A guide for any organization that wants to move their customers to a more positive experience. The authors show how to transform your customer's experience and keep them engaged through the art of intentional service design.
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A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offe…
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.
Explaining numerous reasons why some customers are so hard to deal with, this practical book will show you what you can do to not only handle the difficult interactions, but also how to prepare for them so well that you can avoid them altogether. --
Explaining numerous reasons why some customers are so hard to deal with, this practical book will show you what you can do to not only handle the difficult interactions, but also how to prepare for them so well that you can avoid them altogether. --
Customer Experience Management for Water Utilities is one of the first books that discusses urban water supply from a marketing perspective. If you manage, govern, operate, or handle public outreach for a utility, (or have more than a passing interest in such worthy topics), I …
If you manage, govern, operate, or handle public outreach for a utility, (or have more than a passing interest in such worthy topics), I encourage you to read on. This book is a treasure -- Melanie K. Goetz, author of Communicating Water's Value: Talking Points, Tips & Strategie…
