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)
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Customer Discussions about products in this guide
Lynn Hunsaker (San Jose, CA)
Qualifications: Customer Experience Strategist