Customer experience 3.0 : high-profit strategies in the age of techno service
Title:
Customer experience 3.0 : high-profit strategies in the age of techno service
Author:
Goodman, John A.
ISBN:
9780814433881
Publication Information:
New York : American Management Association, c2014
Physical Description:
xi, 244 p. ; 24 cm
General Note:
Includes bibliographical references and index
Abstract:
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? Using illustrative examples, this book 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
Subject:
| Customer services |
| Customer services -- Technological innovations |
| Customer relations |
Summary:
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? Using illustrative examples, this book 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