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Understand Customer Experience Management

A guide by Lynn Hunsaker (San Jose, CA)

Products sampled from this guide:
An anthology of customer experience management thought leadership, focusing on the evolution of defining the overall field. Customer Experience Management encompasses customer satisfaction, loyalty, retention, relationship management, user experience, experiential marketing, and customer centricity.

Pioneers in Defining Customer Satisfaction (1970s-1980s):
The Effective Executive (Harperbusiness Essentials)
The Customer Loyalty Pyramid
The Customer-Driven Company: Moving from Talk to Action
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
The Service Profit Chain
The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
Customer Loyalty How to Earn It How to Keep It
Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal
The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success
Customer Lifetime Value: Reshaping the Way We Manage to Maximize Profits

Pioneers in Retention & Loyalty (1980s - 1990s):
Loyalty Myths: Hyped Strategies That Will Put You Out of Business -- and Proven Tactics That Really Work

Pioneers in Customer Relationship Managemnt (1990s):
Managing Customer Relationships: A Strategic Framework
CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers (Unknown Series)

Pioneers in Experiential Marketing (1990s):
Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, Relate

Pioneers in User Exprience (2000s):
Designing Web Usability
Don't Make Me Think: A Common Sense Approach to Web Usability, 2nd Edition

Pioneers in Customer Experience Management (2000s):
Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
Managing the Customer Experience: Turning customers into advocates
Building Great Customer Experiences, Revised Edition (Beyond Philosophy)

Products mentioned include:
1.  The Effective Executive (Harperbusiness Essentials) [Kindle eBook]  by Peter F. Drucker
$9.12
4.7 out of 5 stars   (174)
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2.  The Customer Loyalty Pyramid  by Michael W. Lowenstein
$99.86 Used & New from: $5.30
4.0 out of 5 stars   (2)
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3.  The Customer-Driven Company: Moving from Talk to Action  by Richard C. Whiteley
$14.74 Used & New from: $0.01
4.8 out of 5 stars   (8)
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4.  The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees  by James L. Heskett
Used & New from: $0.01
3.2 out of 5 stars   (4)
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5.  The Service Profit Chain  by James L. Heskett
$24.17 Used & New from: $0.01
4.4 out of 5 stars   (14)
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6.  The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value  by Frederick F. Reichheld
$14.23 Used & New from: $0.01
4.8 out of 5 stars   (40)
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7.  Customer Loyalty How to Earn It How to Keep It  by Jill Griffin
Used & New from: $19.00
4.9 out of 5 stars   (23)
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8.  Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal  by Jill Griffin
$18.06 Used & New from: $0.90
4.9 out of 5 stars   (16)
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9.  The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success  by Terry G. Vavra
Used & New from: $0.01
5.0 out of 5 stars   (3)
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10.  Customer Lifetime Value: Reshaping the Way We Manage to Maximize Profits  by Timothy L. Keiningham
$109.19 Used & New from: $24.69
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11.  Loyalty Myths: Hyped Strategies That Will Put You Out of Business -- and Proven Tactics That Really Work  by Terry G. Vavra
$22.41 Used & New from: $0.01
4.0 out of 5 stars   (19)
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12.  Managing Customer Relationships: A Strategic Framework  by Don Peppers
Used & New from: $0.01
4.2 out of 5 stars   (12)
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13.  CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers (Unknown Series)  by Paul Greenberg
$19.83 Used & New from: $3.95
4.9 out of 5 stars   (10)
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14.  Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, Relate  by Bernd Schmitt
Used & New from: $0.01
3.5 out of 5 stars   (17)
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15.  Designing Web Usability  by Jakob Nielsen
$37.52 Used & New from: $0.01
3.9 out of 5 stars   (241)
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16.  Don't Make Me Think: A Common Sense Approach to Web Usability, 2nd Edition  by Steve Krug
$31.29 Used & New from: $0.53
4.6 out of 5 stars   (433) | 4 customer discussions
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17.  Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers  by Bernd Schmitt
$26.70 Used & New from: $0.01
3.7 out of 5 stars   (13)
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18.  Managing the Customer Experience: Turning customers into advocates  by Shaun Smith
$28.50 Used & New from: $0.01
4.7 out of 5 stars   (11)
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19.  Building Great Customer Experiences, Revised Edition (Beyond Philosophy)  by Colin Shaw
$30.04 Used & New from: $2.86
4.3 out of 5 stars   (13)
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About this Guide

 

Author

Lynn Hunsaker (San Jose, CA)
Qualifications: Customer Experience Strategist
Last updated: 9/29/10
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