Customer Experience Management Guidebook: Lessons and Insights for the Cable Industry

Digital Version: $399.00

CableFAX, in collaboration with The Cable Center, has published Customer Experience Management: Lessons and Insights for the Cable Industry Guidebook.  The book presents the collected customer experience expertise of cable executives, international business people, consultants and academics. The result is a practical strategy document bolstered by the theoretical and academic underpinnings of customer experience management, the school of thought that is revolutionizing the field of customer care.

The book’s scope and depth are bound to include strategies, tactics and ideas to enhance the bottom line of every cable business. The book includes: the basics of customer experience management; how to measure customer experience; tactics for using social media to enhance customer experience; how to make process and product improvements to better customer experience; training tips and methods for improving communication with customers and staff; and case studies and interviews with executives from companies who’ve improved their bottom line through the use of customer experience management principles.

You’ll find several themes running through this book, including:

• employee training and motivation are critical;
• the focus on customer experience must be company wide;
• senior executives can’t just talk the talk of customer experience, they must walk the walk (several of our authors urge executives to face customers periodically);
• internal and external communications are crucial to delivering superior customer experience, as is timeliness; and
• listening to customers, wherever they are, and to front-line employees is vitally important.

Chapters Include:   View Complete Table of Contents

Understanding the Foundations of Customer Experience Management
Gaining Insight for Improving Customer Experience
Closing the Experience Gap: Process Improvements
Closing the Experience Gap: Product Innovation
Closing the Experience Gap: Communications Strategies
Closing the Experience Gap: Through People and Culture

There's no denying that customer service is a topic of interest to service providers in all industries, cable included. Cable’s business model and its products are vastly changed from years ago. Not only is cable today talking about improving customer service, it’s doing so - and not only for residential customers, but for its growing business-class clients. This guidebook presents some of the most important business strategies in customer experience management.

More than 65 contributors from business, academia and consulting organizations contributed to this guidebook, including:

Charter Communications, Cox Communications, Comcast Communications, Time Warner Cable, J.D. Power & Associates CSG Systems, UPC Broadband, CTHRA, Peppercom, Mulberry Consulting, Columbia University, Northwestern University, University of Denver, Olson Zaltman Associates, Innovar Partners, Morpace Research, , BOOTSRAP Pte Ltd., UnitedHealth Group, Queensland University of Technology, Speaking of Customer Service LLC, Mixed Signals, StarTek, Inc., ITF Advisors, Sand Cherry Associates, Diamond-Cloud Consulting, Broader Vision, Philips Home Controls, Affiliated Computer Services, WOW! Internet-Cable-Phone, Clear Channel Outdoor, Stull WordWorks, Wartburg College and BI Worldwide.

The Customer Experience Management Guidebook was created exclusively for the cable industry.

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