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The Customer Experience Book How to Design, Measure and Improve Customer Experience in Your Business

by Alan Pennington

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The Customer Experience Book How to Design, Measure and Improve Customer Experience in Your Business Synopsis

From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you'll discover: * Why customer experience is so important in business - and how it applies to you * How to use customer experience tools in your business - step by step guides on how to use CX metrics and how to learn from them Alongside the theory and practical how-to guidance, there will be a range of examples of 'thinking differently' about everyday situations to engage the reader. Plus, with case studies from International Companies, readers will discover not only what works well but also the hard lessons they have learned. The Customer Experience Book shows you how to understand, measure and improve customer experience in your business, whatever your level.

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All versions of this book

ISBN: 9781292148465
Publication date: 29/08/2016
Publisher: Pearson Education Limited
Format: Paperback

Book Information

ISBN: 9781292148465
Publication date: 29th August 2016
Author: Alan Pennington
Publisher: Pearson Education Limited
Format: Paperback
Pagination: 232 pages
Genres: eBook Favourites,
Categories: Sales & marketing,

About Alan Pennington

Alan Pennington is a Global Customer Experience/Redesign Guru. He was Managing Director and co-founder of Mulberry Consulting the Number One CE business globally and Executive Chair of 'Experience by Design' a South African based venture. He has worked with a wide range of businesses, including financial services, travel, retail, public sector and education both in B2B and B2C, including Emirates, Vodafone, Reed Elsevier, City & Guilds, British Council, Aviva and many others.

More About Alan Pennington

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