Customer experience is, quite simply, how customer perceive every interaction with your company.
Based on fourteen years of research by the customer experience leaders at Forrester Research, this book offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem--proof that the roots of customer experience p…
Describes how companies can truly understand the needs of their customers by seeing a business through their eyes and enforcing the concept of customer service through every facet of the company, from finance to legal to marketing.
You need your customers more than they need you -- Customer experience means billions to business -- The customer experience ecosystem -- From bumper sticker to business discipline -- Strategy -- Customer understanding -- Design -- Measurement -- Governance -- Culture -- The nat…
For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.
Based on fourteen years of research by the customer experience leaders at Forrester Research, this book offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem--proof that the roots of customer experience p…
Describes how companies can truly understand the needs of their customers by seeing a business through their eyes and enforcing the concept of customer service through every facet of the company, from finance to legal to marketing.