SKU/Artículo: AMZ-8195052657
Customer Experience: A guide to design, measure and improve customer experience
Format:
Paperback
Detalles del producto
Disponibilidad:
En stock
En stock
Peso con empaque:
0.18 kg
0.18 kg
Devolución:
Sí
Sí
Condición
Nuevo
Nuevo
Producto de:
Amazon
Amazon
Viaja desde
USA
USA
Sobre este producto
- Most of us come across one or more of the following situations,“I have implemented this cool technology, however customers do not seem to enjoy it”“I have a very happy customer, but I did not get my contract renewed.”“Customer continues using my product/service year over year but not ready to try new products/services.”“We are darlings of line / department managers, but C level executives do not have time for us.” “Renewal of a big Contract is coming up in near future and need to build a strategy to create a compelling solution.” “My business does not seem to be sticky; how do I build some stickiness so that I can grow it further.”“I have implemented several actions to improve customer experience, but I do not see the commensurate results on my bottom line.”“I have to improve experience for my customer but do not know right intervention which will give biggest bang for the money invested.”We were searching for a solution to overcome these challenges and possibly looking for an approach or process or tool which can help us avoid these situations completely. This book explains one such tool “Differentiated Needs Pyramid” which can guide an organization to get a deeper understanding of the customer experience i.e. What they are providing and what they are not providing. It also helps in understanding subtle nuances that get unnoticed during regular operations but need to be addressed for successful relationship. It also details a model which helps measure the trends in customer experience on continuous basis as well as identify the right time for new intervention. The “Needs-Action mapping” helps organizations to build the right interventions through technology or otherwise and boost customer experience and revenue for the organization. Author Vijay Tambwekar has more than 3 decades of experience in building Customer Experience in various shapes and forms through multiple roles he performed in his professional career as well as non-profit initiatives. He enjoys experimenting with solutions built using simple principles and refining them so that they solve problems faced by team/organization/customer.
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