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Customer Experience For Dummies by Bob Kelleher, Roy Barnes

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Part I

What Is Customer Experience?

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In this part...

  • Get clear on what customer experience is and what it means for your organization.
  • Assess the impact of customer experience on your business’s bottom line.
  • Identify practices and behaviors that kill customer experience.
  • Diagnose customer experience problems in your own organization.
  • Discover how best to handle angry customers.

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