Customer Experience For Dummies

Learn to:

• Move past “satisfaction” to engagement
• Measure the financial return of engaged customers
• Map your customer touchpoints
• Create measurable customer change

Gain, engage, and retain customers with positive experiences

If 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.

• Dollars and sense — get down to the nitty gritty of customer engagement and grasp its financial impact on your overall business plan
• Channel your inner Magellan — map your customer’s journey, design a captivating customer experience, and elicit an emotional response from your customers
• Utilize your customer engagement toolbox — manage customer feedback, foster dialogue, and assemble the right customer experience team
• All about the customer — discover customer experience metrics, measure performance, maintain alignment, and embed the customer in your culture

Open the book and find:

• Customer experience killers to avoid
• Positive ways to deal with an unhappy customer
• Guidance on defining your customer experience intent
• A four week plan to redesign your touchpoints
• Tips for managing a crack customer experience team
• Unbelievable capabilities of awesome customer advocates
• Ten things to do to improve your own experience delivery