{"product_id":"customer-experience-for-dummies-isbn-9781118725603","title":"Customer Experience For Dummies","description":"\u003cb\u003eGain, engage, and retain customers with positive experiences\u003c\/b\u003e  \u003cp\u003eA positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. \u003ci\u003eCustomer Experience For Dummies\u003c\/i\u003e helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises.\u003c\/p\u003e \u003cp\u003eThe book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eGives you the tools you need to target customers more precisely\u003c\/li\u003e \u003cli\u003eHelps you implement new social and mobile strategies\u003c\/li\u003e \u003cli\u003eShows you how to generate and maintain customer loyalty in order to achieve success through multiple channels\u003c\/li\u003e \u003cli\u003eExplains how a fully-engaged customer can help you outperform the competition\u003c\/li\u003e \u003cli\u003eLearn how to respond effectively to customer feedback\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eYour brand's reputation and success is your lifeblood, and \u003ci\u003eCustomer Experience For Dummies\u003c\/i\u003e shows you how to stay relevant, add value, and win and retain customers.\u003c\/p\u003e \u003cp\u003eIntroduction 1\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I: What Is Customer Experience? 5\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 1: Basic Training: Customer Experience Basics 7\u003c\/p\u003e \u003cp\u003eChapter 2: Dollars and Sense: The Financial Impact of Customer Experience 17\u003c\/p\u003e \u003cp\u003eChapter 3: Identifying Customer Experience Killers 29\u003c\/p\u003e \u003cp\u003eChapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments 47\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II: Creating Awesome Customer Experience 63\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 5: The Anger Games: Dealing with an Angry Customer 65\u003c\/p\u003e \u003cp\u003eChapter 6: Good Intentions: Identifying Your Customer Experience Intent 83\u003c\/p\u003e \u003cp\u003eChapter 7: Channeling Your Inner Magellan: Mapping Your Customer’s Journey 95\u003c\/p\u003e \u003cp\u003eChapter 8: Experience by Design: Designing a Captivating Customer Experience 111\u003c\/p\u003e \u003cp\u003eChapter 9: So Emotional: Eliciting an Emotional Response from Your Customers 127\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III: Essential Enabling Elements 141\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 10: Plan Up: Redesigning Your Touchpoint Program in Four Weeks 143\u003c\/p\u003e \u003cp\u003eChapter 11: Can We Talk? Managing Customer Feedback and Fostering Dialogue 167\u003c\/p\u003e \u003cp\u003eChapter 12: Building Customer Experience Knowledge in the Broader Workforce 185\u003c\/p\u003e \u003cp\u003eChapter 13: Assembling and Managing Your Customer Experience Team 197\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart IV: Making it Stick 219\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 14: Creating Your Customer-Centric Culture 221\u003c\/p\u003e \u003cp\u003eChapter 15: Measure Up: Measuring Performance 239\u003c\/p\u003e \u003cp\u003eChapter 16: Making the Most of Measures: Key Customer Experience Metrics 259\u003c\/p\u003e \u003cp\u003eChapter 17: Initiatives, Projects, and Programs Oh My! 277\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart V: The Part of Tens 293\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 18: Ten Ways to Improve Your Experience Delivery 295\u003c\/p\u003e \u003cp\u003eChapter 19: Ten Key Qualities of Awesome Customer Experience Advocates 301\u003c\/p\u003e \u003cp\u003eChapter 20: Ten Tools to Track Your Customer Experience Program’s Performance 309\u003c\/p\u003e \u003cp\u003eChapter 21: Ten(ish) Great Books for Boosting Customer Experience 321\u003c\/p\u003e \u003cp\u003eIndex 327\u003c\/p\u003e \u003cp\u003e\u003cb\u003eRoy Barnes\u003c\/b\u003e is one of the leading authorities on Customer Experience Design and Performance Management. He has more than 25 years of experience delivering world class results in both the for-profit and non-profit sectors.\u003c\/p\u003e \u003cp\u003e\u003cb\u003eBob Kelleher\u003c\/b\u003e is the author of \u003ci\u003eEmployee Engagement For Dummies\u003c\/i\u003e and the Founder of The Employee Engagement Group.\u003c\/p\u003e  \u003cp\u003e\u003cb\u003e\u003ci\u003eLearn to:\u003c\/i\u003e\u003c\/b\u003e\u003c\/p\u003e \u003cul\u003e \u003cli\u003eMove past “satisfaction” to engagement\u003c\/li\u003e \u003cli\u003eMeasure the financial return of engaged customers\u003c\/li\u003e \u003cli\u003eMap your customer touchpoints\u003c\/li\u003e \u003cli\u003eCreate measurable customer change\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003cb\u003eGain, engage, and retain customers with positive experiences\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIf you’re a businessperson, you know that creating a engaging customer experience is absolutely essential to keep your company relevant and top of mind. This book helps you listen to your customers and offers practical, easy-to-implement solutions for incorporating customer engagement into your business plans to attract loyal, happy customers.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eDollars and sense — get down to the nitty gritty of customer engagement and grasp its financial impact on your overall business plan\u003c\/li\u003e \u003cli\u003eChannel your inner Magellan — map your customer’s journey, design a captivating customer experience, and elicit an emotional response from your customers\u003c\/li\u003e \u003cli\u003eUtilize your customer engagement toolbox — manage customer feedback, foster dialogue, and assemble the right customer experience team\u003c\/li\u003e \u003cli\u003eAll about the customer — discover customer experience metrics, measure performance, maintain alignment, and embed the customer in your culture\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003cb\u003eOpen the book and find:\u003c\/b\u003e\u003c\/p\u003e \u003cul\u003e \u003cli\u003eCustomer experience killers to avoid\u003c\/li\u003e \u003cli\u003ePositive ways to deal with an unhappy customer\u003c\/li\u003e \u003cli\u003eGuidance on defining your customer experience intent\u003c\/li\u003e \u003cli\u003eA four week plan to redesign your touchpoints\u003c\/li\u003e \u003cli\u003eTips for managing a crack customer experience team\u003c\/li\u003e \u003cli\u003eUnbelievable capabilities of awesome customer advocates\u003c\/li\u003e \u003cli\u003eTen things to do to improve your own experience delivery\u003c\/li\u003e \u003c\/ul\u003e","brand":"For Dummies","offers":[{"title":"Default Title","offer_id":47989016821989,"sku":"NP9781118725603","price":26.99,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781118725603.jpg?v=1761782451","url":"https:\/\/k12savings.com\/products\/customer-experience-for-dummies-isbn-9781118725603","provider":"K12savings","version":"1.0","type":"link"}