Description
Book SynopsisGain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth.
Table of ContentsIntroduction 1
Part I: What Is Customer Experience? 5
Chapter 1: Basic Training: Customer Experience Basics 7
Chapter 2: Dollars and Sense: The Financial Impact of Customer Experience 17
Chapter 3: Identifying Customer Experience Killers 29
Chapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments 47
Part II: Creating Awesome Customer Experience 63
Chapter 5: The Anger Games: Dealing with an Angry Customer 65
Chapter 6: Good Intentions: Identifying Your Customer Experience Intent 83
Chapter 7: Channeling Your Inner Magellan: Mapping Your Customer’s Journey 95
Chapter 8: Experience by Design: Designing a Captivating Customer Experience 111
Chapter 9: So Emotional: Eliciting an Emotional Response from Your Customers 127
Part III: Essential Enabling Elements 141
Chapter 10: Plan Up: Redesigning Your Touchpoint Program in Four Weeks 143
Chapter 11: Can We Talk? Managing Customer Feedback and Fostering Dialogue 167
Chapter 12: Building Customer Experience Knowledge in the Broader Workforce 185
Chapter 13: Assembling and Managing Your Customer Experience Team 197
Part IV: Making it Stick 219
Chapter 14: Creating Your Customer-Centric Culture 221
Chapter 15: Measure Up: Measuring Performance 239
Chapter 16: Making the Most of Measures: Key Customer Experience Metrics 259
Chapter 17: Initiatives, Projects, and Programs . Oh My! 277
Part V: The Part of Tens 293
Chapter 18: Ten Ways to Improve Your Experience Delivery 295
Chapter 19: Ten Key Qualities of Awesome Customer Experience Advocates 301
Chapter 20: Ten Tools to Track Your Customer Experience Program’s Performance 309
Chapter 21: Ten(ish) Great Books for Boosting Customer Experience 321
Index 327
