Transform Customer Experience : How to Achieve Customer Success and Create Exceptional CX.

Intro -- TRANSFORM CUSTOMER EXPERIENCE -- Contents -- Foreword -- About the author -- Acknowledgements -- Introduction -- Chapter 1 Customer experience today -- Meet the new customer -- The informed customer -- The flighty customer -- The connected customer -- Customer expectations -- Personalisation -- Mobility -- Sociability -- Self-care -- Consistency -- Ease and effort -- Timeliness -- Empathy -- Empowerment -- Help -- Complaints -- Adapting to the age of the customer -- Chapter 2 Your CX strategy -- Collaboration and coordination -- Service innovation -- Tackling emotion -- Creating a CX ecosystem -- Building blocks of a CX strategy -- Customer analysis -- Analysing the environment -- Best practice and metrics -- The finished CX strategy -- Chapter 3 Building a CX culture -- Cascading from the board and C-suite -- The CX leader -- The CX champions -- Core values -- Engaging stakeholders -- Mix it up -- Keep everyone in the loop -- The art of listening -- Be proactive rather than reactive -- Measure and reward performance -- Get ownership -- Support your people -- Empower your people -- Give your customers a seat at the table -- Culture tips from CX experts -- Celebrate success -- Chapter 4 Personalising the experience -- Segmenting customers by demography -- Segmenting customers by buying patterns -- Segmenting customers by value -- Identifying persuadable customers -- Customer personas -- Chapter 5 Customer journey mapping -- Ideas for customer journey maps -- The name and description of the interaction -- Customer personas -- Triggers -- Stages and steps -- Touchpoints -- Transitions -- Other parties -- Customer sentiment -- Moments of truth -- Points of pain -- Points of delight -- Metrics -- Timeline -- Eric's fridge purchase -- Assembling your journey map -- Gathering data -- Preparing your map -- The evolving map.

Chapter 6 Omnichannel CX -- Redrawing the retail map -- Groceries: getting out of the slow lane -- Finding new channels a home -- Social media -- Mending broken channels -- Chapter 7 Customer success metrics -- Voice of the customer program -- Customer-centric data collection -- Knowing your customers -- Choosing your data -- Customer experience measures -- Customer satisfaction (CSAT) -- Loyalty and Net Promoter Score (NPS) -- Customer Effort Score (CES) -- Other CX measures -- Staff performance metrics -- Employee engagement and NPS -- KPIs -- Operational and channel metrics -- First contact resolution vs next issue/contact avoidance -- Other operational and channel metrics -- CX channel assurance -- Financial metrics -- Metrics in practice -- Customer success metrics summed up -- Chapter 8 Insights into action -- Chapter 9 Stories from CX experts -- The successes -- The failures -- Chapter 10 The future of CX -- Changes in the channels -- Technologies to augment CX -- Artificial intelligence (AI) and robotic process automation (RPA) -- Internet of Things (IoT) -- Robotics -- Micro-location -- Geofencing -- Drones -- Augmented reality -- Intelligent kiosks and emotion detection -- Digital wallets -- Gamification -- 3D printing -- Data and analytics -- Co-creation -- Customer feedback and insights -- Operations -- CX futures - thoughts from the experts -- Conclusion -- Appendix I: A few general notes -- Libraries -- Google Scholar -- Statistics -- Standards -- Vendors -- Government -- Industry associations -- Conferences and events -- Peers -- Appendix II: Abbreviations -- Endnotes -- Glossary -- References -- Index -- EULA.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.