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

  • 3h 40m
  • John A. Goodman
  • 2014

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 roadmap, showing 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; and use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction. Great companies provide seamless experiences, seeming to know what customers want before they know it themselves ...while others set up fancy Facebook pages and then drop the ball. This groundbreaking guide reveals how to delight customers using the best tools available.

About the Author

John A. Goodman is a highly regarded customer experience consultant and author of Strategic Customer Service. He brings over 40 years of experience in every industry, and has worked with over 45 of the Fortune 100 as well as nonprofit and governmental organizations. John coined the maxim: “It costs five times as much to win a new customer as to keep the current one.” He lives in Bethesda, Maryland.

In this Book

  • Customer Experience 3.0—High-Profit Strategies in the Age of Techno Service
  • Foreword
  • Introduction—Why Customer Experience 3.0?
  • Why Good Service Might Not Result in a Great Experience
  • More Than People—Customer Experience = People + Process + Technology
  • Jump-Starting Action by Quantifying the Revenue Cost of Inaction
  • Do It Right the First Time (DIRFT)
  • Keep Every Door Open—Assuring Multichannel Access
  • Always Satisfy Customers, and Sometimes Dazzle Them
  • Listening Passionately to Your Customers’ Unified Voice
  • Taming Technology
  • Building a Culture of Empowerment and Connection
  • Leading the Charge to the Next Level