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B2B Customer Experience

A Practical Guide to Delivering Exceptional CX
BuchKartoniert, Paperback
Englisch
Kogan Pageerschienen am03.05.20232. Auflage
Learn how to bring customer excellence to your B2B business to retain existing clients and win new business, this bestselling guide contains expert advice from leading industry experts, as well as new frameworks and approaches.mehr
Verfügbare Formate
BuchKartoniert, Paperback
EUR38,50
BuchGebunden
EUR109,50
E-BookEPUBDRM AdobeE-Book
EUR37,99

Produkt

KlappentextLearn how to bring customer excellence to your B2B business to retain existing clients and win new business, this bestselling guide contains expert advice from leading industry experts, as well as new frameworks and approaches.
Details
ISBN/GTIN978-1-3986-0851-1
ProduktartBuch
EinbandartKartoniert, Paperback
FormatTrade Paperback (USA)
Erscheinungsjahr2023
Erscheinungsdatum03.05.2023
Auflage2. Auflage
SpracheEnglisch
MasseBreite 153 mm, Höhe 231 mm, Dicke 18 mm
Gewicht412 g
Artikel-Nr.59105276
Rubriken
GenreWirtschaft

Inhalt/Kritik

Inhaltsverzeichnis
Section - ONE Part one: Why Bother?;Chapter - 01: What is customer experience and what triggers it?;Chapter - 02: The importance of customer experience;Chapter - 03: The Net Promoter Score and customer experience;Section - TWO Part two: A Plan For Delivering Excellent Customer Experience;Chapter - 04: The six pillars of customer experience;Chapter - 05: Staying on track;Chapter - 06: Staying ahead of the competition;Chapter - 07: Drivers of customer experience;Chapter - 08: Customer experience throughout the customer journey;Section - THREE Part three: Turning The Customer Experience Plan Into Action;Chapter - 09: The long and the short of customer experience;Chapter - 10: Selling your customer experience strategy within your company;Chapter - 11: Building a customer experience culture;Chapter - 12: Horses for courses;Chapter - 13: Getting the right people;Section - FOUR Part four: Linking Customer Experience To The 4Ps;Chapter - 14: How your brand affects customer experience;Chapter - 15: How your products affects customer experience;Chapter - 16: How your prices affects customer experience;Chapter - 17: How distribution and the supply chain affects customer experience;Chapter - 18: How advertising and promotions affects customer experience;Section - FIVE Part five: The Role Of IT In Customer Experience;Chapter - 19: Make or break;Chapter - 20: Customer relationship management;Section - SIX Part Six: Moving Forward;Chapter - 21: Continuous improvement in customer experience;mehr

Autor

Nick Hague, based in Manchester, UK, is co-founder and Head of Growth at B2B International. He has over 25 years' experience working across all industry sectors in B2B market research. He hosts the B2B Insights Podcast where he regularly interviews experts on B2B marketing, customer experience and branding. Paul Hague, based in Manchester, UK, is co-founder of B2B International. He has close to 50 years of practical experience in running a successful market research agency and is the author of Market Research in Practice 5e and The Business Model Handbook , also published by Kogan Page.
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