Customer Experience for Dummies
- 11h 6m 51s
- Bob Kelleher, Roy Barnes
- Recorded Books, Inc.
- 2020
A 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. Customer Experience for Dummies 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.
The 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.
- Gives you the tools you need to target customers more precisely
- Helps you implement new social and mobile strategies
- Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels
In this Audiobook
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Chapter 1 - Basic Training: Customer Experience Basics
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Chapter 2 - Dollars and Sense: The Financial Impact of Customer Experience
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Chapter 3 - Identifying Customer Experience Killers
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Chapter 4 - Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments
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Chapter 5 - The Anger Games: Dealing with an Angry Customer
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Chapter 6 - Good Intentions: Identifying Your Customer Experience Intent
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Chapter 7 - Channeling Your Inner Magellan: Mapping Your Customer's Journey
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Chapter 8 - Experience by Design: Designing a Captivating Customer Experience
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Chapter 9 - So Emotional: Eliciting an Emotional Response from Your Customers
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Chapter 10 - Plan up: Redesigning Your Touchpoint Program in Four Weeks
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Chapter 11 - Can We Talk? Managing Customer Feedback and Fostering Dialogue
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Chapter 12 - Building Customer Experience Knowledge in the Broader Workforce
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Chapter 13 - Assembling and Managing Your Customer Experience Team
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Chapter 14 - Creating Your Customer-Centric Culture
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Chapter 15 - Measure up: Measuring Performance
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Chapter 16 - Making the Most of Measures: Key Customer Experience Metrics
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Chapter 17 - Initiatives, Projects, and Programs … Oh My!
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Chapter 18 - Ten Ways to Improve Your Experience Delivery
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Chapter 19 - Ten Key Qualities of Awesome Customer Experience Advocates
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Chapter 20 - Ten Tools to Track Your Customer Experience Program's Performance
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Chapter 21 - Ten(ish) Great Books for Boosting Customer Experience
