Customer experience innovation :: how to get a lasting market edge /
This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies.
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Bingley, UK :
Emerald Publishing Limited,
2018.
|
| Edition: | First edition. |
| Subjects: | |
| Online Access: | DE-862 DE-863 |
| Summary: | This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies. |
| Physical Description: | 1 online resource |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: | 9781787547865 1787547868 9781787547889 1787547884 |
Staff View
MARC
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| 100 | 1 | |a Dew, Robert, |e author. | |
| 245 | 1 | 0 | |a Customer experience innovation : |b how to get a lasting market edge / |c by Robert Dew with Cyrus Allen. |
| 250 | |a First edition. | ||
| 264 | 1 | |a Bingley, UK : |b Emerald Publishing Limited, |c 2018. | |
| 300 | |a 1 online resource | ||
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| 504 | |a Includes bibliographical references and index. | ||
| 588 | 0 | |a Online resource; title from PDF title page (EBSCO, viewed August 08, 2018). | |
| 505 | 0 | |a Cover; Half Title Page; Title Page; Copyright Page; Acknowledgements; Contents; List of Cases; About the Author; Foreword; 1 Introducing Sheep and Pirates; 2 Why Improving Your CX Is Important; When Incremental Product Development Goes Too Far; Market Positioning Involves Price and Quality; Brand Value Comes from a Reputation for Quality; Brand Hype: the Inauthentic Short Cut; Customer Experience Improvement Supports Brand Value; 3 Understanding Competitive Advantage; How to Identify Six Types of Competitive Advantage; First Mover Competitive Advantage Is Hard to Sustain. | |
| 505 | 8 | |a Emergent Competitive Advantage Is Harder to ManageManaging Complexity for Sustainable Competitive Advantage; Notes; 4 How to Benchmark Your CX; Mapping the Customer Journey; Choosing Customers to Interview; Employees Can Infer What Customers Experience; Only Customers Can Validate Their Journey; Sometimes a Small Sample Is All You Need; Affinity Mapping Applies at Two Levels; How to Segment a Market; Insight Comes from Combining Two Research Approaches; Identifying Segments Is an Art; Value Drivers Inform Market Positioning; How to Create Value Curves; How to Find a Hole in the Market; Notes. | |
| 505 | 8 | |a 5 How to Design Incremental CX ImprovementsPassing the Time Pain Points; Emotion Starts with Empathy; Managing the Right Level of Risk; Money Makes the World Go Round; When the Price Is Wrong; When the Price Is Right; Becoming Aware of the Situation; Great CX Creates a Sensation; Notes; 6 How to Evolve or Transform Your CX; Not All Innovations Are Equal; Where to Find the Innovation Sweet Spot; How to Deal with the Three Levels of Innovation; Innovations Are either Sustaining or Disruptive; Disruptive Innovations Follow a Pattern; 'Low-end' Disruptions Are the Most Common. | |
| 505 | 8 | |a 'High-end' Disruptions Surprise CustomersDisruptive Innovations Compete against Non-consumption; How to Avoid Being Disrupted; Sustaining Innovation Is the Short-Term Alternative; Kano Diagrams Can Help with Finding Sustaining Opportunities; A Design Matrix Can Revolutionise Your Product or Service; Theory of Constraints Can Reduce Your Costs by Half; Some Firms SCAMPER for Better CX; Change the B2B Game by Rearranging the Market's Value Chain; Online Shopping Is Encroaching on Retail Value Chains; Mobile CX Must Be Simple, Timely and Local. | |
| 505 | 8 | |a Avoid Direct Rivals with a Novel Channel and SpecialisationGet a Jump on the Market Shifts; 7 Bringing It All Together; Get Agile and Be Prepared to Fail Fast; Choose the Right Number and Kinds of CX Innovation; Determine Who's Accountable and What Resources Are Needed; Practical Steps for Implementing CX Innovation; What's Next Is up to You; Notes; Bibliography; Index. | |
| 520 | |a This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies. | ||
| 650 | 0 | |a Consumer satisfaction. |0 http://id.loc.gov/authorities/subjects/sh85031490 | |
| 650 | 0 | |a Customer relations. |0 http://id.loc.gov/authorities/subjects/sh85034963 | |
| 650 | 2 | |a Consumer Behavior |0 https://id.nlm.nih.gov/mesh/D003258 | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 7 | |a Sales & marketing. |2 bicssc | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
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| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Customer relations |2 fast | |
| 700 | 1 | |a Allen, Cyrus, |e author. | |
| 758 | |i has work: |a Customer experience innovation (Text) |1 https://id.oclc.org/worldcat/entity/E39PD3v7YrmKx7DPKBXXFmGpw3 |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |a Dew, Robert. |t Customer experience innovation. |b First edition. |d Bingley, UK : Emerald Publishing Limited, 2018 |z 1787547876 |z 9781787547872 |w (OCoLC)1027158022 |
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| contents | Cover; Half Title Page; Title Page; Copyright Page; Acknowledgements; Contents; List of Cases; About the Author; Foreword; 1 Introducing Sheep and Pirates; 2 Why Improving Your CX Is Important; When Incremental Product Development Goes Too Far; Market Positioning Involves Price and Quality; Brand Value Comes from a Reputation for Quality; Brand Hype: the Inauthentic Short Cut; Customer Experience Improvement Supports Brand Value; 3 Understanding Competitive Advantage; How to Identify Six Types of Competitive Advantage; First Mover Competitive Advantage Is Hard to Sustain. Emergent Competitive Advantage Is Harder to ManageManaging Complexity for Sustainable Competitive Advantage; Notes; 4 How to Benchmark Your CX; Mapping the Customer Journey; Choosing Customers to Interview; Employees Can Infer What Customers Experience; Only Customers Can Validate Their Journey; Sometimes a Small Sample Is All You Need; Affinity Mapping Applies at Two Levels; How to Segment a Market; Insight Comes from Combining Two Research Approaches; Identifying Segments Is an Art; Value Drivers Inform Market Positioning; How to Create Value Curves; How to Find a Hole in the Market; Notes. 5 How to Design Incremental CX ImprovementsPassing the Time Pain Points; Emotion Starts with Empathy; Managing the Right Level of Risk; Money Makes the World Go Round; When the Price Is Wrong; When the Price Is Right; Becoming Aware of the Situation; Great CX Creates a Sensation; Notes; 6 How to Evolve or Transform Your CX; Not All Innovations Are Equal; Where to Find the Innovation Sweet Spot; How to Deal with the Three Levels of Innovation; Innovations Are either Sustaining or Disruptive; Disruptive Innovations Follow a Pattern; 'Low-end' Disruptions Are the Most Common. 'High-end' Disruptions Surprise CustomersDisruptive Innovations Compete against Non-consumption; How to Avoid Being Disrupted; Sustaining Innovation Is the Short-Term Alternative; Kano Diagrams Can Help with Finding Sustaining Opportunities; A Design Matrix Can Revolutionise Your Product or Service; Theory of Constraints Can Reduce Your Costs by Half; Some Firms SCAMPER for Better CX; Change the B2B Game by Rearranging the Market's Value Chain; Online Shopping Is Encroaching on Retail Value Chains; Mobile CX Must Be Simple, Timely and Local. Avoid Direct Rivals with a Novel Channel and SpecialisationGet a Jump on the Market Shifts; 7 Bringing It All Together; Get Agile and Be Prepared to Fail Fast; Choose the Right Number and Kinds of CX Innovation; Determine Who's Accountable and What Resources Are Needed; Practical Steps for Implementing CX Innovation; What's Next Is up to You; Notes; Bibliography; Index. |
| ctrlnum | (OCoLC)1047959808 |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | First edition. |
| format | Electronic eBook |
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| id | ZDB-4-EBU-on1047959808 |
| illustrated | Not Illustrated |
| indexdate | 2025-03-18T14:28:04Z |
| institution | BVB |
| isbn | 9781787547865 1787547868 9781787547889 1787547884 |
| language | English |
| oclc_num | 1047959808 |
| open_access_boolean | |
| owner | MAIN DE-862 DE-BY-FWS DE-863 DE-BY-FWS |
| owner_facet | MAIN DE-862 DE-BY-FWS DE-863 DE-BY-FWS |
| physical | 1 online resource |
| psigel | ZDB-4-EBU FWS_PDA_EBU ZDB-4-EBU |
| publishDate | 2018 |
| publishDateSearch | 2018 |
| publishDateSort | 2018 |
| publisher | Emerald Publishing Limited, |
| record_format | marc |
| spelling | Dew, Robert, author. Customer experience innovation : how to get a lasting market edge / by Robert Dew with Cyrus Allen. First edition. Bingley, UK : Emerald Publishing Limited, 2018. 1 online resource text txt rdacontent computer c rdamedia online resource cr rdacarrier Includes bibliographical references and index. Online resource; title from PDF title page (EBSCO, viewed August 08, 2018). Cover; Half Title Page; Title Page; Copyright Page; Acknowledgements; Contents; List of Cases; About the Author; Foreword; 1 Introducing Sheep and Pirates; 2 Why Improving Your CX Is Important; When Incremental Product Development Goes Too Far; Market Positioning Involves Price and Quality; Brand Value Comes from a Reputation for Quality; Brand Hype: the Inauthentic Short Cut; Customer Experience Improvement Supports Brand Value; 3 Understanding Competitive Advantage; How to Identify Six Types of Competitive Advantage; First Mover Competitive Advantage Is Hard to Sustain. Emergent Competitive Advantage Is Harder to ManageManaging Complexity for Sustainable Competitive Advantage; Notes; 4 How to Benchmark Your CX; Mapping the Customer Journey; Choosing Customers to Interview; Employees Can Infer What Customers Experience; Only Customers Can Validate Their Journey; Sometimes a Small Sample Is All You Need; Affinity Mapping Applies at Two Levels; How to Segment a Market; Insight Comes from Combining Two Research Approaches; Identifying Segments Is an Art; Value Drivers Inform Market Positioning; How to Create Value Curves; How to Find a Hole in the Market; Notes. 5 How to Design Incremental CX ImprovementsPassing the Time Pain Points; Emotion Starts with Empathy; Managing the Right Level of Risk; Money Makes the World Go Round; When the Price Is Wrong; When the Price Is Right; Becoming Aware of the Situation; Great CX Creates a Sensation; Notes; 6 How to Evolve or Transform Your CX; Not All Innovations Are Equal; Where to Find the Innovation Sweet Spot; How to Deal with the Three Levels of Innovation; Innovations Are either Sustaining or Disruptive; Disruptive Innovations Follow a Pattern; 'Low-end' Disruptions Are the Most Common. 'High-end' Disruptions Surprise CustomersDisruptive Innovations Compete against Non-consumption; How to Avoid Being Disrupted; Sustaining Innovation Is the Short-Term Alternative; Kano Diagrams Can Help with Finding Sustaining Opportunities; A Design Matrix Can Revolutionise Your Product or Service; Theory of Constraints Can Reduce Your Costs by Half; Some Firms SCAMPER for Better CX; Change the B2B Game by Rearranging the Market's Value Chain; Online Shopping Is Encroaching on Retail Value Chains; Mobile CX Must Be Simple, Timely and Local. Avoid Direct Rivals with a Novel Channel and SpecialisationGet a Jump on the Market Shifts; 7 Bringing It All Together; Get Agile and Be Prepared to Fail Fast; Choose the Right Number and Kinds of CX Innovation; Determine Who's Accountable and What Resources Are Needed; Practical Steps for Implementing CX Innovation; What's Next Is up to You; Notes; Bibliography; Index. This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies. Consumer satisfaction. http://id.loc.gov/authorities/subjects/sh85031490 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Consumer Behavior https://id.nlm.nih.gov/mesh/D003258 Consommateurs Satisfaction. Sales & marketing. bicssc BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Consumer satisfaction fast Customer relations fast Allen, Cyrus, author. has work: Customer experience innovation (Text) https://id.oclc.org/worldcat/entity/E39PD3v7YrmKx7DPKBXXFmGpw3 https://id.oclc.org/worldcat/ontology/hasWork Print version: Dew, Robert. Customer experience innovation. First edition. Bingley, UK : Emerald Publishing Limited, 2018 1787547876 9781787547872 (OCoLC)1027158022 |
| spellingShingle | Dew, Robert Allen, Cyrus Customer experience innovation : how to get a lasting market edge / Cover; Half Title Page; Title Page; Copyright Page; Acknowledgements; Contents; List of Cases; About the Author; Foreword; 1 Introducing Sheep and Pirates; 2 Why Improving Your CX Is Important; When Incremental Product Development Goes Too Far; Market Positioning Involves Price and Quality; Brand Value Comes from a Reputation for Quality; Brand Hype: the Inauthentic Short Cut; Customer Experience Improvement Supports Brand Value; 3 Understanding Competitive Advantage; How to Identify Six Types of Competitive Advantage; First Mover Competitive Advantage Is Hard to Sustain. Emergent Competitive Advantage Is Harder to ManageManaging Complexity for Sustainable Competitive Advantage; Notes; 4 How to Benchmark Your CX; Mapping the Customer Journey; Choosing Customers to Interview; Employees Can Infer What Customers Experience; Only Customers Can Validate Their Journey; Sometimes a Small Sample Is All You Need; Affinity Mapping Applies at Two Levels; How to Segment a Market; Insight Comes from Combining Two Research Approaches; Identifying Segments Is an Art; Value Drivers Inform Market Positioning; How to Create Value Curves; How to Find a Hole in the Market; Notes. 5 How to Design Incremental CX ImprovementsPassing the Time Pain Points; Emotion Starts with Empathy; Managing the Right Level of Risk; Money Makes the World Go Round; When the Price Is Wrong; When the Price Is Right; Becoming Aware of the Situation; Great CX Creates a Sensation; Notes; 6 How to Evolve or Transform Your CX; Not All Innovations Are Equal; Where to Find the Innovation Sweet Spot; How to Deal with the Three Levels of Innovation; Innovations Are either Sustaining or Disruptive; Disruptive Innovations Follow a Pattern; 'Low-end' Disruptions Are the Most Common. 'High-end' Disruptions Surprise CustomersDisruptive Innovations Compete against Non-consumption; How to Avoid Being Disrupted; Sustaining Innovation Is the Short-Term Alternative; Kano Diagrams Can Help with Finding Sustaining Opportunities; A Design Matrix Can Revolutionise Your Product or Service; Theory of Constraints Can Reduce Your Costs by Half; Some Firms SCAMPER for Better CX; Change the B2B Game by Rearranging the Market's Value Chain; Online Shopping Is Encroaching on Retail Value Chains; Mobile CX Must Be Simple, Timely and Local. Avoid Direct Rivals with a Novel Channel and SpecialisationGet a Jump on the Market Shifts; 7 Bringing It All Together; Get Agile and Be Prepared to Fail Fast; Choose the Right Number and Kinds of CX Innovation; Determine Who's Accountable and What Resources Are Needed; Practical Steps for Implementing CX Innovation; What's Next Is up to You; Notes; Bibliography; Index. Consumer satisfaction. http://id.loc.gov/authorities/subjects/sh85031490 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Consumer Behavior https://id.nlm.nih.gov/mesh/D003258 Consommateurs Satisfaction. Sales & marketing. bicssc BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Consumer satisfaction fast Customer relations fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85031490 http://id.loc.gov/authorities/subjects/sh85034963 https://id.nlm.nih.gov/mesh/D003258 |
| title | Customer experience innovation : how to get a lasting market edge / |
| title_auth | Customer experience innovation : how to get a lasting market edge / |
| title_exact_search | Customer experience innovation : how to get a lasting market edge / |
| title_full | Customer experience innovation : how to get a lasting market edge / by Robert Dew with Cyrus Allen. |
| title_fullStr | Customer experience innovation : how to get a lasting market edge / by Robert Dew with Cyrus Allen. |
| title_full_unstemmed | Customer experience innovation : how to get a lasting market edge / by Robert Dew with Cyrus Allen. |
| title_short | Customer experience innovation : |
| title_sort | customer experience innovation how to get a lasting market edge |
| title_sub | how to get a lasting market edge / |
| topic | Consumer satisfaction. http://id.loc.gov/authorities/subjects/sh85031490 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Consumer Behavior https://id.nlm.nih.gov/mesh/D003258 Consommateurs Satisfaction. Sales & marketing. bicssc BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Consumer satisfaction fast Customer relations fast |
| topic_facet | Consumer satisfaction. Customer relations. Consumer Behavior Consommateurs Satisfaction. Sales & marketing. BUSINESS & ECONOMICS Industrial Management. BUSINESS & ECONOMICS Management. BUSINESS & ECONOMICS Management Science. BUSINESS & ECONOMICS Organizational Behavior. Consumer satisfaction Customer relations |
| work_keys_str_mv | AT dewrobert customerexperienceinnovationhowtogetalastingmarketedge AT allencyrus customerexperienceinnovationhowtogetalastingmarketedge |