Customer experience (CX): High-impact Strategies – What You Need to Know: Definitions, Adoptions, Impact, Benefits, Maturity, Vendors

Аннотация

Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context. This book is your ultimate resource for Customer experience (CX). Here you will find the most up-to-date information, analysis, background and everything you need to know. In easy to read chapters, with extensive references and links to get you to know all there is to know about Customer experience (CX) right away, covering: Customer experience, Attitudinal analytics, Brand community, Business Augmentation Services, Catriona Campbell, ClickTale, COPC Inc., Customer Data Integration, Customer dynamics, Customer experience analytics, Customer experience systems, Customer experience transformation, Customer Feedback Management services, Customer insight, Customer Integrated System, Customer intelligence, Customer interaction management, Customer intimacy, Customer involvement management, Customer lifecycle management, Customer reference program, Customer relationship management, Customer service, Customer service training, Demand chain, Enterprise relationship management, Extended Relationship Management, Facing (retail), Foviance, Help desk, House call, Incentive program, Institute of Customer Service, Kampyle (Software), Lead scoring, Music on hold, National Asset Recovery Services, Outsourcing relationship management, Product support, Quality Assurance in Public Transport, Relationship Management Application (RMA), Sales process engineering, Service guarantee, Service rate, Social CRM, Speech analytics, Customer support, SWIFTNet InterAct Realtime, SWIFTNet InterAct Store and Forward, Tealeaf, Technical support, The International Customer Service Institute, Touchpoint, Usability Sciences, Advanced 365, Application service provider, Automated attendant, Business service provider, Employee experience management, The Experience Economy, Freightgate, Functional branding, Industrialization of services business model, Integrated customer management, Internet hosting service, IP Managed VAS, Managed Print Services, Managed services, Management as a Service, Night service, ORBIT Systems, Inc., Quality (business), Queueing theory, Reverse bounty, Service (economics), Service climate, Service delivery framework, Service design, Service dominant logic (marketing), Service economy, Service mark, Service provider, Service recovery paradox, Service Science and Engineering, Service Science, Management and Engineering, Service system, Services marketing, Shared services, Software as a service, Suggestion box, YSoftThis book explains in-depth the real drivers and workings of Customer experience (CX). It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of Customer experience (CX) with the objectivity of experienced professionals.