Customer Experience Management Rebooted: Are you an Experience brand or an Efficiency brand? by Steven Walden
English | 31 Mar. 2017 | ISBN: 1349949043 | 260 Pages | PDF | 3.26 MB
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.
Walden shows why mos…

Link http://sharpbook.net/books/customer-experience-management-rebooted-are-you-an-experience-brand-or-an-efficiency-brand

Global Cases in Best and Worst Practice in Crisis and Emergency Management

July 24, 2017 / leroyjhunt / Leave a comment

Global Cases in Best and Worst Practice in Crisis and Emergency Management is the first book to focus on select global cases from the perspective of best and worst practices in the context of crisis and emergency management. Bringing together the most established scholars and experts in the field, it offers theories along with an empirical, success-and-failure analysis. It presents the cases using a “lessons learned” approach, highlighting the good, the bad, and the ugly for the benefit o…

Link http://sharpbook.net/books/global-cases-in-best-and-worst-practice-in-crisis-and-emergency-management