So you'd like to...

Improve Customer Experience

A guide by Lynn Hunsaker (San Jose, CA)

Products sampled from this guide:

1. Discover the CEM framework:
a) Analyze the experiential world of the customer
b) Build the experiential platform
c) Design the brand experience
d) Structure the customer interface
e) Engage in continuous innovation
Kindle: Innovating Superior Customer Experience
Kindle: Customer Experience Improvement Momentum
Book: Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
Kindle:Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers


2. Dispell faulty thinking:
a) What's true and false about customer behavior, loyalty and profitability
b) Build customer-centricity
Loyalty Myths: Hyped Strategies That Will Put You Out of Business -- and Proven Tactics That Really Work
Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process


3. Monitor customer experience:
a) Let customers define it (metaphors preferred!)
b) Know what you're measuring (garbage-in, garbage-out!)
c) Embrace all of it (both positive and constructive feedback)
Marketing Metaphoria: What Deep Metaphors Reveal About the Minds of Consumers
How Customers Think: Essential Insights into the Mind of the Market
Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs
Measuring Customer Satisfaction: Hot Buttons and Other Measurement Issues
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
Kindle: A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong


4. Act on customer experience data:
a) Identify & monitor actionable, predictive action items
b) Get real about what it takes to really improve customer experience
Kindle: Metrics You Can Manage For Success
Book: Chief Customer Officer : Getting Past Lip Service to Passionate Action
Kindle: Chief Customer Officer : Getting Past Lip Service to Passionate Action
Satisfying Internal Customers First!
Internal Service Excellence: A Manager's Guide to Building World-Class Internal Service Unit Performance
Turning Team Performance Inside Out: Team Types and Temperament for High-Impact Results


5. Reward desired behaviors:
a) Among employees
b) Among customers
Make Their Day!: Employee Recognition That Works
Experiential Marketing: A Practical Guide to Interactive Brand Experiences
Relationship Marketing: New Strategies, Techniques and Technologies to Win the Customers You Want and Keep Them Forever
Book: Word of Mouth Marketing: How Smart Companies Get People Talking
Kindle: Word of Mouth Marketing: How Smart Companies Get People Talking

Products mentioned include:
1. Discover the CEM framework:
1.  Innovating Superior Customer Experience [Kindle eBook]  by Lynn Hunsaker
$9.95
5.0 out of 5 stars   (1) | 1 customer discussion
  See buying options  Add to wishlist
2.  Customer Experience Improvement Momentum [Kindle eBook]  by Lynn Hunsaker
$9.95
5.0 out of 5 stars   (1)
  See buying options  Add to wishlist
3.  Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers  by Bernd Schmitt
$28.04 Used & New from: $2.19
3.7 out of 5 stars   (13)
Add to cart  Add to wishlist
4.  Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers [Kindle eBook]  by Bernd H. Schmitt
Out of stock
3.7 out of 5 stars   (13)
  See buying options  Add to wishlist
2. Dispell faulty thinking:
5.  Loyalty Myths: Hyped Strategies That Will Put You Out of Business -- and Proven Tactics That Really Work  by Terry G. Vavra
$22.10 Used & New from: $0.01
4.0 out of 5 stars   (19)
Add to cart  Add to wishlist
6.  Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process  by Jay R. Galbraith
$36.55 Used & New from: $3.49
4.4 out of 5 stars   (7)
Add to cart  Add to wishlist
3. Monitor customer experience:
7.  Marketing Metaphoria: What Deep Metaphors Reveal About the Minds of Consumers  by Gerald Zaltman
$21.27 Used & New from: $2.27
4.5 out of 5 stars   (17)
Add to cart  Add to wishlist
8.  How Customers Think: Essential Insights into the Mind of the Market  by Gerald Zaltman
$20.28 Used & New from: $0.01
4.1 out of 5 stars   (51)
Add to cart  Add to wishlist
9.  Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs  by Terry G. Vavra
$35.45 Used & New from: $0.01
5.0 out of 5 stars   (3)
Add to cart  Add to wishlist
10.  Measuring Customer Satisfaction: Hot Buttons and Other Measurement Issues  by James H. Myers
Used & New from: $0.40
4.0 out of 5 stars   (1)
  See buying options  Add to wishlist
11.  A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong  by Janelle Barlow
$16.31 Used & New from: $1.67
4.8 out of 5 stars   (23)
Add to cart  Add to wishlist
12.  A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong [Kindle eBook]  by Janelle Barlow
Out of stock
4.8 out of 5 stars   (23)
  See buying options  Add to wishlist
4. Act on customer experience data:
13.  Metrics You Can Manage For Success [Kindle eBook]  by Lynn Hunsaker
$9.95
3.7 out of 5 stars   (3) | 1 customer discussion
  See buying options  Add to wishlist
14.  Chief Customer Officer : Getting Past Lip Service to Passionate Action  by Jeanne Bliss
$20.65 Used & New from: $7.99
4.8 out of 5 stars   (22) | 2 customer discussions
Add to cart  Add to wishlist
15.  Chief Customer Officer : Getting Past Lip Service to Passionate Action [Kindle eBook]  by Jeanne Bliss
Out of stock
4.8 out of 5 stars   (22) | 2 customer discussions
  See buying options  Add to wishlist
16.  Satisfying Internal Customers First!  by Richard Y. Chang
$20.90 Used & New from: $4.47
Add to cart  Add to wishlist
17.  Internal Service Excellence: A Manager's Guide to Building World-Class Internal Service Unit Performance  by Richard D. Hays
Used & New from: $0.01
4.5 out of 5 stars   (2)
  See buying options  Add to wishlist
18.  Turning Team Performance Inside Out: Team Types and Temperament for High-Impact Results  by Susan M. Nash
Used & New from: $0.01
4.5 out of 5 stars   (2)
  See buying options  Add to wishlist
5. Reward desired behaviors:
19.  Make Their Day!: Employee Recognition That Works  by Cindy Ventrice
Used & New from: $0.01
4.8 out of 5 stars   (13)
  See buying options  Add to wishlist
20.  Experiential Marketing: A Practical Guide to Interactive Brand Experiences  by Shaz Smilansky
$32.88 Used & New from: $20.95
5.0 out of 5 stars   (1)
Add to cart  Add to wishlist
21.  Relationship Marketing: New Strategies, Techniques and Technologies to Win the Customers You Want and Keep Them Forever  by Ian Gordon
Used & New from: $0.01
4.2 out of 5 stars   (4)
  See buying options  Add to wishlist
22.  Word of Mouth Marketing: How Smart Companies Get People Talking  by Andy Sernovitz
Used & New from: $0.80
4.5 out of 5 stars   (181) | 2 customer discussions
  See buying options  Add to wishlist
23.  Word of Mouth Marketing: How Smart Companies Get People Talking [Kindle eBook]  by Andy Sernovitz
Out of stock
5.0 out of 5 stars   (1)
  See buying options  Add to wishlist

More Actions

Discover more about this author
 See all of their So You'd Like to...guides
Make your own guide
 Create a So You'd Like to...guide
View your page on Amazon.com
 Go to Your Profile page

Customer Discussions about products in this guide  
   

About this Guide

 

Author

Lynn Hunsaker (San Jose, CA)
Qualifications: Customer Experience Strategist, University Instructor, Speak
Last updated: 9/29/10
Report abuse
    

More So You'd Like to...

 

Understand Customer Experience Management Understand Customer Experience Management

Understand Customer Experience Management: A guide of 19 items by Lynn Hunsaker

   

More Listmania!

 

Best Customer Experience Books Best Customer Experience Books

Best Customer Experience Books: A list of 5 items by KM