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.
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 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.
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 you 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.
Customer Experience 3.0 reveals how to delight customers using all the
technological tools at their disposal.
