| LEADER 00000nam 2200000uu 4500 |
| 001 13399135306 |
| 003 ULIBM |
| 008 230113s2021||||th 000 0 eng d |
| 020 ^a9781789666878 ^qpaperback |
| 050 00 ^aHF5415.5 ^b.C54 2021 |
| 100 1 ^aCleveland, Brad, ^eauthor. |
| 245 10 ^aLeading the customer experience : ^bhow to chart a course and deliver outstanding results / ^cBrad Cleveland. |
| 260 1 ^aLondon : ^bKogan Page, ^c2021. |
| 300 ^axix, 254 pages ; ^c24 cm |
| 504 ^aIncludes bibliographical references and index. |
| 505 0 ^aIntroduction -- Part one: Establish your approach -- 1. Getting started -- 2. Engaging your team -- Part two: Listen and respond -- 3. Harnessing the power of feedback -- 4. Boosting the value of customer service -- Part three: Educate and design -- 5. Telling your customer^'s story -- 6. Shaping processes and technology -- Part four: Inspire and innovate -- 7. Building a culture of customer advocacy -- 8. Unleashing product and service innovation -- Part five: Build on the momentum -- 9. Rallying support for investments -- 10. Going from strength to strength. |
| 520 ^a^"The mandate to get customer experience right is real and urgent. Leading the Customer Experience is your guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction and equipped to make sound decisions along the way.^" -- Provided by publisher. |
| 650 0 ^aCustomer relations. |
| 650 7 ^aCustomer relations. |
| 999 ^aปวีนา ภู่ทอง |
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