000			02719cam a2200337 i 4500
001			20476372
005			20250628033329.0
008			180430s2018 enka b 001 0 eng
010			_a 2018015738
020			_a9780749481858 (pbk.)
040			_aDLC _beng _cDLC _erda _dDLC
042			_apcc
050	0	0	_aHF 5415.5 _b.H244 2018
082	0	0	_a658.8/12 _223
100	1		_aHague, Nick
245	1	0	_aB2B customer experience : _ba practical guide to delivering exceptional CX / _cHague, Nick and Paul Hague
264		1	_aNew York, NY : _bKogan Page Ltd, _cc2018.
300			_axviii, 226 pages : _billustrations ; _c23 cm
336			_atext _btxt _2rdacontent
337			_aunmediated _bn _2rdamedia
338			_avolume _bnc _2rdacarrier
504			_aIncludes bibliographical references and index.
505	0		_aWhy bother? -- Customer experience in business to business markets -- Exploring customer experience, loyalty and inertia -- Understanding customer experience and profitability -- Mapping the customer experience position today -- The six pillars of customer experience -- Essential metrics for measuring customer experience -- How to benchmark customer experience -- What are the key drivers of customer experience? -- Customer journey mapping and how to apply it -- Strategies for achieving excellent customer experience -- Developing a customer experience strategy -- Securing buy-in at all levels of customer experience -- Working with the sales and marketing teams to streamline customer experience -- How to create an internal service culture -- Using segmentation to deliver better customer experience -- Implementation of a customer experience programme -- The role of brands in creating better customer experience -- The role of products in creating better customer experience -- Price and its role in creating better customer experience -- Place and its role in creating better customer experience -- Promotion and its role in creating better customer experience -- The role of people in creating better customer experience -- Controls that ensure the customer experience programme stays on track -- Measuring performance of customer experience initiatives -- The challenge of continuous improvement in customer experience -- Index.
650		0	_aCustomer relations.
650		0	_aCustomer loyalty.
700	1		_aHague, Paul N., _eauthor.
776	0	8	_iOnline version: _aHague, Nick, 1974- author. _tB2B customer experience _b1 Edition. _dNew York, NY : Kogan Page Ltd, [2018] _z9780749481865 _w(DLC) 2018021537
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2lcc _cBK _n0
999			_c15704 _d15704