October 2010
Beginner
208 pages
4h 56m
English
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96 Customer Experience Planning
Customer touchpoints shape a customer’s perception of a brand. These perceptions shape brand identity as much as the work of any designer or brand manager. After all, brand identity is all about what the customer thinks—not what you think. Customer perceptions are created by a series of touchpoints—the interactions customers have with a brand.
Customer experience planning is a powerful brand-management tool. It provides a framework not only for answering key questions but also for realizing better outcomes: How do customers currently experience a brand? What about competitive brands? How would you like them to experience the brand? Changing, adding, or removing touchpoints can reshape the customer’s perception ...
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I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.