Customer obsessed a whole company approach to delivering exceptional customer experiences
Leverage the cloud into competitive advantage through optimized customer experience Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC report s...
| Otros Autores: | |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Hoboken, New Jersey :
Wiley
[2016]
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| Edición: | 1st edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009630226906719 |
Tabla de Contenidos:
- Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences
- Contents
- Foreword
- Preface
- Introduction
- Data
- Design
- Culture
- 1: Disruption and Business Success
- 2: People Drive Change, Technology Enables
- Technology Game Changers
- Build People Relationships, Not Technology Products
- Rules For Engaged, Customer-Focused Businesses
- How to Be a Good Listener
- Communal Enterprise-Rise of Reed's Law
- 3: Why Social Matters to Every Business
- Why Social?
- "Social Media: Creator or Destroyer?"
- Social Can Change Everything
- Using Social
- Social Payback
- Social for Customer Service
- Bluewolf's Social Payback
- Building a Social Culture in Your Organization
- Tip #1:
- Tip #2:
- Tip #3:
- Make It Easy
- Light the Way
- Iterate and Refine
- Building an External Social Presence
- Benefits of Building a Social Culture
- Social Media ROI
- 4: Rethinking Employee Engagement
- Unifying a Diverse Team
- Workers Matter to Success
- Employee Engagement (or Lack Thereof) and Productivity
- Understanding Employee Culture-Critical to Business Success
- Case for Employee Engagement
- Employee-Facing Initiatives
- Employee Heaven or Pressure Cooker
- Creating a High-Energy, Customer-Aware, Employee-Driven Workplace
- Super Chicken
- Strategies to Improve the Employee Experience
- Employee Engagement Has a Direct Impact on Your Profitability
- 5: Customer Engagement Defined
- Customer Engagement
- Customer Experience 101
- How Customers Buy
- Changing the Historical Mind-Set
- Feeding Data into UX Design
- Get Personal
- Art of the Possible
- 6: How to Win the Talent War
- Attrition: Curse or Blessing
- Ascend
- Management Academy
- Dashboards
- Agile and Elastic
- Work-Life Balance
- Technical Skills
- Conclusion: Drastically Competitive Job Market.
- 7: Gender Diversity Isn't a Plus, It's a Business Imperative
- State of Diversity Today
- Economic Case for Gender Diversity
- Organizational Benefits of Gender Diversity
- Why We Are Drawn to the Familiar
- Employee Turnover
- Improve Access to Target Markets
- Enhance Reputation
- Men Benefit, Too
- Increase Innovation
- Unconscious Bias and Its Effects on Gender Diversity
- Strategies to Overcome Gender Bias
- How to Achieve Gender Diversity in Your Organization
- 8: Right Time, Right Moment, Right Channel
- Bridging Customer Service and Social
- Communities
- Call Centers Still Matter
- Customer Service Excellence, Not Case Management
- 9: Turning Data into Action
- The Challenge of Data
- Data Integration/Migration/Quality-A Salesforce Recap
- Data Silos/Democratization
- What You Can Do Now
- Mobile and IOT
- Executive Action
- 10: How Good Design Creates Seamless Experiences
- Design
- Simplicity
- Convergence of Data, Design, and Culture
- Power of Storytelling
- Mobile
- 11: Digital Marketing: Standing Out in the Sea of Sameness
- Marketing: Crash Course
- Importance of Brand
- The Customer Journey
- Marketing Campaigns (or, How You Structure and Measure Your Marketing Initiatives)
- Leveraging Technology
- Multichannel, Omnichannel, Universal
- Content Marketing
- Final Thoughts
- Notes
- Acknowledgments
- Index
- End User License Agreement.
