Design the experience around your product
Creating the Perfect Customer Experience connects customer psychology with the day-to-day decisions that shape a journey. It explores how to gather feedback, map touchpoints and review the consistency, transparency and personal attention customers receive.
The book also looks at automation and the HEART method for responding when something goes wrong, helping you turn broad service goals into specific areas to improve.
What you’ll find inside
- Customer memory, emotional connection and trust.
- Journey mapping, touchpoint reviews and customer feedback.
- Five pillars for more thoughtful customer experiences.
- Automation that supports communication and service.
- The HEART approach to complaint handling and recovery.
