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Customer Experience For Dummies by Bob Kelleher, Roy Barnes

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Part II

Creating Awesome Customer Experience

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webextras.eps Learn how to manage large-scale touchpoint redesign efforts in a free article at www.dummies.com/extras/customerexperience.

In this part...

  • Find out how to define and articulate your customer experience intent.
  • Map your customers’ journey so you can better grasp their experience.
  • Discover how to design a captivating customer experience.
  • Find out how to elicit emotional response in your customers.
  • Explore a four-week plan to redesign your customer touchpoints.

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