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)
Tabla de Contenidos:
  • Introduction: Why customer experience 3.0? The customer and the implications of customer experience. Why good service might not result in a great experience
  • More than people: customer experience = people + process + technology
  • Jump-starting action by quantifying the revenue cost of inaction
  • Designing the end-to-end customer experience. Do it right the first time (DIRFT)
  • Keep every door open: assuring multichannel access
  • Always satisfy customers, and sometimes dazzle them
  • Listening passionately to your customers' unified voice
  • Key issues of implementation. Taming technology
  • Building a culture of empowerment and connection
  • Leading the charge to the next level.

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