April 2019
Intermediate to advanced
264 pages
7h 12m
English
Content preview from Creating Customer Loyalty
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05
Critical customer experience management techniques – creating positive experiences
This chapter will cover:
- The experience opportunities. Our lives are full of experiences; there must be thousands of them every day. Yet very few of them have sufficient impact to be remembered. And even fewer business experiences make a strong enough impression on customers to make them loyal or more loyal.
- The experiences with the biggest impact on loyalty. It has been proven that there are certain specific experiences that have the most influence over customer loyalty; what are they and how do they work?
- First/top/tail experiences analysis. To understand experiences and how they influence loyalty, we need to understand how they are formed and which parts ...
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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.