Customer Experience for Dummies - by Roy Barnes & Bob Kelleher (Paperback)
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<p/><br></br><p><b> Book Synopsis </b></p></br></br><b>Gain, engage, and retain customers with positive experiences</b> <p>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. <i>Customer Experience For Dummies</i> 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.</p> <p>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.</p> <ul> <li>Gives you the tools you need to target customers more precisely</li> <li>Helps you implement new social and mobile strategies</li> <li>Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels</li> <li>Explains how a fully-engaged customer can help you outperform the competition</li> <li>Learn how to respond effectively to customer feedback</li> </ul> <p>Your brand's reputation and success is your lifeblood, and <i>Customer Experience For Dummies</i> shows you how to stay relevant, add value, and win and retain customers.</p><p/><br></br><p><b> From the Back Cover </b></p></br></br><p><b><i>Learn to: </i></b></p> <ul> <li>Move past "satisfaction" to engagement</li> <li>Measure the financial return of engaged customers</li> <li>Map your customer touchpoints</li> <li>Create measurable customer change</li> </ul> <p><b>Gain, engage, and retain customers with positive experiences</b></p> <p>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.</p> <ul> <li>Dollars and sense -- get down to the nitty gritty of customer engagement and grasp its financial impact on your overall business plan</li> <li>Channel your inner Magellan -- map your customer's journey, design a captivating customer experience, and elicit an emotional response from your customers</li> <li>Utilize your customer engagement toolbox -- manage customer feedback, foster dialogue, and assemble the right customer experience team</li> <li>All about the customer -- discover customer experience metrics, measure performance, maintain alignment, and embed the customer in your culture</li> </ul> <p><b>Open the book and find: </b></p> <ul> <li>Customer experience killers to avoid</li> <li>Positive ways to deal with an unhappy customer</li> <li>Guidance on defining your customer experience intent</li> <li>A four week plan to redesign your touchpoints</li> <li>Tips for managing a crack customer experience team</li> <li>Unbelievable capabilities of awesome customer advocates</li> <li>Ten things to do to improve your own experience delivery</li> </ul><p/><br></br><p><b> About the Author </b></p></br></br><p><b>Roy Barnes</b> is one of the leading authorities on Customer Experience Design and Performance Management. He has more than 25 years of experience delivering world class results in both the for-profit and non-profit sectors.</p> <p><b>Bob Kelleher</b> is the author of <i>Employee Engagement For Dummies</i> and the Founder of The Employee Engagement Group.</p>
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