Customer Experience Management: Enhancing Experience and Value through Service Management

Although a nascent field of research, customer experience management has become an important research and management topic in today’s interconnected world… Customers are no longer passive participants of the firm’s value proposition, but are actively involved in the co-creation and co-ownership of the brand. However, research has repeatedly shown that a firm’s external image is often a reflection of how its employees experience the firm. Thus, ensuring that both customers and employees are positively invested in this co-creation and managing the customer experience has never been more important in maintaining the brand image inside and outside the organization. Customer Experience Management: Enhancing Experience and Value Through Service Management highlights how service management can be most effectively used to create positive customer experiences in all industry sectors. Customer Experience Management: Enhancing Experience and Value Through Service Management represents a paradigm shift in how we think about customers and employees; customers and employees are perceived as partners, with an equal stake in the firm, rather than as external entities. Managers who conceptualize their offerings as essentially service offerings (experiences) and an outcome of the customer-employee relationship will gain a new understanding of their business, and will be well placed to design and re-engineer customer experiences that can produce a positive impact both outside and inside the organization. Intended to help business students at all levels of education along with managers in all industries, Customer Experience Management: Enhancing Experience and Value Through Service Management: Helps collate present understanding - to build both research and management expertise in customer experience. Provides a detailed overview of how operations, marketing and human resources can be effectively used to ensure a positive customer experience. In all industry sectors, a positive or negative customer experience can primarily be attributed to the service offered by the firm. Thus, service management concepts have a direct application in all organizations that aim to offer superior value to their customers and leading to customer loyalty, market leadership, and profitability. Addresses various customer focused aspects of organizations from a service management perspective. It offers the reader a series of management concepts - covering operations, marketing, and human resources - all of which are capable of being effectively incorporated into any organization.