Digital Customer Service: Transforming Customer Experience for an On-Screen World (Delisi Rick)(Pevná vazba)

Digital Customer Service: Transforming Customer Experience for an On-Screen World (Delisi Rick)(Pevná vazba)

Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions

Luxury Retail and Digital Management: Developing Customer Experience in a Digital World (Chevalier Michel)(Pevná vazba)

Develop a winning customer experience in the digital world Luxury consumers are changing - they come from all over the world, they are young and they are digital natives. How can luxury brands that have built themselves as pure physical players adapt their business model and practices to address

Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet (Hyken Shep)(Pevná vazba)

You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All

The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (Dijulius John R.)(Pevná vazba)

In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently,

The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers (Hildebrand Volker)(Pevná vazba)

'This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It's more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You've spent way too

Measuring Customer Experience: How to Develop and Execute the Most Profitable Customer Experience Strategies (Klaus Philipp)(Pevná vazba)

The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level (Shaw Colin)(Pevná vazba)

You can't solve today's problems with yesterday's thinking. In The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level, authors Shaw and Hamilton explore the reasons organizations are struggling to improve their customer measures and are witnessing the plateauing

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine (Bliss Jeanne)(Pevná vazba)

A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve

The Customer Communication Formula: How to communicate with your customers and boost your customer service brand (Purvis Charlotte)(Pevná vazba)

The Relationship Economy: Building Stronger Customer Connections in the Digital Age (Dijulius John R.)(Pevná vazba)

Creating Authentic Customer Connections in a High-Tech World In The Relationship Economy, author John DiJulius teaches business leaders about the importance of relationship building in the digital age. He argues that in spite of (and because of) the advances in tech, we've become a less connected

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company (Michelli Joseph)(Pevná vazba)

Discover the secrets of world-class leadership When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer

Digital Sense: The Common Sense Approach to Effectively Blending Social Business Strategy, Marketing Technology, and Customer Experie (Wright Travis)(Pevná vazba)

Compete in the digital world with pragmatic strategies for success Digital Sense provides a complete playbook for organizations seeking a more engaged customer experience strategy. By reorganizing sales and marketing to compete in today's digital-first, omni-channel environment, you gain newfound

Rehumanize Your Business: How Personal Videos Accelerate Sales and Improve Customer Experience (Beute Ethan)(Pevná vazba)

Accelerate sales and improve customer experience Every day, most working professionals entrust their most important messages to a form of communication that doesn't build trust, provide differentiation, or communicate clearly enough. It's easy to point to the sheer volume of emails, text messages,

Customer Relationship Management: Concept, Strategy, and Tools (Kumar V.)(Pevná vazba)

This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer

Legendary Service: The Key Is to Care (Halsey Victoria)(Pevná vazba)

Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a

Effective Complaint Management: The Business Case for Customer Satisfaction (Stauss Bernd)(Pevná vazba)

Complaint Management in a Customer-Oriented Firm.- Complaints.- The Behavior of Dissatisfied Customers.- Principles of Complaint Management.- Strategic Planning of Complaint Management.- Complaint Stimulation.- Complaint Acceptance.- Complaint Processing.- Complaint Reaction.- Complaint

The Customer Success Economy: Why Every Aspect of Your Business Model Needs a Paradigm Shift (Mehta Nick)(Pevná vazba)

If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and

The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share (Gingiss Dan)(Pevná vazba)

The essential guide to making customer experience the ultimate competitive

The New Luxury Experience: Creating the Ultimate Customer Experience (Batat Wided)(Pevná vazba)

Preface.- Part I: The Evolution of Luxury: From Object to Experience.- ​Chapter 1: Luxury, Back to Origins.- Chapter 2: The New Experiential Luxury Marketing Model.- Chapter 3: Customer Experience to Keep Up with Changing Consumer and New Luxury Consumption Trends.- Part II: The Big Five

This Is Service Design Doing: Applying Service Design Thinking in the Real World (Stickdorn Marc)(Paperback)

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops,

The Product-Led Organization: Drive Growth by Putting Product at the Center of Your Customer Experience (Olson Todd)(Pevná vazba)

A roadmap for software product teams on designing a great user experience There was a time when companies could get away with mediocre product experiences. But not any more. Today, consumers expect products that delight. Once someone begins using a digital product, their unique experience unfolds

The Jeb Blount Box Set (Blount Jeb)(Pevná vazba)

The most comprehensive resource on sales development, leadership, and customer experience available, from bestselling author Jeb Blount Jeb Blount is a bestselling author, a sought-after keynote speaker, and the CEO of Sales Gravy, a leading global training organization. His unique approach to

People Love You: The Real Secret to Delivering Legendary Customer Experiences (Blount Jeb)(Pevná vazba)

What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience - something they

The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture (Spector Robert)(Paperback)

'Top Ten Business Books For 2017' - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with