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Full Description
Diving into the evolution of Customer Experience this text offers an insightful exploration of the paradigm shift from customer service to Customer Experience (CX) within the Caribbean context. Unveiling the dynamics of CX's influence on satisfaction, loyalty, and business profitability, this book delves into strategic planning, employee development, data-driven decisions, and emerging technological trends, and it fills a crucial gap in the literature with: - An array of Caribbean case studies; - Enhanced theoretical concepts and a deep appreciation of customer experience management in the Caribbean; - References of best practices to address critical issues affecting the delivery of a quality customer experience. Scholars and practitioners within customer service, services marketing, customer experience management and customer relationship marketing in the retail hospitality and tourism, financial, health care and education sectors will find this a valuable resource on CX's transformative power in this region and beyond.
Contents
Chapter 1: Customer Experience Management: Opportunities, Challenges and Trends Chapter 2: Delivering Service Experiences in the Shadow of the Plantation Chapter 3: Improving the Customer Experience for Persons Accessing the National Emergency Ambulance Service on the Island of Trinidad Chapter 4: Improving Customer Satisfaction from a Service Productivity Perspective Chapter 5: The Impact of an Environmental Shock on Customer Expectations and Perceptions in selected Hotels in Jamaica Chapter 6: Experiences or Commodities? The Peer-to-Peer Experience in Jamaica Chapter 7: The Role of CX Leadership Chapter 8: Enhancing the Student Experience: A Case Study of The University of the West Indies, St. Augustine Campus, Trinidad Chapter 9: Improving Customer Service in the Caribbean through the Implementation of Total Quality Management (TQM) Principles Chapter 10: Human Resources Management and the Customer Experience within the Hospitality Industry Chapter 11: Culture Counts: Building out the Marriott Brand in Kingston, Jamaica Chapter 12: Delivering on CX Promises: Case Studies of NCB, The VM Group, MIB and the Grace Kennedy Group Chapter 13: Customer Experience and Loyalty to Digicel Jamaica: A Behavioural Perspective Chapter 14: The Way Forward
