The customer experience edge: technology and techniques for delivering an enduring, profitable, and positive experience to your customers
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| Main Authors: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York, NY [u.a.]
McGraw-Hill
2012
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Includes bibliographical references and index |
| Physical Description: | XXVI, 292 S. graph. Darst. |
| ISBN: | 9780071786973 007178697X |
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MARC
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| 245 | 1 | 0 | |a The customer experience edge |b technology and techniques for delivering an enduring, profitable, and positive experience to your customers |c Reza Soudagar ; Vinay Iyer and Volker G. Hildebrand |
| 264 | 1 | |a New York, NY [u.a.] |b McGraw-Hill |c 2012 | |
| 300 | |a XXVI, 292 S. |b graph. Darst. | ||
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| 337 | |b n |2 rdamedia | ||
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| 500 | |a Includes bibliographical references and index | ||
| 650 | 4 | |a Consumer satisfaction | |
| 650 | 4 | |a Customer relations |x Management | |
| 650 | 4 | |a Customer services |x Technological innovations | |
| 700 | 1 | |a Iyer, Vinay |e Verfasser |4 aut | |
| 700 | 1 | |a Hildebrand, Volker G. |e Verfasser |0 (DE-588)171216725 |4 aut | |
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Record in the Search Index
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| adam_text | Titel: The customer experience edge
Autor: Soudagar, Reza
Jahr: 2012
Contents
Foreword xi
Acknowledgments xv
Introduction xix
Part I
CUSTOMER EXPERIENCE: THE NEW
COMPETITIVE BATTLEGROUND
1. Customer Experience in the New Normal 3
2. The Four Essentials of a Profitable
Customer Experience 15
Case Study: Coop: Grocer Moves Shopping
to the Palms of Customers Hands 26
3. B2B Customer Experience:
Different Animal, Same Spots 33
Case Study: Synopsys: Focus on Customer Success
Yields Substantial Cost Savings for Synopsys 42
Part II
MAKING IT HAPPEN
4. Throwing Out the Old Playbook 51
Case Study: Cardinal Health, Inc.: Cardinal Health
Transforms Customer Experience with a
Cross-Company Service System 67
5. The New Customer Experience Recipe 72
Case Study: The LEGO Group: Through
Engagement and Interaction, The LEGO Group
Plays Well with Customers 83
6. A Fresh Look at the Top and Bottom Lines 88
Part III
TECHNOLOGY: THE CORE INGREDIENT
7. The Underlying Foundation for the
Customer Experience Edge 109
Case Study: Colmobil: Customers, Not Cars,
Now Drive Auto Importer s Strategy 129
8. Adding Disruptive Technologies to
Advance the Game 136
Case Study: CEMEX: Cementing
Customer Bonds 157
9. IT as the Catalyst of CE Transformation 167
part IV
SUSTAINING THE WOW
10. Ten On-Ramps to the Customer
Experience Freeway 177
11. Measures of Success 190
12. Emerging Economies: Exporting a
Profitable Customer Experience 203
Case Study: Akbank: The Customer
Experience at Akbank Is Surpassed Only
by the Turkish Bank s Growth 213
13. The Future of Customer Experience 218
14. Action Items for Achieving the
Customer Experience Edge 232
Afterword: The Customer Experience Edge and SAP 247
Appendix A: Bloomberg Businessweek Research
Services North American Survey on Customer Service
Experience: Survey Questionnaire and Methodology 249
Appendix B: Bloomberg Businessweek Research
Services Report on the Value of Global Integration:
The Right Foundation for Growing Global 254
Notes 273
Bibliography 280
Resources 283
Index 284
|
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| discipline | Wirtschaftswissenschaften |
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| id | DE-604.BV039803961 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T00:11:49Z |
| institution | BVB |
| isbn | 9780071786973 007178697X |
| language | English |
| lccn | 2011029505 |
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| physical | XXVI, 292 S. graph. Darst. |
| publishDate | 2012 |
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| spelling | Soudagar, Reza Verfasser aut The customer experience edge technology and techniques for delivering an enduring, profitable, and positive experience to your customers Reza Soudagar ; Vinay Iyer and Volker G. Hildebrand New York, NY [u.a.] McGraw-Hill 2012 XXVI, 292 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Consumer satisfaction Customer relations Management Customer services Technological innovations Iyer, Vinay Verfasser aut Hildebrand, Volker G. Verfasser (DE-588)171216725 aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024664372&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Soudagar, Reza Iyer, Vinay Hildebrand, Volker G. The customer experience edge technology and techniques for delivering an enduring, profitable, and positive experience to your customers Consumer satisfaction Customer relations Management Customer services Technological innovations |
| title | The customer experience edge technology and techniques for delivering an enduring, profitable, and positive experience to your customers |
| title_auth | The customer experience edge technology and techniques for delivering an enduring, profitable, and positive experience to your customers |
| title_exact_search | The customer experience edge technology and techniques for delivering an enduring, profitable, and positive experience to your customers |
| title_full | The customer experience edge technology and techniques for delivering an enduring, profitable, and positive experience to your customers Reza Soudagar ; Vinay Iyer and Volker G. Hildebrand |
| title_fullStr | The customer experience edge technology and techniques for delivering an enduring, profitable, and positive experience to your customers Reza Soudagar ; Vinay Iyer and Volker G. Hildebrand |
| title_full_unstemmed | The customer experience edge technology and techniques for delivering an enduring, profitable, and positive experience to your customers Reza Soudagar ; Vinay Iyer and Volker G. Hildebrand |
| title_short | The customer experience edge |
| title_sort | the customer experience edge technology and techniques for delivering an enduring profitable and positive experience to your customers |
| title_sub | technology and techniques for delivering an enduring, profitable, and positive experience to your customers |
| topic | Consumer satisfaction Customer relations Management Customer services Technological innovations |
| topic_facet | Consumer satisfaction Customer relations Management Customer services Technological innovations |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024664372&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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