000			03405nam a2200229 4500
005			20250114115352.0
008			250114b |||||||| |||| 00| 0 eng d
020			_a9781398608511
082			_a658.812 _bHAG
100			_aHague, Nick _920620
245			_aB2B customer experience: _ba practical guide to delivering exceptional CX
250			_a2nd
260			_bKogan Page Limited _aLondon _c2023
300			_axvii, 251 p.
365			_aGBP _b29.99
500			_aTable of content: Section - ONE Part one: Why Bother?; Chapter - 01: What is customer experience and what triggers it?; Chapter - 02: The importance of customer experience; Chapter - 03: The Net Promoter Score and customer experience; Section - TWO Part two: A Plan For Delivering Excellent Customer Experience; Chapter - 04: The six pillars of customer experience; Chapter - 05: Staying on track; Chapter - 06: Staying ahead of the competition; Chapter - 07: Drivers of customer experience; Chapter - 08: Customer experience throughout the customer journey; Section - THREE Part three: Turning The Customer Experience Plan Into Action; Chapter - 09: The long and the short of customer experience; Chapter - 10: Selling your customer experience strategy within your company; Chapter - 11: Building a customer experience culture; Chapter - 12: Horses for courses; Chapter - 13: Getting the right people; Section - FOUR Part four: Linking Customer Experience To The 4Ps; Chapter - 14: How your brand affects customer experience; Chapter - 15: How your products affects customer experience; Chapter - 16: How your prices affects customer experience; Chapter - 17: How distribution and the supply chain affects customer experience; Chapter - 18: How advertising and promotions affects customer experience; Section - FIVE Part five: The Role Of IT In Customer Experience; Chapter - 19: Make or break; Chapter - 20: Customer relationship management; Section - SIX Part Six: Moving Forward; Chapter - 21: Continuous improvement in customer experience; [https://www.koganpage.com/marketing-communications/b2b-customer-experience-9781398608511#contentgroupsection-toc]
520			_aB2B Customer Experience shows readers how to deliver the very best customer experience within the business-to-business industry. Intensely practical in its approach, it is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment. Now newly revised, this new edition will provide new case studies demonstrating what makes for good or bad customer experience as well as providing new tactics and strategies that will help build an effective customer experience plan. This new edition also aims to guide the reader on how to successfully incorporate AI into their strategy whilst still delivering great customer experience. Discussing some of the best-known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment. (https://www.koganpage.com/marketing-communications/b2b-customer-experience-9781398608511)
650			_aBusiness and management
650			_aCustomer services
700			_aHague, Paul _99047
942			_cBK _2ddc
999			_c8506 _d8506