Customer experience management field manual : the guide for buiding your top performing CX program / Jeff Sheehan.
Material type:
TextOriginal language: English Publisher: Orlando : Boston Business Books, 2021Copyright date: ©2019Edition: Primera ediciónDescription: 259 páginas : ilustraciones, gráficas ; 28 cmContent type: texto Media type: sin mediación Carrier type: volumenISBN: 9781735314020Subject(s): Servicio al cliente -- Manuales | Programas de fidelización de clientes -- Manuales | Estrategias empresariales -- Manuales | Mercadeo relacional -- Manuales | Cambio organizacional -- Servicio al clienteDDC classification: 658.812 | Item type | Current library | Collection | Call number | Copy number | Status | Date due | Barcode | Item holds |
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Libros
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Biblioteca CESA
Diagonal 34 A No. 5 A - 23 Casa Incolda PBX: 339 53 00 serviciosbiblioteca@cesa.edu.co |
General | 658.812 / SH541 2021 (Browse shelf(Opens below)) | Ej.1 | Available (Sin restricciones) | 7109101127 |
Incluye índice (253-259)
Part I: Attention! ; Part II: The mission ; Part III: CX leadership ; Part IV: The unit ; Part V: The inspection ; Part VI: Gathering intelligence Part VII: War gaming ; Part VIII: The battle plan ; Part IX: The generals : Part X: Situational awareness ; Part XI: Gung ho! let's go! ; Part XII: The legion of merit.
This book offers frameworks, ideas, and examples for the core functions of a customer experience management (CX) program that are readily adaptable to any industry, organization, and geography, regardless of the size or type of organization or the scope of the CX leader's role. I intentionally drew on my first career as a US Army officer for the field manual format The military uses Field Manuals to instruct using frameworks and practical wisdom for just about everything a soldier might need to do, from developing a strategic warfighting plan to instructions on doing field sanitation. Military service is selfless, and the culture transfers well into the CX realm, where I have found an incredible service - to - others spirit within the global CX community. Prólogo.
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