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  • Delivering fantastic customer experience : how to turn customer satisfaction into customer relationships
    Lafrenière, Daniel
    "If you don't offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days where businesses could simply offer an 'OK' experience-and get away ... with it. In today's hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me. With customers having higher expectations and access to more information than ever before, companies must create stellar, frictionless, personalized and memorable customer experiences if they plan to stay in the game. In this book, you will learn: What customer experience truly is. How emotions can increase customer loyalty... or make customers ditch a brand. Which behaviors and attitudes lose customers. Ten easy, practical and proven ways to immediately improve your customer experience. What renowned companies do to offer the best customer experience . This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people or installers. No matter what role you play, this book offers easy tips, recommendations and examples to help improve customer experience, realistically, sustainably and affordably."
    Type of material - book ; adult, serious
    Edition - 1st ed.
    Publication and manufacture - New York (NY) ; Abingdon (Oxon) : Routledge, 2020
    Language - english
    ISBN - 978-0-367-34603-4; 0-367-34603-6; 978-0-367-34798-7; 0-367-34798-9
    COBISS.SI-ID - 88632323

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Bežigrad 0000000005 LAFRENIÈRE D. Delivering
IN: 90211056501 Bežigrad 005 LAFRENIÈRE D. Delivering
IN: 90211056501 		available - outside loan, loan period: 21 days
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