Customer Experience: It's Not That Easy: Customer Experience Programs for B2B Companies (Paperback) (ISBN-13: 9780615993706)

Customer Experience programs are gaining momentum in small and large companies but most have been designed for the Business-to-consumer (B2C) model. When the approaches that work for B2C are applied in the Business-to-business (B2B) world, they fail. Based on 27 years' experience consulting to major, global B2B companies including IBM, Hewlett-Packard, Microsoft, Dell, VMware, EMC, Samsung, AT&T, Verizon, BT, Telefonica, Honeywell, Motorola, Accenture, Nokia, Siemens, Fujitsu and Xerox, Harry Bunn sets out practical approaches to getting it right in the B2B world. This book shows how Customer Experience can be built into the culture, the strategies and the actions of companies together with the mechanics required to "get it right". It shows how current customer satisfaction programs can be transformed into Customer Experience programs providing companies with sustainable, competitive differentiation.

Author: Harry F. Bunn
ISBN-10: 0615993702
ISBN-13: 9780615993706
Publisher: Ronin Corporation
Language: English
Published: 07/14/2014
Pages: 196
Format: Paperback
Weight: 0.59lbs
Size: 9.02h x 5.98w x 0.42d