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Knight, T: Customer Experience Excellence

Knight, T: Customer Experience Excellence


en Limba Engleză Paperback – 31 aug 2021
Apply the lessons from the world's most elite organizations and make customer excellence a habit by creating frictionless and authentic human connections.
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Specificații

ISBN-13: 9781398600997
ISBN-10: 1398600997
Pagini: 270
Dimensiuni: 156 x 234 x 18 mm
Greutate: 0.61 kg
Ediția:1
Editura: Kogan Page

Cuprins

Chapter - 01: Introduction; Section - ONE: The changing world of customer and employee; Chapter - 02: The new customer; Chapter - 03: The new employee; Chapter - 04: The new enterprise; Section - TWO: The six pillars of experience - A framework for excellence; Chapter - 05: The six pillars of experience - An introduction; Chapter - 06: Preparing the six pillars; Chapter - 07: Applying the six pillars; Section - THREE: The 90 day plan; Chapter - 08: Achieving a quantum leap - The 90-day growth plan; Chapter - 09: The first 30 days; Chapter - 10: The second 30 days; Chapter - 11: The final 30 days