Crafting Customer Experience Strategy

Lessons from Asia

Crafting Customer Experience Strategy
Bikramjit Rishi, Sapna Popli
RRP:
NZ$ 228.99
Our Price:
NZ$ 217.54
Hardback
h229 x 152mm - 308pg
4 May 2021 UK
International import eta 10-19 days
9781839097119
Out Of Stock
Currently no stock in-store, stock is sourced to your order
When analysing customer experience, there is often a disconnect in the kind of customer experience senior leadership believes their organizations deliver and what consumers say they actually receive. Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a sustained competitive advantage for businesses. In uncovering this essential strategic challenge, this book explores the need to create customer experiences by design utilizing data, as well as the importance of engaging with the voice of the customer, the employee and the process in managing the customer journey. In this book a range of real world insights are scrutinized from a variety of leading organizations; chapters explore a wide range of themes including how organizations create experiences, the customer journey, emotions, technology and the returns in designing improved experiences. This is an essential reading for marketing students, scholars and practitioners looking for understanding and insights in customer experience management.
Sapna Popli is Professor of Marketing at IMT Ghaziabad, India, specialising in customer experience. Her research interests include customer experience management, service excellence, service orientation and service leadership. Bikramjit Rishi is Associate Professor of Marketing at IMT Ghaziabad, India. He is co-editor of Contemporary Issues in Social Media Marketing (2017) and editor of Islamic Perspectives on Marketing and Consumer Behavior (2015).
Status: No local stock, title imported to order
ISBN-13: 9781839097119
Published: 4 May 2021
Published In: United Kingdom
Imprint: Emerald Publishing
Publisher: Emerald Publishing
Format: Hardback
Height: 229mm
Width: 152mm
Pages: 308

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