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

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Synopsis
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.Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right.Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to:Design and deliver flawless services and products while setting honest customer expectationsCreate and implement an effective customer access strategyCapture and leverage the voice of the customer to set priorities and improve products, services and marketingUse CRM systems, cutting-edge metrics, and other tools to deliver customer satisfactionCompanies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball.Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.
Copyright:
2014

Book Details

Book Quality:
Publisher Quality
Book Size:
250 Pages
ISBN-13:
9780814433898
Related ISBNs:
9780814433881
Publisher:
HarperCollins Christian Publishing
Date of Addition:
Copyrighted By:
John A. Goodman
Adult content:
No
Language:
English
Has Image Descriptions:
No
Categories:
Nonfiction, Computers and Internet, Business and Finance, Technology, Sociology
Submitted By:
Bookshare Staff
Usage Restrictions:
This is a copyrighted book.

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