Name: In the Driving Seat of Customer Experience: With Customer Signals Management (en Inglés)
Price: 123.25 PEN
Availability: InStock
Author: Zanna Van Der Aa
ISBN: 9789492004918

portada In the Driving Seat of Customer Experience: With Customer Signals Management (en Inglés)

Formato

Libro Físico

Editorial

Warden Press

Autor

Zanna Van Der Aa

Año

2019

Idioma

Inglés

N° páginas

158

Encuadernación

Tapa Blanda

ISBN13

9789492004918

N° edición

Categorías

Atención al cliente

In the Driving Seat of Customer Experience: With Customer Signals Management (en Inglés)

Zanna Van Der Aa (Autor) · Warden Press · Tapa Blanda

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Origen: Estados Unidos (Costos de importación incluídos en el precio)

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Reseña del libro "In the Driving Seat of Customer Experience: With Customer Signals Management (en Inglés)"

Every organization receives signals from its customers, from satisfaction surveys, e-mails and telephone calls, to posts on social media. They're generally registered and a list of improvements drawn up, and then ... well, that's where companies lose their way. Which improvements have priority? Which will be most effective? How can I show that customer experience can earn the organization money? These are the key issues for customer signals management: a method which renders customer experience steerable in terms of both customer satisfaction and cost efficiency. In "In the Driving Seat of Customer Exerience", Zanna van der Aa navigates you through all the steps required to successfully map out customer experience. With a strong combination of theoretical underpinning and pragmatic applications, she offers inspiration in practical cases, tips and tools and lessons learned. The crux of the success of her method lies in measurability of the results, and therefore financial visibility of the benefits for the organization.This edition replaces the 2017 book "Customer Signals Management"