secondary-primary-menu

config

secondary-account-menu

Profile

Orders

Wish List

Fast Order Entry

My Account

single-column

footer-menu

Academic Institutions

K-12

Public Libraries

Government and Special Libraries

Statewide Programs

Institutions

Databases

Primary Sources

Digital Humanities Tools

eLearning

Schools/K-12 Curriculum

Books

Large Print Books by Thorndike Press

Products

Find Your Rep

Product Support

Technical Support

Customer Support

Admin Tools

Accessibility Policy

Support

About Us

Blogs

Press Center

Events

News

Careers

Partnerships

Contact Us

Our Company

secondary-storefront-menu

footer-legal-menu-component

products

Marketing materials, training documents, discovery services

cengage:card

FIND YOUR SALES REPRESENTATIVE

cengage:column

Get marketing materials, training documents, discovery services.

PRODUCT SUPPORT

CUSTOMER SUPPORT

Report technical issues, errors, check system status

TECHNICAL SUPPORT

Manage product preferences, generate usage reports, simplify administrative tasks.

ADMIN TOOLS

support

cengage:galethorndikeseo

footer-legal-menu

Terms of use

Privacy

%1 products have been added to your cart but %2 have been backordered and will be fulfilled when stock is available

Product on backorder

Current quantity limit is [maxProductQuantity], please, navigate to the cart page and change quantity of product

You will be able to resubmit promo in ${countdown} seconds. test

Please note that the taxes displayed on our website are estimated and subject to adjustment. The actual tax charges will be determined and settled during the final invoicing of your order

product-detail-component

zone1

footer-social-menu

Sign Up for Emails

CONNECT WITH GALE

Stay up-to-date with the latest Gale news, exclusive offers, and more.

facebook

linkedin

instagram

youtube

SOCIAL ICONS

zone3

footer

zone2

container

gale-footer

Account Information

bundle-connector

Would you like to go to the Gale {{RECOMMENDED_COUNTRY}} site instead?

It looks like you're visiting from {{DETECTED_COUNTRY}}.

main

header

FIND YOUR REP

support-order-2

footer-social-menu-component

footer-menu-component

header-component

You may already have access to Gale content through your institution.

STUDENTS AND RESEARCHERS

support-order-1

Request a Trial

International

North America

China

Japan

Latin America

Brazil

Region

Set your region:

mega-menu

Browse by Institution Type

Browse by Product Type

Creating a Customer Experience-Centric Startup

BUSINESS GUIDES ON THE GO: CUST EXP-CENTRIC STARTUP

Marketing

Business & Economics

Consumer Behavior

Gt Product Group

Binding Format

Marketing Imprint Name

B2B GT

CL Carton Count

Imprint Name

B2B & B2C

<P>This book explains how startups and brands in general can achieve a high level of customer experience (CX) in today's dynamic and competitive times. A well-structured and easy to apply customer experience framework defines customer experience as the start and end point of all business activities. The framework steps and tools (such as NPS, Empathy Map, Customer Journey, Golden Circle, Design Thinking, A/B-Testing) are designed to have a maximum impact on successful company building and the customer experience, which is key to generate first and repeat buyers that become fans of the company. The tools originate from different disciplines, such as management, design, digitization or psychology – as only an interdisciplinary approach enables superior insights for initiating the right customer activities in today's highly competitive times. With this book, it is possible to look at customer experience systematically and derive your own strategy towards success. The book provides a clear step-by-step guide to create a customer experience-centric company; introduces most impactful tools that managers can use to successfully complete every step of our framework; and guides managers through the process of creating a start-up, which is less about magically coming up with innovative business ideas, but rather about applying proven principles in a new context.</P>

COLFR

COLSR

Duration

Duration Unit Of Measure

Transaction Type

Front Cover.
Half Title Page.
Other Frontmatter.
Title Page.
Copyright Page.
Preface.
Contents.
About the Authors.
List of Figures.
Introduction.
1: Concept, Relevance, and Management of CX.
2: Starting a Start-Up.
3: Understanding the Outside World: Customers and the Surrounding Environment.
4: Outside-In: Defining the CX-Centric Business DNA&#x2014;The Why, How, and What of a Start-Up.
5: Inside-Out: Testing, Implementation, and Communication of Experience Elements.
6: Future Considerations.
Your Key Takeaways from the Book.
Appendix: Definitions of Customer Experience.
References.

Creating a Customer Experience-Centric Startup.css-1p8rvzy{position:absolute;padding-left:8px;}

Creating a Customer Experience-Centric Startup