Book Overview

“Customer Experience Management” by Nihat Tavsan is a detailed guide that explores how businesses can integrate, measure, and lead customer experience (CX) initiatives effectively. Tavsan’s book provides strategic insights and practical tools for managing and enhancing customer experiences across various touchpoints.

Key Concepts

• Integration of CX: Tavsan emphasizes the importance of integrating customer experience strategies into all aspects of a business. He outlines methods for embedding CX into company culture, processes, and systems to create a customer-centric organization.
• Measurement and Analytics: The book provides comprehensive approaches for measuring customer experience. Tavsan discusses key performance indicators (KPIs), metrics, and analytics tools that help businesses assess and improve their CX efforts.
• Leadership and Strategy: “Customer Experience Management” offers guidance on leading CX initiatives, including developing a clear CX vision, aligning teams, and driving organizational change. Tavsan highlights the role of leadership in fostering a culture of continuous improvement.
• Practical Tools: The book includes practical tools and frameworks for CX management, such as customer journey mapping, persona development, and feedback collection methods. These tools assist businesses in understanding and enhancing customer interactions.

Pricing

“Customer Experience Management” is available on Amazon for $40.00. To purchase the book or learn more, visit the Amazon link provided.

Discover More

To master customer experience management with strategic insights and practical tools, purchase “Customer Experience Management” by Nihat Tavsan on Amazon.