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              Books by Steven Walden

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              Total 4 jump to: go
              Customer Experience Management Rebooted: Are you an Experience brand or an Efficiency brand?
                

              Customer Experience Management Rebooted: Are you an Experience brand or an Efficiency brand? (Trade Paperback / Paperback, Softcover reprint of the original 1st ed. 2017)

              By Walden, Steven

              • Imp. $146.99
              • $139.64
              • Save $7.35
              • No availability locally

              Walden shows why most customer experience management fails to improve the customer's real experience and how to concentrate on the subjective emotional perceptions that drive the customer's actual experience rather than the quantitative service efficiency metrics gathered by most... CX tools. Customer experience management is not about managing every objective experience your customers have with you. It's about understanding, measuring and creating experiences that customers value. So while service and efficiency are wonderful things, they represent business as usual ; the ticket to the game, the platform from which experiences are created not the experience itself! The message of this book is that businesses are at risk! Their uber focus on efficiency is leading them to miss the chance to connect more closely with their customer base and deliver on the creative potential of their brand. They ignore the fact that technology is an enabler of the experience it is not the experience. Customers are not data - they are people: living, breathing, contradictory, infuriating bundles of cognitive and emotionally-driven responses to stimuli. Experience deals with how customers think, feel and behave - the things that motivate them to act which go beyond frequently forgettable efficiency. This means differentiating by providing new and better experiences based on a deeper understanding of what motivates customers to buy. To do that we must leave the objective, quantitative, world of quality management and enter the subjective, qualitative, world of customer's psychology. Walden reboots our understanding of customer experience, showing us what it means, how to measure it, what we need to do to manage it and how we can gain financially from it. Understand, measure, create and do - but first of all, understand.
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              ISBN 9781349956722
              Released NZ 24 Mar 2019
              Publisher Palgrave Macmillan
              Interest Age General Audience
              Availability
              Internationally sourced; usually ships 2-3 weeks
              View details for this title
              Customer Experience: Future Trends and Insights
                

              Customer Experience: Future Trends and Insights (Hardback)

              By Shaw, Colin; Dibeehi, Qaalfa; Walden, Steven

              • Imp. $191.99
              • $182.39
              • Save $9.60
              • No availability locally

              The quality of customer experience has become more important in recent times as businesses struggle to differentiate themselves. But what are the emerging trends that businesses should focus on today? The authors explore the growing trends that progressive businesses need to unde...rstand to give themselves a competitive advantage.
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              ISBN 9780230247819
              Released NZ 9 Sep 2010
              Publisher Palgrave Macmillan
              Interest Age General Audience
              Availability
              Internationally sourced; usually ships 2-3 weeks
              View details for this title
              Customer Experience: Future Trends and Insights
                

              Customer Experience: Future Trends and Insights (Paperback, 1st ed. 2010)

              By Shaw, C.; Dibeehi, Qaalfa; Walden, Steven

              • RRP: $155.50
              • $147.72
              • Save $7.78
              • In Stock US

              Customer Experience is now the key differentiator as consumers and businesses alike decide among competing brands. The authors explore growing trends in Experience Psychology, Social Media and Neuroscience and their impact on Customer Experience that businesses need to understand... to gain preference, loyalty and market share.
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              ISBN 9781349320271
              Released NZ 9 Sep 2010
              Publisher Palgrave Macmillan
              Interest Age General Audience
              Availability
              Internationally sourced; ships 6-12 working days
              View details for this title
              Customer Experience Management Rebooted: Are you an Experience brand or an Efficiency brand?
                

              Customer Experience Management Rebooted: Are you an Experience brand or an Efficiency brand? (Hardback, 1st ed. 2017)

              By Walden, Steven

              • RRP: $155.50
              • $147.72
              • Save $7.78
              • In Stock US

              Walden shows why most customer experience management fails to improve the customer s real experience and how to concentrate on the subjective emotional perceptions that drive the customer s actual experience rather than the quantitative service efficiency metrics gathered by most... CX tools.Customer experience management is not about managing every objective experience your customers have with you. It s about understanding, measuring and creating experiences that customers value .So while service and efficiency are wonderful things, they represent business as usual ; the ticket to the game, the platform from which experiences are created not the experience itself!The message of this book is that businesses are at risk! Their uber focus on efficiency is leading them to miss the chance to connect more closely with their customer base and deliver on the creative potential of their brand. They ignore the fact that technology is an enabler of the experience it is not the experience . Customers are not data they are people: living, breathing, contradictory, infuriating bundles of cognitive and emotionally-driven responses to stimuli. Experience deals with how customers think, feel and behave the things that motivate them to act which go beyond frequently forgettable efficiency. This means differentiating by providing new and better experiences based on a deeper understanding of what motivates customers to buy. To do that we must leave the objective, quantitative, world of quality management and enter the subjective, qualitative, world of customer s psychology. Walden reboots our understanding of customer experience, showing us what it means, how to measure it, what we need to do to manage it and how we can gain financially from it. Understand, measure, create and do but first of all, understand.
              Read more

              ISBN 9781349949045
              Released NZ 10 Mar 2017
              Publisher Palgrave Macmillan
              Interest Age General Audience
              Availability
              Internationally sourced; ships 6-12 working days
              View details for this title
              Total 4 jump to: go