This guide demonstrates how to create an end-to-end customer experience with measurable financial payoff using aggressive service, technology, and emotional connection with customers, all within a company culture of empowerment. The first part of the book explains how to set customer expectations and manage the customer experience. The second part of the book describes four parts of an end-to-end customer experience framework, and the third part examines issues of implementation, such as dealing with common challenges in the use and management of technology, and emphasizes the importance of giving employees flexibility to handle customer problems. Each chapter ends with key points and evaluation questions to ask about the reader’s organization. Annotation ©2015 Ringgold, Inc., Portland, OR (protoview.com)