Customer experience management rebooted : are you an experience brand or an efficiency brand? /: are you an experience brand or an efficiency brand?. (2017)

• Record Type: Book
• Further Information: Note: Steven Walden.
• Authors: Walden, Steven
• Contents: 1. The Squonk.- Section 1: Understand.- 2. Right understanding.- 3. Right commercial principles.- Section 2: Data.- 4. Right data.- 5. Some key things that make subjective data different from objective.- 6. The subjective data line.- 7. Customer experience is complex.- Section 3: Customer experience research.- 8. Traditional surveys are efficiency surveys.- 9. Customer experience research.- Section 4: Emotions and the Customer Experience.- 10. The value of emotions.- Section 5: Mind-set.- 11. Right mind-set.- Section 6: Not Do.- 12. Customer experience bad.- Section 7: And finally.- 13. Interconnectedness.
• Publisher Details: London : Palgrave Macmillan
• Publication Date: 2017
• Copyright Date: 2017
• Extent: 1 online resource (260 pages)
• Subjects: 658.812; Business; Customer services; Consumer satisfaction; Customer loyalty; Business & Economics -- Strategic Planning; Business & Economics -- Industries -- Computer Industry; Business & Economics -- Management; Business & Economics -- Production & Operations Management; Organizational theory & behaviour; Business mathematics & systems; Business strategy; Research & development management; Management science; Organization; Big data; Leadership; Management; Business & Economics -- Customer Relations; Customer services
• Languages: English
• ISBNs: 9781349949052
• Related ISBNs: 9781349949045
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.