Crafting Customer Experience Strategy: Lessons from Asia

There is a disconnect between what senior leadership believes their organizations deliver and what consumers say they receive when analyzing customer experience. Crafting Customer Experience Strategy: Lessons from Asia explores how Customer Experience Management can provide a sustained competitive advantage by creating customer experiences by design utilizing data and engaging with the voice of the customer, employee, and process.

\n Format: Hardback
\n Length: 256 pages
\n Publication date: 04 May 2021
\n Publisher: Emerald Publishing Limited
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When examining customer experience, a significant gap often arises between the perception held by senior leadership and the actual experience reported by consumers. This discrepancy highlights the critical importance of crafting a customer experience strategy that aligns with the expectations and desires of the target audience.

Crafting Customer Experience Strategy: Lessons from Asia delves into the realm of customer experience management, recognizing its potential to provide a sustainable competitive edge for businesses. By exploring this fundamental strategic challenge, the book sheds light on the necessity of designing customer experiences through data-driven insights and engaging with the perspectives of customers, employees, and the processes involved in managing the customer journey.

Within this comprehensive volume, a diverse range of real-world insights from leading organizations are scrutinized, encompassing various themes such as the art of creating exceptional experiences, the intricacies of the customer journey, the role of emotions in shaping customer interactions, the impact of technology on enhancing experiences, and the measurable returns of designing improved customer experiences.

This book serves as an invaluable resource for marketing students, scholars, and practitioners seeking to gain a deeper understanding and insights into customer experience management. It offers a comprehensive framework for developing effective strategies, tactics, and tools to create meaningful and memorable customer experiences that drive business growth and customer loyalty.

\n Weight: 496g\n
Dimension: 160 x 240 x 20 (mm)\n
ISBN-13: 9781839097119\n \n