Customer Experience Manual, The: How to design, measure and improve customer experience in your business

by Alan Pennington

Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business.

From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you’ll

Why customer experience is so important in business – and how it applies to you How to use customer experience tools in your business – step by step guides on how to use CX metrics and how to learn from them Alongside the theory and practical how-to guidance, there will be a range of examples of ‘thinking differently’ about everyday situations to engage the reader. Plus, with case studies from International Companies, readers will discover not only what works well but also the hard lessons they have learned.

The Customer Experience Book shows you how to understand, measure and improve customer experience in your business, whatever your level. The full text downloaded to your computer. With eBooks you

search for key concepts, words and phrases make highlights and notes as you study share your notes with friends Print 5 pages at a time Compatible for PCs and MACs No expiry (offline access will remain whilst the Bookshelf software is installed. eBooks are downloaded to your computer and accessible either offline through the VitalSource Bookshelf (available as a free download), available online and also via the iPad/Android app.

When the eBook is purchased, you will receive an email with your access code.  Simply go to to download the FREE Bookshelf software. After installation, enter your access code for your eBook.

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The VitalSource products do not have an expiry date. You will continue to access your VitalSource products whilst you have your VitalSource Bookshelf installed.

Genres: Business

294 pages, Kindle Edition

Published September 14, 2016

Reviews

[Mustafa Jummah · Rating 4 out of 5]

I have just finished a book by Alan Pennington called "The Customer Experience Book," and it is a fantastic book because it covers a comprehensive range of information about the topic with a clear introduction to the world of CE.



This book covers the theories, principles, implementation, and measurement of Customer Experience in a very simplified way with plenty of examples, best practices, and cases studies.



I'd definitely recommend this book if you work in either marketing or sales. As well as if you're looking for a way to deliver to WOW your customer base, There's much information of value here that could apply to any industry. To make sure you provide outstanding service, and not falling behind your competitors. :D

#customerexperience

[Anndy Tanuri · Rating 4 out of 5]

This book introduced me to the concept of customer journey for the first time. It is a perfect starting point for college students who want to dig deeper on customer experience and customer journey. As a branding/marketing student, i find most of the concept pretty relevant and practical.

[David · Rating 4 out of 5]

A practical guide book of cx

[J. T. · Rating 2 out of 5]

Starts off well but then loses intensity

This is a fundamental topic and the book raises hopes early on but becomes fluffier in the second half. I judge such books based on actionable advice and how much I highlight. Unfortunately much of the advice is vague and corporate in style.

[Scott E · Rating 5 out of 5]

Cracking piece of work when taken as an introductory text. Enough high level concepts to ensure the information is relevant but enough basic language to make it accessible