Hague / Hague B2B Customer Experience
1. Auflage 2018
ISBN: 978-0-7494-8185-8
Verlag: Kogan Page
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Buch, Englisch,
248 Seiten, Kartoniert, Format (B × H): 156 mm x 233 mm, Gewicht: 384 g
A practical guide to delivering exceptional CX
1. Auflage 2018,
248 Seiten, Kartoniert, Format (B × H): 156 mm x 233 mm, Gewicht: 384 g
ISBN: 978-0-7494-8185-8
Verlag: Kogan Page
Seite exportieren
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Intensely practical in its approach, B2B Customer Experience 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. Clearly argued and supported by real-world examples, this text will help readers understand critical features including the difference between customer experience, loyalty and inertia; how to use journey maps to establish strengths and weaknesses in an organization, and how to ensure that sales teams are engaged in the customer experience programme. 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.
Hague, Nick
Paul Hague is a founder of B2B International. With 35 years of experience running market research agencies, his clients include some of the largest corporations in Europe and the United States. He has written, co-authored and contributed to numerous publications on market research tools and techniques.
Nick Hague is also a founder of B2B International, having joined his father (Paul) after graduating from Manchester University. Over the last two decades, Hague has made his name as an expert in customer experience market research. He is chairman of B2B International and has co-authored the bestselling book on market research - Market Research In Practice.
Hague, Paul
Paul Hague is based in Manchester, UK and is the founder of B2B International Ltd. Their clients include some of the largest corporations in Europe and the United States. Paul Hague is the author of a dozen books on market research as well as books on customer experience and business models that share over 35 years of practical experience in running a successful market research agency. These include Kogan Page titles such B2B Customer Experience (2018) and The Business Models Handbook (2019).
Hague, Nicholas
Nick Hague is also a founder of B2B International. After graduating in geology from Manchester University, Nick joined when B2B International was formed. Over the last two decades Nick has made his name as an expert in customer experience market research. He is chairman of B2B International and has co-authored the bestselling book on market research - Market Research In Practice.
Customer Experience in Business to Business Markets; Exploring Customer Experience, Loyalty & Inertia; Understanding Customer Experience and Profitability; The Six Key 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; Delivering Customer Experience the Six Pillars; How to Ensure 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; The Role of Brands in Creating a Better Customer Experience; The Role of Products in Creating Better Customer Experiences; Price and its Role in Creating Better Customer Experiences; Place and its Role in Creating Better Customer Experiences; Promotion and its Role in Creating Better Customer Experiences; The Role of People in Creating a Better Customer Experience; Measuring Performance of Customer Experience Initiatives
Intensely practical in its approach, B2B Customer Experience 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. Clearly argued and supported by real-world examples, this text will help readers understand critical features including the difference between customer experience, loyalty and inertia; how to use journey maps to establish strengths and weaknesses in an organization, and how to ensure that sales teams are engaged in the customer experience programme. 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.
Hague, Nick
Paul Hague is a founder of B2B International. With 35 years of experience running market research agencies, his clients include some of the largest corporations in Europe and the United States. He has written, co-authored and contributed to numerous publications on market research tools and techniques.
Nick Hague is also a founder of B2B International, having joined his father (Paul) after graduating from Manchester University. Over the last two decades, Hague has made his name as an expert in customer experience market research. He is chairman of B2B International and has co-authored the bestselling book on market research - Market Research In Practice.
Hague, Paul
Paul Hague is based in Manchester, UK and is the founder of B2B International Ltd. Their clients include some of the largest corporations in Europe and the United States. Paul Hague is the author of a dozen books on market research as well as books on customer experience and business models that share over 35 years of practical experience in running a successful market research agency. These include Kogan Page titles such B2B Customer Experience (2018) and The Business Models Handbook (2019).
Hague, Nicholas
Nick Hague is also a founder of B2B International. After graduating in geology from Manchester University, Nick joined when B2B International was formed. Over the last two decades Nick has made his name as an expert in customer experience market research. He is chairman of B2B International and has co-authored the bestselling book on market research - Market Research In Practice.
Customer Experience in Business to Business Markets; Exploring Customer Experience, Loyalty & Inertia; Understanding Customer Experience and Profitability; The Six Key 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; Delivering Customer Experience the Six Pillars; How to Ensure 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; The Role of Brands in Creating a Better Customer Experience; The Role of Products in Creating Better Customer Experiences; Price and its Role in Creating Better Customer Experiences; Place and its Role in Creating Better Customer Experiences; Promotion and its Role in Creating Better Customer Experiences; The Role of People in Creating a Better Customer Experience; Measuring Performance of Customer Experience Initiatives
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