100 practical ways to improve customer experience : achieve end-to-end customer engagement in a multi-channel world / Martin Newman and Malcolm McDonald

Von:

Newman, Martin [VerfasserIn]

Mitwirkende(r):

McDonald, Malcolm, 1938- [VerfasserIn]

Resource type: Ressourcentyp: Buch (Online)Buch (Online)Sprache: Englisch Verlag: London ; New York : Kogan Page, 2018Beschreibung: 1 Online-RessourceISBN:

9780749482688

Weitere Titel:

One hundred practical ways to improve customer experience

Schlagwörter:

Andere physische Formen: 0749482680. | 9780749482671. | Erscheint auch als: Kein Titel Druck-Ausgabe | Print version: 100 practical ways to improve customer experience. London ; New York : Kogan Page, [2018] | Erscheint auch als: 100 practical ways to improve customer experience. Druck-Ausgabe London : KoganPage, 2018. xvii, 281 SeitenDDC-Klassifikation:

658.8/12

RVK: RVK: QP 620LOC-Klassifikation:

HF5415.5

Online-Ressourcen:

Zugang im Netz des KIT

Zusammenfassung: Always empower your staff to deliver the right experience for customersOver to Professor Malcolm McDonald; References; 02 Marketplaces and disruptors are eating your lunch (taking your market share); Let's start with the threat element; How not to respond to the threat of Amazon and other marketplaces; FMCG and CPG brands find new routes to market; Exclusive products can help you to defend your position; Listen to the voice of the customer; Don't cut off your nose to spite your face: marketplaces are an effective route to market; Deliver a seamless multichannel experienceZusammenfassung: Consider offering an Amazon Prime-type delivery propositionKeep your friends close and your enemies closer; Over to Professor Malcolm McDonald; References; 03 Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial services; The pace of change and disruption is astonishing; Let's start with the travel and holiday sector; Automotive sector; Health and leisure sector; Food and beverage sector; Newspaper and media sector; Utilities and telco sectors -- the next to be disrupted?Zusammenfassung: Walk through the customer's journey -- regularlyRethink your customer value proposition; Adopt customer-facing KPIs; Learn from other verticals; Train your colleagues to remove friction from the customer's path to purchase; Over to Professor Malcolm McDonald; References; 04 How to be disruptive in your own business; Disrupt to improve; Always start with ensuring you get the basics right; Let customers help define how you might improve things for them; Leverage disruptive thinking to drive innovation; Become an agile business; Create a culture of innovation; Over to Professor Malcolm McDonaldPPN: PPN: 103019517XPackage identifier: Produktsigel: ZDB-4-NLEBK

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