|aNewman, Martin |c(Business consultant),|eauthor.
|a100 Practical Ways to Improve Customer Experience :|bachieve end-to-end customer engagement in a multi-channel world /|cMartin Newman and Malcolm McDonald.
|aOne hundred practical ways to improve customer experience.
|aHundred practical ways to improve customer experience.
|aLondon ;|aNew York :|bKogan Page,|cc2018.
|axvii, 281 pages :|billustrations ;|c24 cm.
|aIncludes bibliographical references and index.
|aIntroduction -- Put the customer first: if you don't, someone else will -- Marketplaces and disruptors are eating lunch (taking your market share) -- Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial service -- How to be in your own business -- The role of the store and its new footprint -- We live in a hyper-local world where mobile is key -- Organisational design to put the customer first -- Cultural change -- must be top down and bottom up -- Less about corporate, more about social responsibility -- Retail as a service -- Winning the hearts and minds of customers in international markets -- Customer-centric marketing communications -- A new framework for the marketing mix: the customer mix or 6Ws -- Strategic social media and its importance to the whole organisation -- The impact of AI, augmented virtual reality, machine learning and voice on customer experience -- The rise of the 'ations' in driving differentiation -- Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management -- So where do you start to transform your business?