Part one. What you need to know about the customer experience
The advent of "exceptional" customer service
Bring home the bacon: the value of customer types
The journey to exceptional customer experiences
Getting down to the nitty-gritty: why, who, and what
Innovation: a collaborative process
Part two. Mapping your customer's journey
The pre-touchpoint moment
The first touchpoint moment
The core touchpoint moment
The perfect last touchpoint moment
Technology and the future of customer experience
Your roadmap to What Customers Crave.
Cover; CONTENTS; ACKNOWLEDGMENTS; PART ONE: WHAT YOU NEED TO KNOW ABOUT THE CUSTOMER EXPERIENCE; CHAPTER 1: The Advent of "Exceptional" Customer Service; CHAPTER 2: Bring Home the Bacon: The Value of Customer Types; CHAPTER 3: The Journey to Exceptional Customer Service Experiences; CHAPTER 4: Getting Down to the Nitty-Gritty: Why, Who, and What; CHAPTER 5: Innovating Excellence; CHAPTER 6: Innovation: A Collaborative Process; PART TWO: MAPPING YOUR CUSTOMER'S JOURNEY; CHAPTER 7: The Pre-Touchpoint Moment; CHAPTER 8: The First Touchpoint Moment; CHAPTER 9: The Core Touchpoint Moment
CHAPTER 10: The Perfect Last Touchpoint MomentCHAPTER 11: The In-Touchpoint Moment; CHAPTER 12: Technology and the Future of Customer Experience; CHAPTER 13: Your Roadmap to What Customers Crave; END NOTES; INDEX; A; B; C; D; E; F; G; H; I; J; K; L; M; N; O; P; Q; R; S; T; U; V; W; Y; Z; CONNECT WITH THE AUTHOR; ABOUT THE AUTHOR; FREE SAMPLE CHAPTER FROM GET SCRAPPY; OTHER POPULAR AMACOM TITLES; ABOUT AMACOM
