Crafting customer experience strategy : lessons from Asia

Publication details: Emerald Publishing 2021 BingleyDescription: 224 pISBN:

9781839097119

Subject(s):

DDC classification:

658.812 CRA

Summary: Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for businesses. This is essential reading for marketing scholars and practitioners looking for insights into improving their customers' experiences.

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Holdings
Item type	Current library	Collection	Call number	Status	Date due	Barcode	Item holds
Book	Jammu General Stacks	Non-fiction	658.812 CRA (Browse shelf(Opens below))	Available		IIMJ-6190

Total holds: 0

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Previous	658.812 BUT Customer relationship management : concepts and technologies	658.812 CHA Customer relationship management : a global approach	658.812 CON Customer experience excellence : the six pillars of growth	658.812 CRA Crafting customer experience strategy : lessons from Asia	658.812 DAL Reality check: how immersive technologies can transform your business	658.812 DEL Digital customer service : transforming customer experience for an on-screen world	658.812 DIS Ultimate LinkedIn messaging guide : how to use written, audio, video and In Mail messages to start more conversations and increase sales	Next

Table of Contents: 1. The What, Why and How of Customer Experience 2. Getting into the Customer's Shoes - Customer Journey Management 3. Emotions -The Essence of Customer Experience 4. Recipe for a Great Customer Experience - The three voices 5. Technology and the Future of Customer Experience 6. Customer Experience By Design or By Accident 7. Breaking Corporate Silos - Making Customer Experience Work 8. The Business Case for Customer Experience 9. Customer Experience: A Business to Business Context 10. Customer Experience Management

Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for businesses. This is essential reading for marketing scholars and practitioners looking for insights into improving their customers' experiences.

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