Op werkdagen voor 23:00 besteld, morgen in huis Gratis verzending vanaf €20
Wij wijzen u graag op het volgende
Door drukte rondom de feestdagen zijn de levertijden van PostNL aangepast en kan uw pakket vertraging oplopen

In the Driving Seat of Customer Experience

with Customer Signals Management

E-book Epub met watermerkbeveiliging Engels 2019 9789492004925
Verkooppositie 3938
Direct te downloaden

Samenvatting

These are the key issues for customer signals management: a method which renders customer experience steerable in terms of both customer satisfaction and cost efficiency.

In 'In the Driving Seat of Customer Experience', Zanna van der Aa navigates you through all the steps required to successfully map out customer experience. With a strong combination of theoretical underpinning and pragmatic applications, she offers inspiration in practical cases, tips and tools and lessons learned. The crux of the success of her method lies in measurability of the results, and therefore financial visibility of the benefits for the organization.

Zanna van der Aa, PhD and author in CX with an internationally proven track record, has a dream of helping organizations create happy customers and employees. In the last 20 years she has been translating this dream into a unique and successfully proven methodology.

Specificaties

ISBN13:9789492004925
Taal:Engels
Bindwijze:e-book
Beveiliging:watermerk
Bestandsformaat:epub
Aantal pagina's:158
Druk:1
Verschijningsdatum:27-12-2019
Hoofdrubriek:Marketing

Lezersrecensies

Wees de eerste die een lezersrecensie schrijft!

Geef uw waardering

Zeer goed Goed Voldoende Matig Slecht

Over Zanna van der Aa

Dr. Zanna van der Aa is oprichter van KSM fabriek, waar ze al meer dan 15 jaar vernieuwende methoden op het gebied van klantgerichtheid ontwikkelt.

Andere boeken door Zanna van der Aa

Inhoudsopgave

Foreword by the author
Foreword by Professor Dr. José M.M. Bloemer
Introduction

1. The rationale of customer signals management
2. What is customer signals management?
3. The end-to-end customer journey as a framework
4. Steering customer experience
5. Reducing costs through customer experience
6. Data-driven approach
7. Improvement and innovation via customer signals
8. What role do employees play?
9. How to book success in customer signals management
10. Learning and inspiring

Acknowledgements
About the author
Bibliography

Alle 100 bestsellers

Rubrieken

Populaire producten

    Personen

      Trefwoorden

        In the Driving Seat of Customer Experience