Customer Experience Management Rebooted: Are you an Experience brand or an Efficiency brand? by Steven Walden
English | 31 Mar. 2017 | ISBN: 1349949043 | 260 Pages | PDF | 3.26 MB
Walden shows why most customer experience management fails to improve the customer’s real experience and how to concentrate on the subjective emotional perceptions that drive the customer’s actual “experience” rather than the quantitative service efficiency metrics gathered by most CX tools.