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001			835294
005			20230423231749.0
007			cr cnu||||||||
008			211027s2014 xx o ||||0 eng d
020			_a9780814433881
049			_aPIMLIB
050		4	_aHF5415.5 _b.G653C
100	1		_aGoodman, John. _967447
245	1	0	_aCustomer Experience 3. 0 : _bHigh-Profit Strategies in the Age of Techno Service.
250			_a1st ed.
260			_aNew York : _bAmerican Management Association, _c2014. _936381
300			_axi, 244 pages ; _c24 cm
449			_aNew Arrivals Nov 2021
505	0		_aIntro -- Title -- Copyright -- Contents -- Foreword -- Introduction: Why Customer Experience 3.0? -- Section One: The Customer and the Implications of Customer Experience -- Section Two: Designing the End-to-End Customer Experience -- Section Three: Key Issues of Implementation -- Section One The Customer and the Implications of Customer Experience -- 1 Why Good Service Might Not Result in a Great Experience -- Understanding Customer Expectations -- No Unpleasant Surprises -- Identifying Sources of Customer Dissatisfaction and Uncertainty -- No News Is Not Necessarily Good News -- Why Your Current CE Is Leaving Huge Amounts of Money on the Table -- Leveraging Technology for a Great Customer Experience -- Eliminating Unpleasant Surprises -- Getting Started: Questions to Ask Yourself About Moving Your Company Out of Complacency -- Key Takeaways -- 2 More Than People: Customer Experience = People + Process + Technology -- Delivering a Great Customer Experience: A Four-Part Framework -- Applying Technology During Each Phase of the CE Framework -- Metrics to Measure and Manage Customer Experience Effectiveness -- Getting Started: Questions to Ask Yourself About Your Existing CE -- Key Takeaways -- 3 Jump-Starting Action by Quantifying the Revenue Cost of Inaction -- Why Executives Believe a Great CE Is More Costly Than a Good CE -- Measuring the Revenue Impact of a Great CE -- Calculating the Top-Line Payoff of an Improved CE -- Quantifying the Savings of a Great CE -- Convincing the CFO -- Picking Your Battles -- Getting Started: Questions to Ask Yourself About Your Business Case for CE -- Key Takeaways -- Section Two Designing the End-to-End Customer Experience -- 4 Do It Right the First Time (DIRFT) -- DIRFT: The Essential Steps -- Building a Flexible, Customer-Focused Culture That Delivers DIRFT -- DIRFT with Flexibility.
520			_aYour customers are expecting seamless customer service experiences. You can't afford to give them anything less.
650		0	_aCustomer relations. _941360
650		0	_aCustomer services -- Technological innovations. _967448
650		0	_aCustomer services. _929915
690			_a0050 หนังสือได้รับบริจาค _99762
942			_cBK
988			_c835294
998			_asiriporn
999			_c835294 _d835294