Customer Experience 3. 0 : High-Profit Strategies in the Age of Techno Service.
- 1st ed.
- New York : American Management Association, 2014.
- xi, 244 pages ; 24 cm
Intro -- Title -- Copyright -- Contents -- Foreword -- Introduction: Why Customer Experience 3.0? -- Section One: The Customer and the Implications of Customer Experience -- Section Two: Designing the End-to-End Customer Experience -- Section Three: Key Issues of Implementation -- Section One The Customer and the Implications of Customer Experience -- 1 Why Good Service Might Not Result in a Great Experience -- Understanding Customer Expectations -- No Unpleasant Surprises -- Identifying Sources of Customer Dissatisfaction and Uncertainty -- No News Is Not Necessarily Good News -- Why Your Current CE Is Leaving Huge Amounts of Money on the Table -- Leveraging Technology for a Great Customer Experience -- Eliminating Unpleasant Surprises -- Getting Started: Questions to Ask Yourself About Moving Your Company Out of Complacency -- Key Takeaways -- 2 More Than People: Customer Experience = People + Process + Technology -- Delivering a Great Customer Experience: A Four-Part Framework -- Applying Technology During Each Phase of the CE Framework -- Metrics to Measure and Manage Customer Experience Effectiveness -- Getting Started: Questions to Ask Yourself About Your Existing CE -- Key Takeaways -- 3 Jump-Starting Action by Quantifying the Revenue Cost of Inaction -- Why Executives Believe a Great CE Is More Costly Than a Good CE -- Measuring the Revenue Impact of a Great CE -- Calculating the Top-Line Payoff of an Improved CE -- Quantifying the Savings of a Great CE -- Convincing the CFO -- Picking Your Battles -- Getting Started: Questions to Ask Yourself About Your Business Case for CE -- Key Takeaways -- Section Two Designing the End-to-End Customer Experience -- 4 Do It Right the First Time (DIRFT) -- DIRFT: The Essential Steps -- Building a Flexible, Customer-Focused Culture That Delivers DIRFT -- DIRFT with Flexibility.
Your customers are expecting seamless customer service experiences. You can't afford to give them anything less.