Customer experience 3.0 : high-profit strategies in the age of techno service /

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 properl...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Goodman, John A.
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : American Management Association, [2014]
Temas:
Customer services.
Customer services > Technological innovations.
Customer relations.
Service à la clientèle.
Service à la clientèle > Innovations.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Customer relations
Customer services
Customer services > Technological innovations
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Descripción
Sumario: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. With its innovative customer-experience framework and step-by-step roadmap, Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-o.
Descripción Física:1 online resource
Bibliografía:Includes bibliographical references and index.
ISBN:9780814433898
0814433898

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