Tce Total Customer Experience: Building Business Through Customer-Centric Measurement and Analytics Bob E. Hayes

ISBN: 9780989280426

Published: April 13th 2013

Paperback

342 pages


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Tce Total Customer Experience: Building Business Through Customer-Centric Measurement and Analytics  by  Bob E. Hayes

Tce Total Customer Experience: Building Business Through Customer-Centric Measurement and Analytics by Bob E. Hayes
April 13th 2013 | Paperback | PDF, EPUB, FB2, DjVu, talking book, mp3, RTF | 342 pages | ISBN: 9780989280426 | 8.13 Mb

Bob Hayes, PhD presents best practices in measurement and analytics for customer experience management (CEM) programs. Total Customer Experience (TCE) is the marriage of customer experience management data and different business data with appropriateMoreBob Hayes, PhD presents best practices in measurement and analytics for customer experience management (CEM) programs. Total Customer Experience (TCE) is the marriage of customer experience management data and different business data with appropriate analytics.

This holistic view of the customers attitudes about and interactions with a company provides a complete picture of the customer. This comprehensive view helps businesses gain insights into the causes and consequences of customer satisfaction and loyalty to help them improve the customer experience and increase customer loyalty.

Drawing on decades of research and practice, Hayes illustrates analytical best practices in the field of customer experience management that will help you increase the value of all your business data.



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