Customer Experience Management Schmitt

Customer Experience Management Rebooted: Are you an Experience brand or an Efficiency brand?

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.

Customer Experience  eBooks & eLearning

Posted by tanas.olesya at June 24, 2016
Customer Experience

Customer Experience: Forum Dienstleistungsmanagement von Manfred Bruhn
Deutsch | 4. Mai 2012 | ISBN: 3834940003 | 491 Seiten | PDF | 7 MB

Customer Experience Management (CEM) ist ein Prozess des strategischen Managements zur Gestaltung aller Kundenerlebnisse mit einem Unternehmen über sämtliche Kundenkontaktpunkte hinweg.
The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever

The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever by Jeofrey Bean, Sean Van Tyne
2011 | ISBN: 098266446X | English | 160 pages | EPUB | 0.25 MB

Social Customer Experience: Engage and Retain Customers through Social Media  eBooks & eLearning

Posted by nebulae at April 30, 2014
Social Customer Experience: Engage and Retain Customers through Social Media

Dave Evans and Joe Cothrel, "Social Customer Experience: Engage and Retain Customers through Social Media"
English | ISBN: 1118826108 | 2014 | 384 pages | EPUB | 17 MB
The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level

The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level By Colin Shaw, Ryan Hamilton
English | EPUB | 2016 | 216 Pages | ISBN : 1137534281 | 2.02 MB

Building on the work of Daniel Kahneman (Thinking Fast and Slow), Dan Ariely (Predictably Irrational), Shaw and Hamilton provide a new understanding of how people behave, explain what it means for organizations who really want to understand their customers, and show you what to do to create exceptional customer experiences.
The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level (repost)

Colin Shaw, Ryan Hamilton, "The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level"
2016 | ISBN-10: 1137534281 | 216 pages | PDF | 6 MB
Service Design for Business: A Practical Guide to Optimizing the Customer Experience

Service Design for Business: A Practical Guide to Optimizing the Customer Experience by Ben Reason and Lavrans Løvlie
English | 2015 | ISBN: 1118988922, 8126560061 | 208 pages | PDF | 3,7 MB

Managing Customer Experience and Relationships: A Strategic Framework, 3 edition  eBooks & eLearning

Posted by interes at Dec. 14, 2016
Managing Customer Experience and Relationships: A Strategic Framework, 3 edition

Managing Customer Experience and Relationships: A Strategic Framework, 3 edition by Don Peppers and Martha Rogers
English | 2016 | ISBN: 1119236258 | 624 pages | PDF | 9 MB
Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a... (repost)

Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a Hospital by Rhonda Dishongh, Qaalfa Dibeehi, Kalina Janevska, Gregory D. Erickson
English | 2013 | ISBN: 1466583088 | 137 pages | PDF | 5 MB
The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level

Colin Shaw, Ryan Hamilton, "The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level"
2016 | ISBN-10: 1137534281 | 216 pages | PDF | 6 MB