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Customer obsessed : a whole company approach to delivering exceptional customer experiences /
Leverage the cloud into competitive advantage through optimized customer experience Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC report s...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Hoboken, New Jersey :
Wiley,
[2016]
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences; Contents; Foreword; Preface; Introduction; Data; Design; Culture; 1: Disruption and Business Success; 2: People Drive Change, Technology Enables; Technology Game Changers; Build People Relationships, Not Technology Products; Rules For Engaged, Customer-Focused Businesses; How to Be a Good Listener; Communal Enterprise-Rise of Reed's Law; 3: Why Social Matters to Every Business; Why Social?; "Social Media: Creator or Destroyer?"; Social Can Change Everything; Using Social; Social Payback.
- Social for Customer ServiceBluewolf's Social Payback; Building a Social Culture in Your Organization; Tip #1:; Tip #2:; Tip #3:; Make It Easy; Light the Way; Iterate and Refine; Building an External Social Presence; Benefits of Building a Social Culture; Social Media ROI; 4: Rethinking Employee Engagement; Unifying a Diverse Team; Workers Matter to Success; Employee Engagement (or Lack Thereof) and Productivity; Understanding Employee Culture-Critical to Business Success; Case for Employee Engagement; Employee-Facing Initiatives; Employee Heaven or Pressure Cooker.
- Creating a High-Energy, Customer-Aware, Employee-Driven WorkplaceSuper Chicken; Strategies to Improve the Employee Experience; Employee Engagement Has a Direct Impact on Your Profitability; 5: Customer Engagement Defined; Customer Engagement; Customer Experience 101; How Customers Buy; Changing the Historical Mind-Set; Feeding Data into UX Design; Get Personal; Art of the Possible; 6: How to Win the Talent War; Attrition: Curse or Blessing; Ascend; Management Academy; Dashboards; Agile and Elastic; Work-Life Balance; Technical Skills; Conclusion: Drastically Competitive Job Market.
- 7: Gender Diversity Isn't a Plus, It's a Business ImperativeState of Diversity Today; Economic Case for Gender Diversity; Organizational Benefits of Gender Diversity; Why We Are Drawn to the Familiar; Employee Turnover; Improve Access to Target Markets; Enhance Reputation; Men Benefit, Too; Increase Innovation; Unconscious Bias and Its Effects on Gender Diversity; Strategies to Overcome Gender Bias; How to Achieve Gender Diversity in Your Organization; 8: Right Time, Right Moment, Right Channel; Bridging Customer Service and Social; Communities; Call Centers Still Matter.
- Customer Service Excellence, Not Case Management9: Turning Data into Action; The Challenge of Data; Data Integration/Migration/Quality-A Salesforce Recap; Data Silos/Democratization; What You Can Do Now; Mobile and IOT; Executive Action; 10: How Good Design Creates Seamless Experiences; Design; Simplicity; Convergence of Data, Design, and Culture; Power of Storytelling; Mobile; 11: Digital Marketing: Standing Out in the Sea of Sameness; Marketing: Crash Course; Importance of Brand; The Customer Journey; Marketing Campaigns (or, How You Structure and Measure Your Marketing Initiatives).