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The Power of Customer Misbehavior - Drive Growth and Innovation by Learning from Your Customers - Bog af Kalle Lyytinen, M. Fisher, mfl. - Paperback

The Power of Customer Misbehavior - Drive Growth and Innovation by Learning from Your Customers - Bog af Kalle Lyytinen, M. Fisher, mfl. - Paperback

To stay competitive, firms need to build great products but they also need to lend these products to the uses and misuses of their customers and learn extensively from them. This is the first book to explore the idea that allowing customers to adapt features in online products or services to suit their needs is the key to viral growth.

DKK 333.95
2

Customer Experience Management Rebooted - Are you an Experience brand or an Efficiency brand? - Bog af Steven Walden - Paperback

Customer Experience Management Rebooted - Are you an Experience brand or an Efficiency brand? - Bog af Steven Walden - Paperback

Walden shows why most customer experience management fails to improve the customer's real experience and how to concentrate on the subjective emotional perceptions that drive the customer's actual \experience\ rather than the quantitative service efficiency metrics gathered by most CX tools.Customer experience management is not about managing every objective \experience\ your customers have with you. It's about understanding, measuring and creating \experiences\ that customers \value\.So..

DKK 369.95
2