Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service

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9780814433881: Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service
From the Publisher:

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.

About the Author:

John A. Goodman, a highly regarded customer experience expert, has consulted with over 40 of the Fortune 100 companies and is author of Strategic Customer Service. He cofounded the consulting firm Tom Peters once called "perhaps America's premier customer service research firm," and directs the biannual National Rage Study, which tracks customer experience in the market.

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Goodman, John A.
ISBN 10: 081443388X ISBN 13: 9780814433881
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Goodman, John A.
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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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Goodman, John A.
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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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Goodman, John A.
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Descripción AMACOM, 2014. Estado de conservación: New. Brand New, Unread Copy in Perfect Condition. A+ Customer Service! Summary: 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. Nº de ref. de la librería ABE_book_new_081443388X

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Descripción Hardcover. Estado de conservación: New. New. This item is new unopened, never used and still in its original manufacturer condition. Tracking number will be provided to you so that you may track your order (for all USA orders). Nº de ref. de la librería 9824725

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Descripción Amacom 2014-08-01, 2014. Estado de conservación: New. Brand new book, sourced directly from publisher. Dispatch time is 24-48 hours from our warehouse. Book will be sent in robust, secure packaging to ensure it reaches you securely. Nº de ref. de la librería NU-LBR-01424619

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