Customer experience engineering applied to the engineering department is rare, but needed. Most companies keep support, UX, engineering, product, and CX separate. To address this gap, this book highlights roles and techniques that are proven to accelerate issue detection and prevention by 30% or more.
With the author's vast experience in tech support, he has developed techniques and skills that allow engineers to gain customer insights faster and through new and insightful sources that are within their reach. You will develop a deep understanding of the impact of issues; understand and optimize the speed of the engineering feedback loop (issue resolution time); and develop the ability to calculate the cost of the issues or customer friction to the business (in aggregate and on a case-by-case basis).
Organizations can save significant money and add additional revenue by addressing customer friction proactively in collaboration with product, engineering, and site reliability engineering (SRE) functions and reduce the average time of an issue resolution by 80%.
The cross-functional leadership, mentoring, and engineering techniques you'll learn from this proactive stance are very valuable and teachable, and this book will show you the path forward.
What You Will Learn
Gain the techniques and tools necessary to validate customer journey success in production
Contribute to customer-centric key performance indicators (KPIs) on executive dashboards
Create meaningful insights and data points that allowed the feedback loop to be optimized and efficient
Who This Book is For Professionals participating in the value stream of digital software engineering for the benefit of customer experiences, directly or indirectly. You may be an engineer practicing DevOps or site reliability, or you might be a product owner, UX designer, or researcher. You might be working in support and seeking for new ways to engage with your engineering teams.
Автор: Klaus Philipp Название: Measuring Customer Experience ISBN: 1137375450 ISBN-13(EAN): 9781137375452 Издательство: Springer Рейтинг: Цена: 35390.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.
Автор: Daffy Chris Название: Creating Customer Loyalty: Using Customer Experience Management to Deliver Lasting Client Loyalty ISBN: 0749484306 ISBN-13(EAN): 9780749484309 Издательство: Неизвестно Рейтинг: Цена: 45590.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Develop the skills to design and implement a sustainable customer loyalty improvement programme in your organization and be rewarded with increased market share, improved sales and enhanced profitability.
Автор: Wided Batat Название: The new luxury experience : ISBN: 3030016706 ISBN-13(EAN): 9783030016708 Издательство: Springer Рейтинг: Цена: 74530.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This professional book introduces marketing and luxury brand professionals to a new definition of luxury and the art of designing the ultimate luxury experience in both the physical space (e.g., in-store, hotel, restaurant) and the digital space (e.g., social media, website, e-commerce). Specifically, it offers an overview of customer experience issues and explores big five experiential strategies that can be applied by luxury houses in order to provide the best luxury experience to their customers. Themes such as quality of customer luxury experience, immersion and co-production/co-creation in luxury, creation and management, digital and immersive marketing, and innovative market research are also examined.
How do consumers define luxury? Is there one luxury or several "luxuries"? What kind of luxury experiences consumers want to live? How can luxury houses design the ultimate luxury experience? More than in any other sector, luxury consumption is a response to a search for emotions, pleasure, uniqueness, consideration and greatest services. The luxury consumer wants to live luxury experiences - not just buy luxury products or services. In this way, this book presents the luxury consumption experience as a combination of symbolic meaning, subconscious processes and nonverbal cues and characterized by fantasies, feelings and fun.
Featuring case studies and interviews from international luxury sectors and brand managers such as Burberry, Dior, Porsche, Breitling, St. Regis Hotels & Resorts, and Louis Vuitton, among others, this book offers both a research and management perspective on luxury experience to professionals in the luxury sector (e.g., CEOs, brand managers, marketing and communication professionals), as well as marketing professors, students, and people eager to learn more about how to design the ultimate luxury experience. Praise for The New Luxury Experience"This book provides a holistic perspective on marketing of luxury brands, offering both useful practical advice as well as illustrating important cases." -- Ravi Dhar, Director, Yale Center for Customer Insights, Yale University"Wided Batat's book offers a fresh, insightful and comprehensive analysis of the concept of the consumer's experience with luxury whatever that may be.
The Five experiential luxury strategies proposed by Wided highlight that luxury management should go above and beyond the design and branding of luxury goods and services. I also commend the consideration given to the younger generations' approach to luxury and to corporate social responsibility aspects. Luxury marketers should find this book very useful indeed."-- Francesca Dall'Olmo Riley, Professor of Brand Management, Kingston Business School, UK
Автор: West Frederick Название: God`s Business: How to Supercharge Your Faith, Your Profit, and Your Client Experience ISBN: 1630476137 ISBN-13(EAN): 9781630476137 Издательство: Неизвестно Рейтинг: Цена: 11950.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Finally, a book written for Christian business owners on how to grow a profitable and purposeful business by supercharging their faith and client experience!
Автор: Vacovec John Название: The Best Therapy Experience(r) ISBN: 0990559610 ISBN-13(EAN): 9780990559610 Издательство: Неизвестно Рейтинг: Цена: 13730.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание:
The Future of Physical Therapy . . . Today, physical therapists have an identity crisis. While consumers understand what a dentist, plumber, electrician, or massage therapist does, they cannot easily describe a physical therapist. We need to brand ourselves like Starbucks, Dunkin' Donuts, and Apple. The physical therapy experience must be transformed with a branded platform to create standardization and consistency in the outpatient arena. This book, which outlines The Best Therapy Experience(R), provides physical therapists with proven concepts and methods to disrupt the industry and build lifelong relationships with clients by focusing on what clients really value. Experts Weigh In . . . Perception Is Reality . . . "I think the profession of physical therapy has come a long way. I go back to when I first started in practice and started our sports medicine program in 1974. At that time, there were no private practices in physical therapy. Now, it's become very common. I think that's where you're lacking uniformity in what you do. In private practice, there is a less systematic approach to the profession." -Lyle Micheli, Orthopedic Surgeon, Children's Hospital, Boston, MA "What I find most frustrating is when physical therapists] give patients advice that alters the general notion of what their diagnosis is and where they should be going treatment wise. They need] a conversation with the doctor so a uniform confidence-inducing plan can be followed through." -Mark Reichard, Orthopedic Surgeon, Norwood, MA "I think the real issue-and it's probably going to impact us all in private practice-is that we have fixed costs and, if reimbursements continue to ratchet down, we can't change our fixed costs, which may drive some people out of business and out of the field." -John Richmond, Chairman, Dept. of Orthopedics, New England Baptist Hospital, Boston, MA " I refer a patient to physical therapy primarily] to teach them how to exercise safely. Physical therapists have] an understanding of what the disease process is and develop a personalized program to meet an individual's needs." -Eric Berkson, Sports Medicine Orthopedic Surgeon, Team Physician, Boston Red Sox, New England Patriots
Автор: Reason Ben, L?vlie Lavrans, Brand Flu Melvin Название: Service Design for Business: A Practical Guide to Optimizing the Customer Experience ISBN: 1118988922 ISBN-13(EAN): 9781118988923 Издательство: Wiley Рейтинг: Цена: 25350.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: A practical approach to better customer experience through service design Service Design for Business helps you transform your customer`s experience and keep them engaged through the art of intentional service design.
Автор: Soudagar Reza, Iyer Vinay, Hildebrand Volker Название: The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers ISBN: 007178697X ISBN-13(EAN): 9780071786973 Издательство: McGraw-Hill Рейтинг: Цена: 46890.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Three customer experience experts provide executives and senior managers with cost-effective, sustainable methods for creating a superior customer experience--which generates heightened profitability in the age of rapid information flows and expanding customer expectations.
Казахстан, 010000 г. Астана, проспект Туран 43/5, НП2 (офис 2) ТОО "Логобук" Тел:+7 707 857-29-98 ,+7(7172) 65-23-70 www.logobook.kz
