| LEADER : 00000nam 2200000uu 4500 |
| 008 230116s2021||||th 000 0 ebg d |
| 020 ^a9781398600997 ^q(paperback) |
| 050 00 ^aHF5415.5 ^b.C663 2021 |
| 100 1 ^aConway, David, ^eauthor. |
| 245 10 ^aCustomer experience excellence : ^bthe six pillars of growth / ^cDavid Conway and Tim Knight. |
| 300 ^axv, 253 pages ; ^c24 cm |
| 504 ^aIncludes bibliographical references and index. |
| 520 ^a^"Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver. However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It^'s not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results. Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world^'s most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and ^'think customer^' at every single touch point.^" --Amazon.com. |
| 650 0 ^aCustomer relations. |
| 650 7 ^aCustomer relations. |
| 700 1 ^aKnight, Kim, ^eauhtor. |
| 999 ^aปวีนา ภู่ทอง |
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