http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
how the best companies go farther and work harder to create knock-your-socks off customer experiences
Introduction: what is customer experience : and why is it important? -- The customer experience today and tomorrow -- The current state of customer experience -- Customers want to do business on their terms -- The growing role of technology in customer experience -- Cleaning up a mess of big data and marketing -- Creating knock-your-socks-off customer experience: D.O.M.O.R.E -- Design something special -- Offer a strong employee experience -- Modernize with technology -- Obsess over the customer -- Reward responsibility and accountability -- Embrace disruption and innovation -- Designing the customer experience of the future -- The six rings of the modern customer experience -- Culture, vision, and priorities -- Generational customer experience -- Making it right with your customers -- A focus on quarterly profits kills long-term growth -- Conclusion -- Notes -- References -- Index.
Includes bibliographical references and index.