Customer Experience: How to design, measure and improve customer experience in your business, 1st edition

Published by Pearson (September 14, 2016) © 2017

  • Alan Pennington
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Title overview

Customer Experience (CE) is a key component of business strategy, yet knowing the practical steps of what to do can be tricky.

The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business.

From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. 

Samples

Preview sample pages from The Customer Experience Book >

Table of contents

  • Part 1 - Customer Experience in Business
  • 1. Does your customer experience happen by design or by accident?
  • 2. Connecting with your [inner] customer to create a customer intelligent company
  • 3. Emotions or how you feel and the customer experience
  • Part 2 - Customer Experience in Action
  • 4. Where are you? What do you want to deliver?
  • 5. How to plan and deliver an improved experience
  • 6. How to use Customer Journey Mapping
  • 7. How to design new and improved experiences (WOW versus consistency)
  • 8. How to use measures to drive and deliver your experience
  • 9. How small data can make the difference
  • 10. How to build trust through experience
  • 11. How to equip and support teams for success

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