Book description
Alan Pennington is a Global Customer Experience/Redesign Guru. He was Managing Director and co-founder of Mulberry Consulting the Number One CE business globally and Executive Chair of 'Experience by Design' a South African based venture. He has worked with a wide range of businesses, including financial services, travel, retail, public sector and education both in B2B and B2C, including Emirates, Vodafone, Reed Elsevier, City & Guilds, British Council, Aviva and many others.
Table of contents
- Cover
- Title page
- Contents
- About the author
- Acknowledgements
- Publisher’s acknowledgements
- Introduction
- Part 1 Customer experience in business
-
Part 2 Customer experience in action
- 4 Where are you? What do you want to deliver?
- 5 How to plan the delivery of an improved customer experience
- 6 How to use customer journey mapping
- 7 How to design new and improved experiences
- 8 How to use measures to drive and deliver your experience
- 9 How small data can make the difference
- 10 How to build trust through experience
- 11 How to equip and support teams for success
- What did you think of this book?
- Index
- Endorsements
- Imprint
Product information
- Title: The, Customer Experience Manual
- Author(s):
- Release date: September 2016
- Publisher(s): Pearson Education
- ISBN: 9781292148489
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