Sign-In
Cart
Customer Experience - Como Encantar e Crescer
Paperback
Publisher: Independently Published
Published: Sep 17 2025
Pages: 146
Weight: 0.45
Height: 0.34 Width: 6.00 Depth: 9.00
Language: Portuguese
O livro apresenta uma visão aprofundada e acessÃvel sobre o universo do Customer Experience (CX), explorando suas origens, conceitos fundamentais e aplicações práticas no mercado contemporâneo. Com linguagem clara e embasamento acadêmico, a obra conecta teoria e prática, trazendo cases reais, dados de mercado e referências internacionais, o que a torna relevante tanto para profissionais quanto para estudantes e executivos.
Ao longo de dez capÃtulos, o autor guia o leitor em uma jornada estruturada que abrange:
- a evolução da experiência do cliente e sua importância estratégica;
- metodologias e métricas essenciais (como NPS, CES e CSAT);
- a integração entre tecnologia, dados e personalização;
- o papel da liderança e da cultura organizacional na construção de experiências memoráveis;
- estudos de caso que ilustram como empresas de diferentes setores transformaram seus resultados por meio do CX.
Com mais de 15 anos de experiência em operações, planejamento e experiência do cliente em empresas multinacionais, o autor alia vivência prática ao rigor conceitual, oferecendo um conteúdo diferenciado para o mercado editorial brasileiro, ainda carente de obras de referência em português sobre o tema.
O livro é indicado para:
- profissionais e executivos de atendimento, marketing, operações e estratégia;
- estudantes e pesquisadores de negócios, gestão e inovação;
- lÃderes que buscam compreender e aplicar Customer Experience como diferencial competitivo.
Diferencial da obra: além de seu caráter didático e analÃtico, o livro proporciona uma abordagem integrada de gestão, tecnologia e comportamento do consumidor, tornando-se um guia essencial para organizações que desejam competir em um cenário cada vez mais centrado no cliente.
Also in
Management
Crucial Conversations Tools for Talking When Stakes Are High, Second Edition
Patterson, Kerry
Switzler, Al
Grenny, Joseph
Paperback
Quiet Girls Can Run the World: Owning Your Power When You're Not the Alpha in the Room
Holman, Rebecca
Paperback
Inclusive Conversations: Fostering Equity, Empathy, and Belonging Across Differences
Winters, Mary-Frances
Paperback
The Art of Communication: How to Be Authentic, Lead Others, and Create Strong Connections
Apps, Judy
Hardcover
Hbr's 10 Must Reads on Managing Yourself, Updated and Expanded (Featuring How Will You Measure Your Life? by Clayton M. Christensen)
Drucker, Peter F.
Gallo, Amy
Review, Harvard Business
Paperback
Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect
Guidara, Will
Hardcover
Hbr's 10 Must Reads on Mental Toughness, Updated and Expanded (Featuring How to Stop Worrying about What Other People Think of You by Michael Gervais)
Gervais, Michael
Duckworth, Angela L.
Review, Harvard Business
Paperback
Take Breaks, Work Better: Measure Impact, Not Hours, and Transform Your Profitability
Briggs, John
Paperback
Surrender to Lead: The Counterintuitive Approach to Driving Extraordinary Results
Terry, Joe
Kriegel, Jessica
Hardcover
How We Could: The Framework to Lead Without Drama, Build Alignment, and Call Teams to Greatness
Dorr, Alex
Hardcover
Strong Ground: The Lessons of Daring Leadership, the Tenacity of Paradox, and the Wisdom of the Human Spirit
Brown, Brené
Hardcover
Hbr's 10 Must Reads on Leadership, Updated and Expanded (Featuring Begin with Trust by Frances X. Frei and Anne Morriss)
Edmondson, Amy C.
Ibarra, Herminia
Review, Harvard Business
Paperback
What the Heck Is Eos?: A Complete Guide for Employees in Companies Running on EOS
Wickman, Gino
Bouwer, Tom
Hardcover
The Coaching Habit: Say Less, Ask More, and Change the Way You Lead Forever
Stanier, Michael Bungay
Paperback
Get Scalable: The Operating System Your Business Needs To Run and Scale Without You
Deiss, Ryan
Paperback
Stop Asking for Referrals: Build a Magnetic Business Through Intentional Care & Real Relationships
McNally, Flor de Maria
Paperback
The Mom Test: How to talk to customers & learn if your business is a good idea when everyone is lying to you
Fitzpatrick, Rob
Paperback
Never Split the Difference: Negotiating as If Your Life Depended on It
Voss, Chris
Raz, Tahl
Hardcover
Bookkeeping - Accounting for Small Business: A Quickstudy Laminated Reference Guide
Epstein, Lita
Other
Influence and Persuasion (HBR Emotional Intelligence Series)
Review, Harvard Business
Morgan, Nick
Cialdini, Robert B.
Paperback
The Year in Tech, 2026: The Insights You Need from Harvard Business Review
Review, Harvard Business
Anthony, Scott D.
Webb, Amy
Paperback
Building Great Businesses: Create Momentum, Overcome Setbacks, and Scale with Confidence
Becker, Scott
Hardcover
The First 90 Days, Updated and Expanded: Proven Strategies for Getting Up to Speed Faster and Smarter
Watkins, Michael D.
Hardcover
Getting to Yes: Negotiating Agreement Without Giving in
Fisher, Roger
Ury, William
Patton, Bruce
Paperback
Anchored, Aligned, Accountable: A Framework for Transcending Bullsh*t and Transforming Our Lives and Work
Bethea, Aiko
Hardcover
Take It Personal: How to Succeed by Building Relationships and Playing the Long Game
Grutman, David
Hardcover
What Could Possibly Go Right?: The Essential Journey to Scale an Enduring Culture
Meyer, Danny
Hardcover
Hbr's 10 Must Reads 2026: The Definitive Management Ideas of the Year from Harvard Business Review (Featuring the Strategic Genius of Taylor Swift by
Meyer, Erin
Flyvbjerg, Bent
Review, Harvard Business
Paperback
The Algorithm: The Hypergrowth Formula That Transformed Tesla, Lululemon, General Motors, and Spacex
McNeill, Jon
Hardcover
Feedback That Works: How to Build and Deliver Your Message, Second Edition
Center for Creative Leadership
Paperback
Hbr's 10 Must Reads on Strategy, Updated and Expanded (Featuring the Five Competitive Forces That Shape Strategy by Michael E. Porter)
Review, Harvard Business
Porter, Michael E.
Kim, W. Chan
Paperback
Hbr's 10 Must Reads on High Performance, Updated and Expanded (Featuring Nine Things Successful People Do Differently by Heidi Grant)
Grant, Heidi
Goleman, Daniel
Review, Harvard Business
Paperback
The Phoenix Project: A Novel about It, Devops, and Helping Your Business Win
Spafford, George
Kim, Gene
Behr, Kevin
Paperback
Hbr's 10 Must Reads on Managing People, Updated and Expanded (Featuring Are You a Good Boss--Or a Great One? by Linda A. Hill and Kent Lineback)
Goleman, Daniel
Hill, Linda A.
Review, Harvard Business
Paperback
Genius at Scale: How Great Leaders Drive Innovation
Hill, Linda A.
Tedards, Emily
Wild, Jason
Hardcover
Competing in the Age of AI: Strategy and Leadership When Algorithms and Networks Run the World
Iansiti, Marco
Lakhani, Karim R.
Hardcover
Dirtbag Billionaire: How Yvon Chouinard Built Patagonia, Made a Fortune, and Gave It All Away
Gelles, David
Hardcover
The Way of the Shepherd: Seven Secrets to Managing Productive People
Pentak, William
Leman, Kevin
Hardcover
The 15 Commitments of Conscious Leadership: A New Paradigm for Sustainable Success
Klemp, Kaley
Dethmer, Jim
Chapman, Diana
Paperback
The 360 Degree Leader Workbook: Developing Your Influence from Anywhere in the Organization
Maxwell, John C.
Paperback
Generative Ai: The Insights You Need from Harvard Business Review
Mollick, Ethan
Cremer, David De
Review, Harvard Business
Paperback
Getting You Ready for Power: A Woman's Guide to Building Confidence, Community, and Career Success
Meruelo, Alexis
Paperback
Indispensable: How to Become the Company That Your Customers Can't Live Without
Calloway, Joe
Hardcover
Biblia del Vendedor: Tecnicas Efectivas Para El Vendedor Competitivo
Dey, Alex
Dey, Alejandro
Paperback
The One Thing: The Surprisingly Simple Truth about Extraordinary Results
Keller, Gary
Papasan, Jay
Hardcover
The 6 Types of Working Genius: A Better Way to Understand Your Gifts, Your Frustrations, and Your Team
Lencioni, Patrick M.
Hardcover
Demand-Side Sales 101: Stop Selling and Help Your Customers Make Progress
Moesta, Bob
Engle, Greg
Hardcover
Playing to Win, Expanded with Bonus HBR Articles: How Strategy Really Works
Martin, Roger L.
Lafley, A. G.
Hardcover
Hbr's 10 Must Reads on Emotional Intelligence, Updated and Expanded (Featuring What Makes a Leader by Daniel Goleman)
Goleman, Daniel
Ibarra, Hermina
Review, Harvard Business
Paperback
The Asshole Survival Guide: How to Deal with People Who Treat You Like Dirt
Sutton, Robert I.
Paperback
The 5 Languages of Appreciation in the Workplace: Empowering Organizations by Encouraging People
Chapman, Gary
White, Paul
Paperback
The Heart Work of Modern Leadership: 6 Differentiators of Exceptional Leaders
Grossman, David
Paperback
The Oz Principle: Getting Results Through Individual and Organizational Accountability
Hickman, Craig
Connors, Roger
Smith, Tom
Paperback
Inner Excellence: Train Your Mind for Extraordinary Performance and the Best Possible Life
Murphy, Jim
Paperback
The Hard Thing about Hard Things: Building a Business When There Are No Easy Answers
Horowitz, Ben
Hardcover
How to Win Friends and Influence People: Updated for the Next Generation of Leaders
Carnegie, Dale
Hardcover
Difficult Conversations: How to Discuss What Matters Most
Heen, Sheila
Patton, Bruce
Stone, Douglas
Paperback
The Octopus Organization: A Guide to Thriving in a World of Continuous Transformation
Le-Brun, Phil
Werner, Jana
Hardcover
Say This, Not That: How to Master 7 Dreaded Conversations As a Leader in the Modern Workplace
Flickinger, Chris
Paperback
Never Settle: Persuasion and Negotiation Skills to Get What You Want
Qureshi, Attia
Richardson, John
Hardcover
The Things We Hide: A Guide to Identifying Hidden Barriers and Leading with Authenticity
Dickerhoof, Tyler
Hardcover
You Don't Need a Title to Be a Leader: How Anyone, Anywhere, Can Make a Positive Difference
Sanborn, Mark
Hardcover
Team Topologies, 2nd Edition: Organizing Business and Technology for Fast Flow of Value
Skelton, Matthew
Pais, Manuel
Paperback
Leadership Unblocked: Break Through the Beliefs That Limit Your Potential
Wilkins, Muriel M.
Hardcover
The Founder's Mentality: How to Overcome the Predictable Crises of Growth
Zook, Chris
Allen, James
Hardcover
How to Work with Complicated People: Strategies for Effective Collaboration with (Nearly) Anyone
Leak, Ryan
Hardcover
Positive Intelligence: Why Only 20% of Teams and Individuals Achieve Their True Potential and How You Can Achieve Yours
Chamine, Shirzad
Hardcover
The Leading the Unleadable: How to Manage Mavericks, Cynics, Divas, and Other Difficult People
Willett, Alan
Paperback
The Trusted Advisor: 20th Anniversary Edition
Galford, Robert
Green, Charles
Maister, David H.
Paperback
The Outsiders: Eight Unconventional CEOs and Their Radically Rational Blueprint for Success
Thorndike, William N.
Hardcover
The Advantage: Why Organizational Health Trumps Everything Else in Business
Lencioni, Patrick M.
Hardcover
The Practice of Adaptive Leadership: Tools and Tactics for Changing Your Organization and the World
Grashow, Alexander
Linsky, Marty
Heifetz, Ronald A.
Hardcover
The Lean Six SIGMA Pocket Toolbook: A Quick Reference Guide to Nearly 100 Tools for Improving Quality and Speed
Rowlands, David T.
Price, Mark
George, Michael L.
Paperback
Rewired: McKinsey's Playbook on How Leading Companies Win with Technology and AI
Smaje, Kate
Levin, Robert
Lamarre, Eric
Hardcover
Be Our Guest-Revised and Updated Edition: Perfecting the Art of Customer Service
The Disney Institute
Hardcover
The 21 Irrefutable Laws of Leadership: Follow Them and People Will Follow You
Maxwell, John C.
Hardcover
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
Michelli, Joseph A.
Hardcover
The Effective Executive: The Definitive Guide to Getting the Right Things Done
Drucker, Peter F.
Paperback
The Ideal Team Player: How to Recognize and Cultivate the Three Essential Virtues
Lencioni, Patrick M.
Hardcover
Human + Machine, Updated and Expanded: Reimagining Work in the Age of AI
Daugherty, Paul R.
Wilson, H. James
Hardcover
The Black Swan: Second Edition: The Impact of the Highly Improbable: With a New Section: On Robustness and Fragility
Taleb, Nassim Nicholas
Paperback
Harvard Business Review Entrepreneur's Handbook: Everything You Need to Launch and Grow Your New Business
Review, Harvard Business
Paperback
Tax-Free Wealth: How to Build Massive Wealth by Permanently Lowering Your Taxes
Wheelwright, Tom
Paperback
Inside the Owner's Box: Conversations on Power and Leadership in Sports
Rubenstein, David M.
Hardcover