Customer Experience

Customer Experience
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Managing Customers Through Economic Cycles
Consumers today have a very different attitude from those who grew up in times of economic hardship. Businesses can learn from this to turn crises into opportunities.
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The Shape of Engagement: The Art of Building Enduring Connections With Your Customers, Employees and Communities
Scott Gould uses his diverse expertise and life experience to define engagement providing a framework within the book which describes this process, with both tactical and strategic utility.
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Managing the Customer Experience: Turning Customers Into Advocates
The book advocates that creating an intentional, consistent, differentiated and valuable customer experience that is synonymous with your brand is increasingly recognized as a vital driver of corporate performance.
Markets of One: Creating Customer-Unique Value through Mass Customization
This book is actually a compilation of some of the best works on Mass Customization from 10 Harvard Business Review articles, edited by James Gilmore and Joe Pine.
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Markets of One: Creating Customer-Unique Value through Mass Customization
This book is actually a compilation of some of the best works on Mass Customization from 10 Harvard Business Review articles, edited by James Gilmore and Joe Pine.
Senteo Rating
Measuring Customer Satisfaction and Loyalty (Third edition): Survey Design, Use and Statistical Analysis Methods
In this third edition, the author sets out to give a comprehensive model for development and use of customer satisfaction questionnaires. This edition contains additional information about customer loyalty measurement.
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The Long Tail: Why the Future of Business is Selling Less of More
Chris Anderson argues that 80/20 rule applies in traditional retail channels, while in the online world, the ’98 percent’ rule applies. Mass culture is disappearing, being replaced by several niches.
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Key Marketing Metrics: The 50+ Metrics Every Manager Needs to Know
This book presents over 50 of the most important metrics to measure your company’s marketing success.
Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System
The authors propose a five-stage process that links a company’s marketing, sales, product development and customer service departments to deliver top-quality products and a system for customer measurement and management.
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Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System
The authors propose a five-stage process that links a company’s marketing, sales, product development and customer service departments to deliver top-quality products and a system for customer measurement and management.
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Delivering Happiness: A Path to Profits, Passion, and Purpose
This light and rather entertaining book chronicles the rise and success of Zappos and its unique company culture, as told by author, founder and entrepreneur, Tony Hsieh.
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Priceless: Turning Ordinary Products into Extraordinary Experiences
The book is organized into 2 main sections, the first explains value and experience for the customer, the second explains how any company can create value through experience.
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Increasing Customer Loyalty: Expert Advice on Making Your Customers Loyal and Profitable
An anthology of Harvard Business Review articles. The authors of the 9 articles provide a collection of best practices for making your customers loyal, translating this into profitability.