دانلود کتاب The customer experience book : how to design, measure and improve customer experience in your business

La 4ème de couverture indique : "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, you'll discover : why customer experience is so important in business (how it applies to you) and, 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 about customers and learn how to think differently, avoid typical mistakes and integrate the customer into your organisational DNA and structures. The Customer Experience Book will show you both the business benefits and how to approach, design, lead and deliver an effective customer experience, whatever your level.  Read more...