);
- Chapter - 03: Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial services;
- Chapter - 04: How to be disruptive in your own business;
- Chapter - 05: The role of the store and its new footprint;
- Chapter - 06: We live in a hyper-local world where mobile is key;
- Chapter - 07: Organizational design to put the customer first;
- Chapter - 08: Cultural change - must be top down and bottom up;
- Chapter - 09: Less about corporate, more about social responsibility;
- Chapter - 10: Retail as a service;
- Chapter - 11: Winning the hearts and minds of customers in international markets;
- Chapter - 12: Customer-centric marketing communications;
- Chapter - 13: A new framework for the marketing mix: the Customer Mix or 6Ws;
- Chapter - 14: Strategic social media and its importance to the whole organization;
- Chapter - 15: The impact of AI, augmented virtual reality, machine learning and voice on customer experience;
- Chapter - 16: The rise of the 'ations' in driving differentiation;
- Chapter - 17: Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management;
- Chapter - 18: So where do you start to transform your business?;
- Chapter - 19: 100 practical ways to improve customer experience;
"The vital importance of customer-centricity is an enduring business truth. Newman and McDonald's book creates a contemporary perspective on how businesses can embrace this goal in new ways. Typically, their ideas are hugely practical and straightforward for organizations to implement." David Wild, CEO, Domino's