Customer Experience 3.0
High-Profit Strategies in the Age of Techno Service
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. 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. The book contains an innovative customer-experience framework and step-by-step roadm…
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Produktdetails
- ISBN: 978-0-8144-3388-1
- EAN: 9780814433881
- Produktnummer: 15696314
- Verlag: Harper Collins (US)
- Sprache: Englisch
- Erscheinungsjahr: 2014
- Seitenangabe: 256 S.
- Masse: H23.6 cm x B16.0 cm x D2.2 cm 398 g
- Gewicht: 398
Über den Autor
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.
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