-
ＣＸ（カスタマー・エクスペリエンス）戦略
- 顧客の心とつながる経験価値経営
- Narrated by: 柴野 嵩大
- Length: 6 hrs
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ＣＸ（カスタマー・エクスペリエンス）戦略
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Publisher's summary
本タイトルには付属資料・PDFが用意されています。ご購入後、デスクトップのライブラリー、またはアプリ上の「目次」でご確認ください。（アプリバージョン：Android 2.40以上、iOS 3.11以上）
「選ばれる会社」「神対応」は、仕組み化できる
チャールズ・シュワブ、ウェルズ・ファーゴ、メットライフ生命、カールスジュニア･･････
豊富な先行事例とともに、CX戦略の進め方を徹底解説
CXはコストであり、利益を損なうだけではないのか？
CXは企業収益に貢献するのか？
もちろん答えは「収益に貢献する」である。
ヒトの心理や感情は、非合理で、アナログで、複雑で、深遠である。
CXは、そんなヒトの心理や感情を科学的に解き明かし、
マネジメントしようとする挑戦である。
【主要目次】
序章 なぜ、今、カスタマー・エクスペリエンスなのか？
第１章 ＣＸ（カスタマー・エクスペリエンス）とは何か？
CXとは「心理的・感情的な価値」を提供すること
心理的・感情的な価値にはどんなものがある？
第２章 CX施策の４つのタイプ
タイプ１：現場社員によるCX施策
タイプ２：現場に近い組織によるCX施策
タイプ３：経営判断を必要とするCX施策
タイプ４：CXを商品・サービス化
CX施策を「ジョハリの窓」で分類する
第３章 CS（顧客満足）とCX（顧客経験価値）はどう違うのか？
CSでは顧客ロイヤルティは測定できない
顧客ロイヤルティを測定する方法
CSとCXを比較する
第４章 CXは企業収益に貢献するのか？
CXと企業収益には相関関係がある
CXと企業収益の相関関係を数値化する
推奨者と批判者の収益構造の違い
第５章 CX戦略をマネジメントする
CX戦略を導入する
CX戦略を普及させる
CX戦略を発展させる
CX戦略はB2B企業でも同じ
第６章 CX戦略を具現化するエクスペリエンス・テクノロジー
現実世界の体験を再現するユーザーインタフェース技術
顧客を理解し最適なCXを考える分析・管理技術
カスタマー・ジャーニーに合わせ社内外のサービスをつなげる統合技術
DXを高める
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