Marry Your Customers! (eBook)

ABOUT THIS BOOK 

DEDICATION 

LET’S GIVE A BIG HAND 

WEDDING MENU 

BEST MAN’S SPEECH, BY NIALL NORTON, CEO, OPENET

WHAT ARE WE HERE FOR? 

What An Earth Is Customer Experience Management Supposed To Be? 

What CEM Is Not! 

What Will Your Business Get Out Of CEM?

May The Force Be With You, CEM 

Customer Experience Maturity - Is It Like Getting Married Too Young? 

Hear It First-hand: Tele2 Russia 

I NAKED TRUTH: FINANCIAL IMPACT OF CUSTOMER EXPERIENCES35

Make Your Owners Happy, puppy 

Bring Home The Bacon

Foot The Bill For Customer Acquisition

Oh, Is S/he Going To Leave You? 

Don't Layout Money On Operations 

Hear It First-hand: Telus Canada 

II CUSTOMER EXPERIENCE MANAGEMENT FRAMEWORK FOR BETTER AND FOR WORSE 

A CEM Framework? What's That? 

Are We Going To Be Customer-Centric Together? 

And What Exactly Are We Supposed To Do Anyway? 

Epic Customer Journeys - The Lord Of The Rings Style 

Don’t Be An Emotional Train Wreck

Voice Of Customer – Can You Hear It? 

Quality of Experience 

"Marriage" Advice by David McGlew, Director Openet 

III A USER MANUAL FOR ALIGNING THE TECHNOLOGY TO SUCCESSFUL OUTCOMES

Where Should We Aim To Get With The Technology? 

The Focus Recalibration 

Customer-Centric Use Cases for Telecoms

Happy Happy Joy Joy Customers 

Let's Have a Chat - Channel To Channel 

Let's Make the Almighty Dollar to Come Alive

Yes, Of Course, I'm listening 

Will You Marry Me? 

Have Your Own Digital Butler 

Look What I Found, You'll Want One, Too! 

What a Pleasant Experience This Has Been 

Squeeze the Last Drop Out Of the OPEX 

Customer Experience Based Charging 

Get Rid of Those Bloody SIM Cards Already! 

Please, Don't Leave Me! 

We can Learn From Others, too! 

Hear It First-hand: TalkTalk Business 

“Marriage” Advice by Enri-k Salazar, Executive Director, Openet 

HAPPILY EVER AFTER 

ABOUT THE AUTHOR 

YOU MIGHT FIND THESE USEFUL 

Catch a Sleep 

Back To School 

Instead of Netflix 

Toilet Reading 

People Who Can Help

For Tech Junkies

Finns Who Love Non-Fiction Writers 

For Do-Gooders 

RANT AND RAVE