Contents
by Richard DuFresne, National Manager Customer Care, Toyota Motor Sales Corporation
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
The Customer and the Implications of Customer Experience
1 Why Good Service Might Not Result in a Great Experience
Understanding Customer Expectations
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
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