| 000 | 02653nam a2200421Ii 4500 | ||
|---|---|---|---|
| 001 | 9781787547865 | ||
| 003 | UtOrBLW | ||
| 005 | 20210303084923.0 | ||
| 006 | m o d | ||
| 007 | cr un||||||||| | ||
| 008 | 180815s2018 enk ob 001 0 eng d | ||
| 020 | _a9781787547865 (e-book) | ||
| 040 |
_aUtOrBLW _beng _erda _cUtOrBLW |
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| 050 | 4 |
_aHF5415.335 _b.C87 2018 |
|
| 072 | 7 |
_aKJS _2bicssc |
|
| 072 | 7 |
_aBUS018000 _2bisacsh |
|
| 080 | _a658.8 | ||
| 082 | 0 | 4 |
_a659 _223 |
| 100 | 1 |
_aDew, Robert, _eauthor. |
|
| 245 | 1 | 0 |
_aCustomer experience innovation : _bhow to get a lasting market edge / _cby Robert Dew, with Cyrus Allen. |
| 264 | 1 | _bEmerald Publishing Limited, | |
| 300 | _a1 online resource (xviii, 201 pages) | ||
| 500 | _aIncludes index. | ||
| 504 | _aIncludes bibliographical references (pages 195-201). | ||
| 520 | _aCompanies who invest in successful Customer eXperience (CX) innovation stand out from the crowd. Markets tend to reward these companies because it is rare for firms to try something new, much less prove customer acceptance of their attempted innovations. Firms offering remarkable CX create loyal customers who happily pay more for their products and services, and then refer them to other customers for free. This book outlines innovative processes used to research, conceive and develop innovations in the CX space for both large and small companies. The challenge is not so much finding out what customers like, as it is remaining apart from the crowd of rivals and copycats. Written as a practical guide for managers with a background in line management, operations, marketing, finance or customer service, this book contains a simple framework with an extensive range of design thinking and creative problem solving tools. Starting with a validation for investing in improving your firms CX, the book also provides a primer on competitive advantage, the most critical objective of strategic planning. Mastering the books content creates the potential for any business manager or owner to find a hard-to-copy market advantage and drive their business growth. | ||
| 588 | 0 | _aPrint version record | |
| 650 | 0 | _aConsumer satisfaction. | |
| 650 | 0 | _aCustomer relations. | |
| 650 | 7 |
_aBusiness & Economics / Customer Relations. _2bisacsh |
|
| 650 | 7 |
_aSales & marketing. _2bicssc |
|
| 700 | 1 |
_aAllen, Cyrus, _eauthor. |
|
| 776 | _z9781787547872 | ||
| 856 | 4 | 0 | _uhttps://www.emerald.com/insight/publication/doi/10.1108/9781787547865 |
| 999 |
_c30076 _d30076 |
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