TY  - BOOK
AU  - Peppers, Don
TI  - Customer experience
SN  - 9781483560151
PY  - 2016///
CY  - 
PB  - TeleTech
KW  - HF COMMERCE
KW  - Consumers
KW  - Decision making
KW  - Customer relations
N1  - what, how and why now; Includes bibliographical references; TOC:--; Chapter 1: Technology drives the customer experience movement--; Chapter 2: Customers just want their problems solved--; Chapter 3: Every customer's experience is personal--; Chapter 4: Eliminate the friction in your customer experience--; Chapter 5: Deliver a customer experience that's relevant to each customer--; Chapter 6: Seek out customer feedback--; Chapter 7: Personalize the customer experience--; Chapter 8: Earn your customers' trust--; Chapter 9: Let your humanity shine through--; Chapter 10: It won't be easy--; Chapter 11: There's real money to be made--; Chapter 12: How much is customer loyalty really worth?--; Chapter 13: Life in the frictionless fast lane--; Chapter 14: Caution: good intentions required--
N2  - When it comes to customer experience, Don Peppers is one of the world's most respected authorities. Over the last twenty years he and co-author Martha Rogers have written a series of best-selling books on the subject. So if you're looking for advice on how to think about, improve, and deliver a better customer experience, then this is the book for you. Organized as a series of short, easily digested and self-contained essays, it's packed with concrete examples, suggestions, and inspiring ideas. Read it straight through, or snack on it as you like
ER  -