Customer Experience 3.0
High-Profit Strategies in the Age of Techno Service
Author: John A. Goodman
Pub Date: August 2014
Print Edition: $24.95
Print ISBN: 9780814433881
Page Count: 256
e-Book ISBN: 9780814433898
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As technology arms your customers with greater and more immediate ways to interact with your company, it becomes imperative that you design a smooth, end-to-end customer experience that incorporates the exciting new media you have at your disposal. Are you taking advantage of and properly managing tools like smart phones, social media, online communities, mobile connectivity, and speech analytics? Is the technology you're using making it easier for customers to reach you? Or are you delivering a series of frustrating, disjointed transactions that drive people away?
Customer Experience 3.0 provides a firsthand view of what works and what doesn't. Containing an innovative customer experience framework and step-by-step roadmap, the book enables you to:
Design and deliver flawless services and products while setting honest customer expectations * Create and implement an effective customer access strategy * Capture and leverage the voice of your customer to set priorities and improve products, services, and marketing * Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction * Quantify the bottom line impact
Using illustrative examples, Customer Experience 3.0 reveals the benefits, pitfalls, and best practices of the latest technologies, supplying you with real-world guidance to help ensure that your entire organization is working together to create a seamless experience for all of your customers. You'll learn how to overcome common implementation challenges and foster a companywide culture that leaves your people feeling empowered to connect meaningfully with customers.
Drawing on his extensive real-world experience, author John A. Goodman outlines key technological, cultural, and leadership challenges faced by organizations acclimating to a technologically enhanced world. The book debunks a dozen popular service myths and reveals how to break down the silos in your organization, bridging the gap between your IT and customer service departments. In addition, you'll learn how to use technology to anticipate your customers' next needs and proactively deliver services or information before they even want or need your help.
Most organizations' attempts at harnessing customer-enabling technology is fragmented at best, and misguided at worst. Some use technology to create snazzy Facebook pages but do nothing about 30-minute phone queues and retail staff who lack the authority to solve problems, leading to customer defections, higher costs, and brand damage. Customer Experience 3.0 is a groundbreaking guide that gives you powerful strategies for delighting your customers using the best tools available.
JOHN A. GOODMAN is a highly regarded customer experience consultant and author of Strategic Customer Service. He brings over 40 years of experience in every industry, and has worked with over 45 of the Fortune 100 as well as non-profit and governmental organizations. John coined the maxim: "It costs five times as much to win a new customer as to keep the current one."
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