“…You will know the entire process of mapping the customer's journey, their touchpoints, and yours to identify gaps in communication. …”

Sisällysluettelo: “…-- Facets of customer experience -- The customer experience management model -- Experiential research -- Customer experience journey mapping -- Experiential segmentation and targeting -- Experiential positioning -- Designing experiences -- Which experiential sources should be relied on? …”

Sisällysluettelo: “…Yaman Öztek and Özgűr Çengel -- Digital consumer behavior in an omnichannel world / Pinar Yuruk-Kayapinar -- Consumer behavior in omnichannel retailing / Raife Meltem Yetkin Özbűk, Duygu Aydin Ũnal and Bűşra Oktay -- Customer experience management in omnichannel retailing / K. Ilgun Çakiroğlu and Ösgűr Çengel -- Generational differences in omnichannel experience: rising new segment: Gen Z / Bilge Baykal -- The hybrid shopping mile and its orbital customer journey mapping / Zeynep Bilgin-Wűhrer and Gerhar A. …”

Sisällysluettelo: “…Customer journey mapping -- 6. Omnichannel CX -- 7. Customer success metrics -- 8. …”

Sisällysluettelo: “…How to plan the delivery of an improved customer experience -- 6. How to use customer journey mapping -- 7. How to design new and improved experiences -- 8. …”

Sisällysluettelo: “…Customer experience: the brand goal -- Customer experience: the heart of branding -- From experiences to loyalty by way of emotions -- The customer journey and its map -- The research techniques for engaging brands -- Integrating customer experience through big data -- Measuring customer ebgagement and its returns -- From customer experience to customer well-being…”

Sisällysluettelo: “…Customer journey maps -- 12. Experience maps -- 13. Mental model diagrams -- 14. …”

Sisällysluettelo: “…-- 01: Customer experience in business to business markets -- 02: Exploring customer experience, loyalty and inertia -- 03: Understanding customer experience and profitability -- PART TWO: Mapping the customer experience position today -- 04: The six pillars of customer experience -- 05: Essential metrics for measuring customer experience -- 06: How to benchmark customer experience -- 07: What are the key drivers of customer experience? …”

“…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. …”

Sisällysluettelo: “…Customer journey maps -- 11. Experience maps -- 12. Mental model diagrams -- 13. …”

Sisällysluettelo: “…-- Customer experience in business to business markets -- Exploring customer experience, loyalty and inertia -- Understanding customer experience and profitability -- Mapping the customer experience position today -- The six pillars of customer experience -- Essential metrics for measuring customer experience -- How to benchmark customer experience -- What are the key drivers of customer experience? …”

Sisällysluettelo: “…Introduction : resilience in turbulent markets : from inside-out to outside-in -- Building a resilient organization : the process and the tools for systemic integration -- Lever 1 : coordination : aligning activities and information around the customer axis -- Lever 2 : cooperation : ensuring attitudes and behaviors are customer focused -- Lever 3 : clout : empowering customer champions -- Lever 4 : capabilities : developing the skills to cope with changing customer needs -- Lever 5 : connections : forging external links to stay focused and agile -- Conclusion : road to greater customer centricity : mapping the journey to greater resilience…”

Sisällysluettelo: “…A Map of Digital Experience Analytics and Metrics -- 4. Connect the Dots Between Experience and the Digital Intelligence Ecosystem -- PART II Solve Everyday Business Challenges Faster with Experience Analytics Train Your New Pair of Eyes on Your Digital Business -- 5. …”

Sisällysluettelo: “…-- 3 Gearing-Up for Behavioral Marketing: The Roles, People and Systems Needed to Win -- Part two: Putting Behavioral Marketing into Action -- 4 Pacing Yourself: Behavioral Marketing at the Speed of Business -- 5 Bringing Behavioral Marketing To Life in the Real World -- 6 Upping Your Content Game: Educating Customers Throughout the Entire Cycle -- 7 Customer Journey Mapping: Putting Yourself in the Customer's Shoes -- 8 Channel-Level Planning: Delivering Insane Relevance Every Time -- 9 Data Capture and Hygiene: You're Only as Good as Your Database -- 10 Campaign Creation: Segments, Logic, and Automation are Your Friends, and Great Creative Matters More Than Ever -- 11 Behaviors and Mobile: Yes, It's Radically Different Than Every Other Channel -- 12 Measurement and Optimization: Creating a Framework and Moving Your Own Goalposts -- Part three: Success Beyond the Behavioral Marketing Basics -- 13 It's All About the Team: Staffing the Right Players to Succeed -- 14 Managing Upwards: Socialize If You Must, Prove Results Every Time -- 15 Best Friend Brands: Becoming Indispensable to Your Customer -- 16 Riding the Wave: Career Success Powered by Behavioral Marketing -- 17 Closing Thoughts and The Power of Actions -- Index…”

Sisällysluettelo: “…Introduction: mapping the content marketing territory -- Content marketing : a new and better promise? …”