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100 practical ways to improve customer experience : achieve end-to-end customer engagement in a multichannel world / Martin Newman, Malcolm McDonald
London, United Kingdom : Kogan Page Limited, 2018
xvii, 281 pages. : llustrations ; 24 cm.
Ký hiệu phân loại (DDC): 658.812
Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business.
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Customer experience for dummies /by Roy Barnes and Bob Kelleher.
Hoboken, NJ :John Wiley & Sons, Inc.,[2015]
xiv, 342 pages :illustrations ;23 cm
Ký hiệu phân loại (DDC): 658.8
You know that creating an engaging customer experience is essential to keep your company relevant and top of mind. Barnes and Kelleher offer practical, easy-to-implement solutions for incorporating customer engagement into your business plans to attract loyal, happy customers.
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Customer service for hospitality and tourism / Simon Hudson, Louise Hudson
Woodeaton, Oxford : Goodfellow Publishers Limited, 2017.
viii, 296 pages : illustrations ; 25 cm.
Ký hiệu phân loại (DDC): 647.94
A fully revised and updated new edition of this bestselling text. New material covers issues such as the sharing economy, technology (Virtual Reality and use of robots) and use of big data to personalize experiences and encourage loyalty.
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Designing for service : key issues and new directions / Daniela Sangiorgi, Alison Prendiville (editor)
London ; New York, NY : Bloomsbury Academic, an imprint of Bloomsbury Publishing Plc, 2017
xxii, 258 pages. : illustrations ; 26 cm.
Ký hiệu phân loại (DDC): 658.4
Designing for Service aims to problematize the field in order to inform a more critical debate within service design, thereby supporting its development beyond the pure methodological discussions that currently dominate the field. The contributors to this innovative volume consider the practice of service design, ethical challenges designers may encounter, and the new spaces opened up by the advent of modern digital technologies.
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