Customer Experience Management Rebooted: Are You an Experience Brand or an Efficiency Brand? (Record no. 58570)

MARC details
000 -LEADER
fixed length control field 02295nam a2200157 a 4500
001 - CONTROL NUMBER
control field 58570
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20260219124007.0
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781349949045
040 ## - CATALOGING SOURCE
Original cataloging agency AIS
Modifying agency AIS
082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.812
100 ## - MAIN ENTRY--PERSONAL NAME
Personal name Steven Walden
245 ## - TITLE STATEMENT
Title Customer Experience Management Rebooted: Are You an Experience Brand or an Efficiency Brand?
260 ## - PUBLICATION, DISTRIBUTION, ETC.
Place of publication, distribution, etc. United Kingdom
Name of publisher, distributor, etc. Palgrave Macmillan
Date of publication, distribution, etc. 2017
520 ## - SUMMARY, ETC.
Summary, etc. Walden shows why most customer experience management fails to improve the customer's real experience and how to concentrate on the subjective emotional perceptions that drive the customer's actual "experience" rather than the quantitative service efficiency metrics gathered by most CX tools. Customer experience management is not about managing every objective "experience" your customers have with you. It's about understanding, measuring and creating "experiences" that customers "value". So while service and efficiency are wonderful things, they represent "business as usual"; the ticket to the game, the platform from which "experiences" are created not the experience itself! The message of this book is that businesses are at risk! Their uber focus on efficiency is leading them to miss the chance to connect more closely with their customer base and deliver on the creative potential of their brand. They ignore the fact that technology is an enabler of the "experience" it is not "the experience". Customers are not data - they are people: living, breathing, contradictory, infuriating bundles of cognitive and emotionally-driven responses to stimuli. "Experience" deals with how customers think, feel and behave - the things that motivate them to act which go beyond frequently forgettable efficiency. This means differentiating by providing new and better experiences based on a deeper understanding of what motivates customers to buy. To do that we must leave the objective, quantitative, world of quality management and enter the subjective, qualitative, world of customer's psychology. Walden reboots our understanding of customer experience, showing us what it means, how to measure it, what we need to do to manage it and how we can gain financially from it. Understand, measure, create and do - but first of all, understand.
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element (ETB-2006) Guest Services Management
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Collection Home library Current library Shelving location Date acquired Total checkouts Full call number Barcode Date last seen Copy number Price effective from Koha item type
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    Dewey Decimal Classification       MDIS Tashkent Learning Resource Center MDIS Tashkent Learning Resource Center   28.11.2022   658.812 TKB034195 19.02.2026 2 19.02.2026 Books
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