| Description |
1 online resource |
| Bibliography |
Includes bibliographical references and index. |
| Contents |
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. |
| 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. 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. |
| Subject |
Customer services.
|
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Customer services -- Technological innovations.
|
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Customer relations.
|
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Service à la clientèle. |
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Service à la clientèle -- Innovations. |
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Customer relations |
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Customer services |
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Customer services -- Technological innovations |
| Other Form: |
Print version: Customer experience 3.0 New York : American Management Association, [2014] 9780814433881 (DLC) 2014004639 |
| ISBN |
9780814433898 ebook |
|
0814433898 |
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