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

Description: Customer Experience 3.0 by John Goodman Estimated delivery 3-12 business days Format Paperback Condition Brand New Description Your customers are expecting seamless customer service experiences. You cant afford to give them anything less. Publisher Description The classic guide to delivering best-in-class customer experience, now completely revised and updated!With momentous revolutions in both technology and customer attitudes, AI and digital transactions now constitute the bulk of customer transactions. But customers still demand humans when things go wrong and studies show that yelling and threats are becoming the norm. Great execution, including by digital, can produce strong delight and positive word of mouth. The challenge is defining the ever-changing boundary between tech delivery and human delivery.John Goodman and Peter North provide an up to the minute roadmap for not only delivering tech and human service but also how to leverage tech to create delight during sales and employee success during delivery. Customer Experience 3.0 provides firsthand guidance on what works and what does not along with the revenue and word of mouth payoff of getting it right. Having managed more than 1,000 separate customer service/experience studies, the authors provide a framework for designing and managing the end-to-end journey, including the marketing and sales activities that are often excluded from the service function. Readers will learn how to:Design and deliver flawless services and products via empowered employees while setting honest customer expectations.Leverage technology and AI in a realistic manner that neither under nor overpromises.Create an effective customer access strategy that avoids rage and creates trust.Capture and leverage an enhanced Voice of the Customer that also includes employee frustrations and makes sense to the CFO to justify investment in CX.Apply metrics for each phase in a practical, actionable manner rather than just checking a box. Author Biography John Goodman(Arlington, VA) is vice chairman of Customer Care Measurement and Consulting, and co-founder of TARP Worldwide and has managed more than 1,000 separate customer service studies sponsored by Coca-Cola USA. His clients have included Allstate, Nationwide Insurance, The Museum of Modern Art, IBM, The Mayo Health System, Hyundai, Humana, Johnson & Johnson, Merck, ServiceMaster, HP, GE Capital, Apple, Legg Mason, American Express, Neiman Marcus, Honda, US Green Building Council, Chick Fil A, and Harley Davidson. Details ISBN 1400231078 ISBN-13 9781400231072 Title Customer Experience 3.0 Author John Goodman Format Paperback Year 2023 Pages 256 Publisher HarperCollins Focus GE_Item_ID:158587969; About Us Grand Eagle Retail is the ideal place for all your shopping needs! With fast shipping, low prices, friendly service and over 1,000,000 in stock items - you're bound to find what you want, at a price you'll love! Shipping & Delivery Times Shipping is FREE to any address in USA. Please view eBay estimated delivery times at the top of the listing. Deliveries are made by either USPS or Courier. We are unable to deliver faster than stated. International deliveries will take 1-6 weeks. NOTE: We are unable to offer combined shipping for multiple items purchased. This is because our items are shipped from different locations. Returns If you wish to return an item, please consult our Returns Policy as below: Please contact Customer Services and request "Return Authorisation" before you send your item back to us. Unauthorised returns will not be accepted. Returns must be postmarked within 4 business days of authorisation and must be in resellable condition. Returns are shipped at the customer's risk. We cannot take responsibility for items which are lost or damaged in transit. For purchases where a shipping charge was paid, there will be no refund of the original shipping charge. Additional Questions If you have any questions please feel free to Contact Us. Categories Baby Books Electronics Fashion Games Health & Beauty Home, Garden & Pets Movies Music Sports & Outdoors Toys

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End Time: 2024-12-24T07:10:28.000Z

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