* Section - PART ONE: Why bother?; * Section - 01: Customer experience in business to business markets; * Section - 02: Exploring customer experience, loyalty and inertia; * Section - 03: Understanding customer experience and profitability; * Section - PART TWO: Mapping the customer experience position today; * Section - 04: The six pillars of customer experience; * Section - 05: Essential metrics for measuring customer experience; * Section - 06: How to benchmark customer experience; * Section - 07: What are the key drivers of customer experience?; * Section - 08: Customer journey mapping and how to apply it; * Section - PART THREE: Strategies for achieving excellent customer experience; * Section - 09: Developing a customer experience strategy; * Section - 10: Securing buy-in at all levels of customer experience; * Section - 11: Working with sales and marketing teams tostreamline customer experience; * Section - 12: How to create an internal service culture; * Section - 13: Using segmentation to deliver better customer experience; * Section - PART FOUR: Implementation of a customer experience programme; * Section - 14: The role of brands in creating better customer experience; * Section - 15: The role of products in creating better customer experience; * Section - 16: Price and its role in creating better customer experience; * Section - 17: Place and its role in creating better customer experience; * Section - 18: Promotion and its role in creating better customer experience; * Section - 19: The role of people in creating better customer experience; * Section - PART FIVE: Controls that ensure the customer experience programme stays on track; * Section - 20: Measuring the performance of customer experience initiatives; * Section - 21: The challenge of continuous improvement in customer experience;.