The Customer Experience Book


The first step-by-step guide on how to engage with customer experience and improve your company’s business performance.

Customer experience is fast becoming a key component of business strategy and a critical differentiator in crowded markets, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do and how to improve for your business.

From customer journey mapping to using big data, this is the ultimate customer experience manual for businesses, whatever the size of your company. Split into two parts, it will show you how to:

– Deliver a consistently positive customer experience – step-by-step guides on how to use customer experience tools and measure success in your business
– Challenge traditional thinking – learn how to think differently
– Avoid typical mistakes – and integrate the customer into your organisational DNA and structures

Discover why customer experience is so important to business, and how it applies to you. The Customer Experience Book will show you both the business benefits and who to approach, design, lead and deliver an effective customer experience whatever your level.

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Additional Information

Edition FirstFormat Hard CopyISBN 978-1292-14846-5
Imprint Pearson Education LimitedPlace of publication UK