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

Description: Customer Experience 3.0 by John Goodman Your customers are expecting seamless customer service experiences. You cant afford to give them anything less. FORMAT Paperback LANGUAGE English CONDITION Brand New 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. Long Description 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 in order 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. Dont let that happen to you! Customer Experience 3.0 provides firsthand guidance on what works, what doesnt--and the revenue and word-of-mouth payoff of 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 readers how 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 the customer to set priorities and improve products, services and marketing * Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies 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. This groundbreaking, must-have guide reveals how to delight customers using all the technological tools at their disposal. Details ISBN1400231078 Author John Goodman Short Title Customer Experience 3. 0 Pages 256 Language English ISBN-10 1400231078 ISBN-13 9781400231072 Format Paperback Subtitle High-Profit Strategies in the Age of Techno Service Publisher HarperCollins Focus Imprint Amacom Country of Publication United States Year 2023 Publication Date 2023-02-07 AU Release Date 2023-02-07 NZ Release Date 2023-02-07 US Release Date 2023-02-07 UK Release Date 2023-02-07 Alternative 9780814433898 DEWEY 658.812 Audience General We've got this At The Nile, if you're looking for it, we've got it. With fast shipping, low prices, friendly service and well over a million items - you're bound to find what you want, at a price you'll love! TheNile_Item_ID:139387024;

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