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Measuring customer experience : how to develop and execute the most profitable customer experience strategies / Philipp Klaus.

By: Klaus, Philipp [autor.]Material type: TextTextLanguage: English Publisher: New York : Palgrave Macmillan, 2015Description: xiv, 166 páginas : ilustraciones ; 23 cmContent type: texto Media type: sin mediación Carrier type: volumenISBN: 9781137375452Subject(s): Servicio al cliente | Relaciones con los clientes | Satisfacción del cliente | Mercadeo de servicios | Innovación y tecnologíaDDC classification: 658.812
Contents:
1. Customer Experience. The origins and importance for your business ; 2. CX strategies and management practices ; 3. The 5 dimensions of CX management ; 4. The 3 types of CX management practice ; 5. Linking practices to profitability ; 6. Your CX management balance sheet : where are you and where do you want to be? : how to get from a (current state) to B : a step-by-step approach ; 7. The devil is in the details only what get measured gets managed ; 8. Best practice versus next practice ; 9. Concluding thoughts ; 10. The science behind the knowledge.
Abstract: Ahora, más que nunca, la experiencia del cliente desempeña un papel fundamental en el éxito y la longevidad de una empresa. Basado en herramientas científicas rigurosas y datos globales, este libro ofrece una guía simple pero completa sobre cómo dominar los desafíos del mercado y cómo ofrecer un rendimiento superior a través de la gestión efectiva de la experiencia del cliente.
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Item type Current library Collection Call number Copy number Status Date due Barcode Item holds
Libros Libros Biblioteca CESA

Diagonal 34 A No. 5 A - 23 

Casa Incolda

PBX: 339 53 00

serviciosbiblioteca@cesa.edu.co

Piso 1
General 658.812 / K636m 2015 (Browse shelf(Opens below)) Ej.1 Available 7101027327
Libros Libros Biblioteca CESA

Diagonal 34 A No. 5 A - 23 

Casa Incolda

PBX: 339 53 00

serviciosbiblioteca@cesa.edu.co

Piso 1
General 658.812 / K636m 2015 (Browse shelf(Opens below)) Ej.2 Available 7101027349
Libros Libros Biblioteca CESA

Diagonal 34 A No. 5 A - 23 

Casa Incolda

PBX: 339 53 00

serviciosbiblioteca@cesa.edu.co

Piso 1
General 658.812 / K636m 2015 (Browse shelf(Opens below)) Ej.3 Available 7101027348
Total holds: 0

Incluye índice y referencias bibliográficas.

1. Customer Experience. The origins and importance for your business ; 2. CX strategies and management practices ; 3. The 5 dimensions of CX management ; 4. The 3 types of CX management practice ; 5. Linking practices to profitability ; 6. Your CX management balance sheet : where are you and where do you want to be? : how to get from a (current state) to B : a step-by-step approach ; 7. The devil is in the details only what get measured gets managed ; 8. Best practice versus next practice ; 9. Concluding thoughts ; 10. The science behind the knowledge.

Ahora, más que nunca, la experiencia del cliente desempeña un papel fundamental en el éxito y la longevidad de una empresa. Basado en herramientas científicas rigurosas y datos globales, este libro ofrece una guía simple pero completa sobre cómo dominar los desafíos del mercado y cómo ofrecer un rendimiento superior a través de la gestión efectiva de la experiencia del cliente.

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