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B2B Customer Experience: A Practical Guide to Delivering Exceptional CX
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B2B Customer Experience: A Practical Guide to Delivering Exceptional CX Paperback -

by Paul Hague; Nicholas Hague


From the publisher

B2B Customer Experience shows readers how to deliver the very best customer experience (often referred to as CX), within the business-to-business realm. Marketers have long known that emotions are important in driving our experiences, and the subject is now high on the agenda of B2B companies who want to deliver a 'wow' to their customers. Achieving this 'wow' factor helps organizations distinguish themselves from their competition, while simultaneously winning new business and retaining existing clients. B2B Customer Experience is the essential handbook that guides the reader through the process of creating an exceptional customer experience. Intensely practical in its approach, B2B Customer Experience is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment. Clearly argued and supported by real-world examples, this text will help readers understand critical features including the difference between customer experience, loyalty and inertia; how to use journey maps to establish strengths and weaknesses in an organization, and how to ensure that sales teams are engaged in the customer experience programme. Discussing some of the best known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment.

Details

  • Title B2B Customer Experience: A Practical Guide to Delivering Exceptional CX
  • Author Paul Hague; Nicholas Hague
  • Binding Paperback
  • Pages 248
  • Volumes 1
  • Language ENG
  • Publisher Kogan Page
  • ISBN 9780749481858 / 0749481854
  • Weight 0.84 lbs (0.38 kg)
  • Dimensions 9.37 x 6.1 x 0.59 in (23.80 x 15.49 x 1.50 cm)
  • Library of Congress subjects Customer relations, Customer loyalty
  • Library of Congress Catalog Number 2018015738
  • Dewey Decimal Code 658.812

About the author

Paul Hague is a founder of B2B International. With 35 years of experience running market research agencies, his clients include some of the largest corporations in Europe and the United States. He has written, co-authored and contributed to numerous publications on market research tools and techniques. Nick Hague is also a founder of B2B International, having joined his father (Paul) after graduating from Manchester University. Over the last two decades, Hague has made his name as an expert in customer experience market research. He is chairman of B2B International and has co-authored the bestselling book on market research - Market Research In Practice.

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B2b Customer Experience: A Practical Guide to Delivering Exceptional Cx
Stock Photo: Cover May Be Different

B2b Customer Experience: A Practical Guide to Delivering Exceptional Cx

by Hague, Paul/ Hague, Nicholas

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New
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Paperback
ISBN 13
9780749481858
ISBN 10
0749481854
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Exeter, Devon, United Kingdom
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Item Price
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Description:
Kogan Page Ltd, 2018. Paperback. New. 240 pages. 9.25x6.25x0.75 inches.
Item Price
$47.80
$12.77 shipping to USA