Introduction: what is customer experience : and why is it important? -- The customer experience today and tomorrow -- The current state of customer experience -- Customers want to do business on their terms -- The growing role of technology in customer experience -- Cleaning up a mess of big...

"Since the first few airline tickets were sold online in December 1995, global online travel has grown to generate half a trillion dollars in annual revenue. This development has brought significant changes to airline businesses, travel markets, and consumers. Today, airlines worldwide not only...

Machine generated contents note: Foreword Preface Acknowledgments About the Author(s) Chapter 1: OverviewAppendices Chapter 2: Products and Product Warranty Chapter 3: Warranty Servicing Chapter 4: Warranty Costs Chapter 5: Warranty Management Chapter 6: Warranty Fraud Chapter 7: Warranty...

Introduction -- Getting to ahhh! -- The service design revolution -- Service design and your strategy -- The first principle: the customer is always right--if it is the right customer -- The second principle: don't surprise and delight your customer--just delight -- The third principle: great...

Machine generated contents note: Part I Customer Success - The History, Organization, and Imperative Chapter 1: The Recurring Revenue Tsunami: Why Customer Success is Suddenly Crucial Chapter 2: The Customer Success Strategy: The New Organization vs. The Traditional Business Model Chapter 3:...

A study involving a Global 500 company finds that frontline employees’ perceptions of corporate social responsibility (CSR) can contribute to their customer orientation (self-rated) and objective job performance (supervisor-rated) by activating social identification processes. Employees...