More is more : how the best companies go farther and work harder to create knock-your-socks off customer experiences /
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| Format: | eBook |
| Language: | English |
| Published: |
New York :
Routledge,
[2017]
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| Subjects: | |
| Online Access: | Connect to the full text of this electronic book |
Table of Contents:
- 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.