Tce
Sub-Title:
Building Business Through Customer-Centric Measurement and Analytics: Total Customer ExperienceAuthor:
Bob HayesPublisher:
Business Over BroadwayPublication Date:
04-15-2013ISBN:
9780989280402Subjects:
BusinessDescription:
Bob Hayes, PhD presents best practices in measurement and analytics for customer experience management (CEM) programs. Total Customer Experience (TCE) is the marriage of customer experience management data and different business data with appropriate analytics. This holistic view of the customers’ attitudes about and interactions with a company provides a complete picture of the customer. This comprehensive view helps businesses can gain insights into the causes and consequences of customer satisfaction and loyalty to help businesses improve the customer experience and increase customer loyalty. Drawing on decades of research and practice, Hayes illustrates analytical best practices in the field of customer experience
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