Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service (Agency/Distributed)

3,69 valoración promedio
( 32 valoraciones por Goodreads )
 
9780814433881: Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service (Agency/Distributed)
Reseña del editor:

With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that...customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away.

Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to:

? Design and deliver flawless services and products while setting honest customer expectations

? Create and implement an effective customer access strategy

? Capture and leverage the voice of the customer to set priorities and improve products, services and marketing

? Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction.

Great companies provide seamless experiences, seeming to know what customers want before they know it themselves...while others set up fancy Facebook pages and then drop the ball. This groundbreaking guide reveals how to delight customers using the best tools available.

Contraportada:

Advance Praise for Customer Experience 3.0

"If you are a leader responsible for your organization's brand and reputation--whether in marketing, customer care, product development, or overall strategy and direction-- Customer Experience 3.0 is a must-read. John Goodman has done a masterful job of making the core principles of customer experience accessible, relevant, and applicable. Wisdom, cutting-edge content, and practical examples are all part of a message that has never been more important, given the breathtaking pace of development in services and expectations."-- Brad Cleveland, founding partner, International Customer Management Institute (ICMI)

"John Goodman has offered an insight to the sea change that is clearly the way of the future for managing customers in this technological world. This book provides the new roadmap for managing the customer experience and should be read by every executive who has a business with more than one customer."-- Dr. Bill Bleuel, professor, Graziadio School of Business and Management, Pepperdine University; Executive Director, The Customer Institute

"Customer Experience 3.0 is an inspiring and practical look at designing the customer experience in a multichannel world, anticipating and proactively meeting customers' needs, and engaging the entire organization to drive company loyalty." -- Monica Stitt, Director, Customer Service, Amway

"Once again, John makes a seemingly complicated topic simple to understand and easy to master. If you are struggling with quantifying the value of customer service and challenged with gaining the support and buy-in of your senior leadership team, this book is for you!" -- Lynn Holmgren, Global Head of Customer Operations, Millicom International Cellular

"Customer Experience 3.0 is an invaluable resource for anyone working in a business that must create an excellent customer experience to succeed. This book is a cautionary tale for business leaders who have chosen to willfully ignore their customers, instead of deliberately delighting them as Goodman recommends." -- Doug Reed, Vice President, Marketing, The Association for Convenience & Fuel Retailing (NACS)

"While technology is the key to proactive customer experience, few companies adequately invest and execute well. Goodman has nailed both the strategy and the analysis of the revenue and word-of-mouth impact of a great experience to justify the investment. The multitude of entertaining stories and illustrations are icing on the cake." -- Roger Dow, CEO, U.S. Travel Association

"Sobre este título" puede pertenecer a otra edición de este libro.

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Descripción Amacom, United States, 2014. Hardback. Estado de conservación: New. 229 x 152 mm. Language: English . Brand New Book. With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that .customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away. Customer Experience 3.0 provides firsthand guidance on what works, what doesn t - and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to: design and deliver flawless services and products while setting honest customer expectations; create and implement an effective customer access strategy; capture and leverage the voice of the customer to set priorities and improve products, services and marketing; and use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction. Great companies provide seamless experiences, seeming to know what customers want before they know it themselves .while others set up fancy Facebook pages and then drop the ball.This groundbreaking guide reveals how to delight customers using the best tools available. Nº de ref. de la librería AA39780814433881

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Descripción Amacom, United States, 2014. Hardback. Estado de conservación: New. 229 x 152 mm. Language: English . Brand New Book. With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that .customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away. Customer Experience 3.0 provides firsthand guidance on what works, what doesn t - and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to: design and deliver flawless services and products while setting honest customer expectations; create and implement an effective customer access strategy; capture and leverage the voice of the customer to set priorities and improve products, services and marketing; and use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction. Great companies provide seamless experiences, seeming to know what customers want before they know it themselves .while others set up fancy Facebook pages and then drop the ball.This groundbreaking guide reveals how to delight customers using the best tools available. Nº de ref. de la librería AA39780814433881

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Descripción AMACOM. Hardcover. Estado de conservación: New. Hardcover. 256 pages. Dimensions: 9.0in. x 6.0in. x 0.7in.With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that. . . customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away. Customer Experience 3. 0 provides firsthand guidance on what works, what doesnt--and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction. Great companies provide seamless experiences, seeming to know what customers want before they know it themselves. . . while others set up fancy Facebook pages and then drop the ball. This groundbreaking guide reveals how to delight customers using the best tools available. This item ships from multiple locations. Your book may arrive from Roseburg,OR, La Vergne,TN. Hardcover. Nº de ref. de la librería 9780814433881

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Descripción Hardcover. Estado de conservación: New. 154mm x 24mm x 242mm. Hardcover. With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever befo.Shipping may be from multiple locations in the US or from the UK, depending on stock availability. 244 pages. 0.522. Nº de ref. de la librería 9780814433881

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