{"product_id":"crafting-customer-experience-strategy","title":"Crafting Customer Experience Strategy","description":"When analysing customer experience, there is often a disconnect in the kind of customer experience senior leadership believes their organizations deliver and what consumers say they actually receive.\u003cbr\u003e\n\n\u003ci\u003eCrafting Customer Experience Strategy: Lessons from Asia\u003c\/i\u003e looks at how Customer Experience Management can be vital in providing a sustained competitive advantage for businesses. In uncovering this essential strategic challenge, this book explores the need to create customer experiences by design utilizing data, as well as the importance of engaging with the voice of the customer, the employee and the process in managing the customer journey. \n\u003cbr\u003e\n\nIn this book a range of real world insights are scrutinized from a variety of leading organizations; chapters explore a wide range of themes including how organizations create experiences,  the customer journey, emotions, technology and  the returns in designing improved experiences. This is an essential reading for marketing students, scholars and practitioners looking for understanding and insights in customer experience management.","brand":"Emerald Publishing Limited","offers":[{"title":"Default Title","offer_id":54237880746328,"sku":"9781839097119","price":86.99,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0278\/1295\/4195\/files\/9781839097119.jpg?v=1779255945","url":"https:\/\/agendabookshop.com\/products\/crafting-customer-experience-strategy","provider":"Agenda Bookshop","version":"1.0","type":"link"}