B2B Customer Experience

A Practical Guide to Delivering Exceptional CX

Business & Finance, Marketing & Sales, Direct Marketing
Cover of the book B2B Customer Experience by Paul Hague, Nicholas Hague, Kogan Page
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
Author: Paul Hague, Nicholas Hague ISBN: 9780749481865
Publisher: Kogan Page Publication: June 3, 2018
Imprint: Kogan Page Language: English
Author: Paul Hague, Nicholas Hague
ISBN: 9780749481865
Publisher: Kogan Page
Publication: June 3, 2018
Imprint: Kogan Page
Language: English

B2B Customer Experience shows readers how to deliver the very best customer experience (often referred to as CX), within the business-to-business realm. Marketers have long known that emotions are important in driving our experiences, and the subject is now high on the agenda of B2B companies who want to deliver a 'wow' to their customers. Achieving this 'wow' factor helps organizations distinguish themselves from their competition, while simultaneously winning new business and retaining existing clients. B2B Customer Experience is the essential handbook that guides the reader through the process of creating an exceptional customer experience.

Intensely practical in its approach, B2B Customer Experience is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment. Clearly argued and supported by real-world examples, this text will help readers understand critical features including the difference between customer experience, loyalty and inertia; how to use journey maps to establish strengths and weaknesses in an organization, and how to ensure that sales teams are engaged in the customer experience programme. Discussing some of the best known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

B2B Customer Experience shows readers how to deliver the very best customer experience (often referred to as CX), within the business-to-business realm. Marketers have long known that emotions are important in driving our experiences, and the subject is now high on the agenda of B2B companies who want to deliver a 'wow' to their customers. Achieving this 'wow' factor helps organizations distinguish themselves from their competition, while simultaneously winning new business and retaining existing clients. B2B Customer Experience is the essential handbook that guides the reader through the process of creating an exceptional customer experience.

Intensely practical in its approach, B2B Customer Experience is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment. Clearly argued and supported by real-world examples, this text will help readers understand critical features including the difference between customer experience, loyalty and inertia; how to use journey maps to establish strengths and weaknesses in an organization, and how to ensure that sales teams are engaged in the customer experience programme. Discussing some of the best known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment.

More books from Kogan Page

Cover of the book The Leadership Lab by Paul Hague, Nicholas Hague
Cover of the book Customer Experience Branding by Paul Hague, Nicholas Hague
Cover of the book Business Analysis and Leadership by Paul Hague, Nicholas Hague
Cover of the book Sales and Marketing Channels by Paul Hague, Nicholas Hague
Cover of the book Influential Leadership by Paul Hague, Nicholas Hague
Cover of the book Transport Operator Licensing by Paul Hague, Nicholas Hague
Cover of the book Strategic Thinking by Paul Hague, Nicholas Hague
Cover of the book Conduct Risk Management by Paul Hague, Nicholas Hague
Cover of the book The Consumer Mind by Paul Hague, Nicholas Hague
Cover of the book Improve Your Communication Skills by Paul Hague, Nicholas Hague
Cover of the book Excellence in Coaching by Paul Hague, Nicholas Hague
Cover of the book A Quick Start Guide to Online Selling by Paul Hague, Nicholas Hague
Cover of the book On Purpose by Paul Hague, Nicholas Hague
Cover of the book Your Rights at Work by Paul Hague, Nicholas Hague
Cover of the book Building Brand Experiences by Paul Hague, Nicholas Hague
We use our own "cookies" and third party cookies to improve services and to see statistical information. By using this website, you agree to our Privacy Policy