The Swipe Right Customer Experience

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The Swipe-Right Customer Experience

Author : Sanna Eskelinen
Publisher : HarperCollins Leadership
ISBN 13 : 1400232317
Total Pages : 241 pages
Book Rating : 4.4/5 (2 download)

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Book Synopsis The Swipe-Right Customer Experience by : Sanna Eskelinen

Download or read book The Swipe-Right Customer Experience written by Sanna Eskelinen and published by HarperCollins Leadership. This book was released on 2022-11-15 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: The global COVID-19 pandemic forced everybody to rethink how they operate and the role that digital plays in business and in our lives. While digital may have been top of mind for many businesses, the pandemic made it essential, not just to interact and sell products and services, but as a way to meet the critical needs of your business. More than ever, people are looking for experiences, not products. And not just any experiences—but real ones that turn transactions into engagement and materialism into experimentalism. The pandemic has changed our view of the world, shifted us away from consumerism, and made us appreciate the basic human needs of finding balance and focus. In this new era, customer experience is not just a digital experience, but a perfect combination of real life and digital interaction. It could be a meditative museum experience combining art with augmented reality, or an entertaining shopping experience at a mall with omnichannel support in a virtual fitting room. The Swipe-Right Customer Experience shows how the best companies have transformed the customer experience beyond offering a technology add-on and built or rebuilt their infrastructure, processes, talent and culture around the customer experience. You will learn: How the world has changed since the global pandemic, the role of digitization, and why customer experience means everything. The secret to how top-performing companies in five different industries have rebuilt themselves around the experience they offer to customers. The internal components of organizations that must be transformed: culture, skills, processes and workflow, brand, and measuring. The new technology trends that are driving next-level customer experience.

Swipe Right

Author : Levi Lusko
Publisher : Thomas Nelson
ISBN 13 : 0718035836
Total Pages : 256 pages
Book Rating : 4.7/5 (18 download)

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Book Synopsis Swipe Right by : Levi Lusko

Download or read book Swipe Right written by Levi Lusko and published by Thomas Nelson. This book was released on 2017-02-21 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Did you know that God wants you to have amazing sex? Join pastor Levi Lusko for a unique and compelling understanding of the power and the pleasure attached to God’s plans for relationships. There is nothing more powerful on earth than the forces of love, sex, and romance. In fact, relationships are a matter of life-and-death importance. But as apps like Tinder foster no-strings-attached sexual encounters, sex is being stripped of any emotional or spiritual significance. So how can you train today for the relationship you want tomorrow? In Swipe Right, Levi Lusko shares with raw honesty from his own life experiences and God’s Word how to: Resist settling for instant pleasure by discovering what your heart really longs for Learn how to avoid and treat sexual scars by careful living today Regret-proof your marriage bed and your deathbed Transform a stagnant marriage by trading predictable nearness for mind-blowing intimacy With equal parts prevention and cure, the book is not just a list of rules to live by but something to live for: God’s powerful plan for our lives. To get there we must learn how to swipe right—to live up in a left, right world—because what we do with sex and romance is one of the most important choices we’ll make. God’s dreams for your life are not intended to kill your joy but to enhance it. Whether you’re fed up with dating and hooking up as usual, tired of being single, numb because of porn and casual sex, or curious about how to improve your marriage, this book is for you.

The Right Swipe

Author : Alisha Rai
Publisher : HarperCollins
ISBN 13 : 0062877860
Total Pages : 400 pages
Book Rating : 4.0/5 (628 download)

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Book Synopsis The Right Swipe by : Alisha Rai

Download or read book The Right Swipe written by Alisha Rai and published by HarperCollins. This book was released on 2019-08-06 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: “The Right Swipe is everything you want in a Summer read: fun, clever, and so, so sexy.” — Popsugar Alisha Rai returns with a sizzling new novel, in which two rival dating app creators find themselves at odds in the boardroom but in sync in the bedroom. Rhiannon Hunter may have revolutionized romance in the digital world, but in real life she only swipes right on her career—and the occasional hookup. The cynical dating app creator controls her love life with a few key rules: - Nude pics are by invitation only - If someone stands you up, block them with extreme prejudice - Protect your heart Only there aren't any rules to govern her attraction to her newest match, former pro-football player Samson Lima. The sexy and seemingly sweet hunk woos her one magical night... and disappears. Rhi thought she'd buried her hurt over Samson ghosting her, until he suddenly surfaces months later, still big, still beautiful—and in league with a business rival. He says he won't fumble their second chance, but she's wary. A temporary physical partnership is one thing, but a merger of hearts? Surely that’s too high a risk…

Beyond the Swipe

Author : Kristin Fry
Publisher : Kregel Publications
ISBN 13 : 0825445132
Total Pages : 144 pages
Book Rating : 4.8/5 (254 download)

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Book Synopsis Beyond the Swipe by : Kristin Fry

Download or read book Beyond the Swipe written by Kristin Fry and published by Kregel Publications. This book was released on 2018-04-24 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: There's no doubt that the Internet has changed modern life. In the blink of an eye, we can look up obscure information, order groceries, or connect with old friends. With the advent of dating apps, even true love is at our fingertips--or so we're told. But how can single Christians find their way from that first swipe right of interest on an app to long-lasting, God-honoring love? Kristin Fry has her share of laugh-out-loud and cringe-worthy dating app stories, and she knows the fatigue that can come with digital dating. Despite the instant gratification that some dating apps advertise, true relationships are more than an interaction based on first impressions on a mobile device. In a warm, conversational style, Fry tackles a broad range of topics from evaluating profiles to first dates to maintaining healthy peer friendships even while dating. Kristin mines her own experience in the dating world but also includes insights from interviews with thirty married couples, and in-depth biblical study from Abraham and Sarah, the life of Jesus, the letter of Ephesians, and more. This isn't just another how-to book for finding Mr. Right; this is a guide to help single Christian women navigate the new normal without forgetting their genuine identity in a God who loves them. By the end, digital daters will have the right tools for dating well--and know that God's best is possible.

Swipe to Unlock

Author : Neel Mehta
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781976182198
Total Pages : 349 pages
Book Rating : 4.1/5 (821 download)

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Book Synopsis Swipe to Unlock by : Neel Mehta

Download or read book Swipe to Unlock written by Neel Mehta and published by Createspace Independent Publishing Platform. This book was released on 2017 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: WANT A NON-CODING JOB AT A TECH COMPANY? Interested in product management, marketing, strategy, or business development? The tech industry is the place to be: nontechnical employees at tech companies outnumber their engineering counterparts almost 3 to 1 (Forbes, 2017). You might be worried that your lack of coding skills or tech industry knowledge will hold you back. But here's the secret: you don't need to learn how to code to break into the tech industry. Written by three former Microsoft PMs, Swipe to Unlock gives you a breakdown of the concepts you need to know to crush your interviews, like software development, big data, and internet security. We'll explain how Google's ad targeting algorithm works, but Google probably won't ask you how to explain it in a non-technical interview. But they might ask you how you could increase ad revenue from a particular market segment. And if you know how Google's ad platform works, you'll be in a far stronger position to come up with good growth strategies. We'll show you how Robinhood, an app that lets you trade stocks without commission, makes money by earning interest on the unspent money that users keep in their accounts. No one will ask you to explain this. But if someone asks you to come up with a new monetization strategy for Venmo (which lets you send and receive money without fees), you could pull out the Robinhood anecdote to propose that Venmo earn interest off the money sitting in users' accounts. We'll talk about some business cases like why Microsoft acquired LinkedIn. Microsoft interviewers probably won't ask you about the motive of the purchase, but they might ask you for ideas to improve Microsoft Outlook. From our case study, you'll learn how the Microsoft and LinkedIn ecosystems could work together, which can help you craft creative, impactful answers. You could propose that Outlook use LinkedIn's social graph to give salespeople insights about clients before meeting them. Or you could suggest linking Outlook's organizational tree to LinkedIn to let HR managers analyze their company's hierarchy and figure out what kind of talent they need to add. (We'll further explore both ideas in the book.) Either way, you're sure to impress. Learn the must know concepts of tech from authors who have received job offers for Facebook's Rotational Product Manager, Google's Associate Product Marketing Manager, and Microsoft's Program Manager to get a competitive edge at your interviews!

User Experience Research

Author : Marty Gage
Publisher : John Wiley & Sons
ISBN 13 : 1119884217
Total Pages : 275 pages
Book Rating : 4.1/5 (198 download)

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Book Synopsis User Experience Research by : Marty Gage

Download or read book User Experience Research written by Marty Gage and published by John Wiley & Sons. This book was released on 2022-05-10 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Fuzzy Front End Gets Demystified in This Next-Generation User Research Guide The first phase of the design thinking process is arguably the most crucial, as this is when human insights are leveraged to define value for customers. Yet this so-called "empathize" phase is often deemed optional or is executed poorly. This degrades the entire innovation process that follows by permitting preexisting biases and guesswork that make value creation a precarious bet. In User Experience Research: Discover What Customers Really Want, a human factors psychologist and an industrial designer have devised a foolproof first phase that addresses the shortcomings of the design thinking process. Based on their forty years of generative research experience in multiple industries, this is the definitive guide to user experience research. This repeatable approach is grounded in six key principles that connects users’ desired emotional states to an actionable articulation of an experience. It also provides guidance on creating ideal experience frameworks that communicate clearly with all stakeholders, from business leaders to design practitioners. User Experience Research: Discover What Customers Really Want is an indispensable, fully illustrated, step-by-step manual for anyone seeking a more predictable pathway to the design of new or improved experiences that users truly desire and would find valuable.

X

Author : Brian Solis
Publisher : John Wiley & Sons
ISBN 13 : 1118526805
Total Pages : 256 pages
Book Rating : 4.1/5 (185 download)

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Book Synopsis X by : Brian Solis

Download or read book X written by Brian Solis and published by John Wiley & Sons. This book was released on 2015-10-13 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Welcome to a new era of business in which your brand is defined by those who experience it. Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you re not around? In an always-on world where everyone is connected to information and also one another, customer experience is your brand. And, without defining experiences, brands become victim to whatever people feel and share. In his new book X: The Experience When Business Meets Design bestselling author Brian Solis shares why great products are no longer good enough to win with customers and why creative marketing and delightful customer service too are not enough to succeed. In X, he shares why the future of business is experiential and how to create and cultivate meaningful experiences. This isn’t your ordinary business book. The idea of a book was re-imagined for a digital meets analog world to be a relevant and sensational experience. Its aesthetic was meant to evoke emotion while also giving new perspective and insights to help you win the hearts and minds of your customers. And, the design of this book, along with what fills its pages, was done using the principles shared within. Brian shares more than the importance of experience. You’ll learn how to design a desired, meaningful and uniform experience in every moment of truth in a fun way including: How our own experience gets in the way of designing for people not like us Why empathy and new perspective unlock creativity and innovation The importance of User Experience (UX) in real life and in executive thinking The humanity of Human-Centered Design in all you do The art of Hollywood storytelling from marketing to product design to packaging Apple’s holistic approach to experience architecture The value of different journey and experience mapping approaches The future of business lies in experience architecture and you are the architect. Business, meet design. X

Swipe Right for Murder

Author : Derek Milman
Publisher : Little, Brown Books for Young Readers
ISBN 13 : 0316451053
Total Pages : 368 pages
Book Rating : 4.3/5 (164 download)

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Book Synopsis Swipe Right for Murder by : Derek Milman

Download or read book Swipe Right for Murder written by Derek Milman and published by Little, Brown Books for Young Readers. This book was released on 2019-08-06 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: An epic case of mistaken identity puts a teen looking for a hookup on the run from both the FBI and a murderous cult in this compulsively readable thriller. !--EndFragment-- Finding himself alone in a posh New York City hotel room for the night, Aidan does what any red-blooded seventeen-year-old would do—tries to hook up with someone new. But that lapse in judgement leads him to a room with a dead guy and a mysterious flash drive . . . two things that spark an epic case of mistaken identity that puts Aidan on the run—from the authorities, his friends, his family, the people who are out to kill him—and especially from his own troubled past. Inspired by a Hitchcock classic, this whirlwind mistaken-identity caper has razor-sharp humor, devastating emotional stakes, and a thrilling storyline with an explosive conclusion to make this the most compelling YA novel of the year. Entertainment Weekly's Best YA Books of the Summer Seventeen Magazine's Best YA Books of the Year Goodreads Most Anticipated YA Books of the Year Buzzfeed's Best YA Summer Reads Most Anticipated Queer Books of 2019 (Hypable) Barnes & Noble's Most Anticipated LGBTQAP YAs of the year 11 New YA Books to Get Excited About (Pure Wow) 29 New LGBTQ+ YA Books To Add To Your Reading List (Pride.com)

Don't Believe the Swipe

Author : Mandy Hale
Publisher : Baker Books
ISBN 13 : 1493428888
Total Pages : 224 pages
Book Rating : 4.4/5 (934 download)

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Book Synopsis Don't Believe the Swipe by : Mandy Hale

Download or read book Don't Believe the Swipe written by Mandy Hale and published by Baker Books. This book was released on 2021-04-20 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Don't let the swipe rule your life Online dating. Dating apps. Texting. Social media. Endless swiping in search of forever love. It seems like the more ways technology offers to "connect" us, the less connected we actually are. Modern dating is not for the faint of heart! Don't Believe the Swipe is not your mother's dating guide. It isn't about "landing a man" or learning to "think like a man" or "getting any man to fall in love with you"; it's about falling in love with yourself and then extending that love to every aspect of your life--including your love life. It's about learning to date without surrendering your power. It's about choosing yourself, regardless of whether someone swipes right or swipes left. Funny, fresh, and relevant to today's crazy dating world, this book is sure to become your go-to modern dating guide. New York Times bestselling author Mandy Hale draws on her own hilarious and often jaw-dropping experiences to illustrate what it means to stop believing the swipe and start finding love without losing yourself. There is a way to date with dignity, to refuse to let the swipe rule your life, to stand confident in your worth, and to not settle for less than you deserve. This book is that way. "I am so happy to have this new book by Mandy Hale to help me think and laugh my way to finding the love of my life."--Yvette Nicole Brown, actress, comedian, writer, and TV host "Where has this book been all my life? It's seriously the last dating book I'll ever need."--Krista Allen, actress, comedian, recovering believer in the swipe "This book cuts through the fog of modern dating and reconnects us to our single most important relationship--the relationship we have with ourselves."--Devyn Simone, celebrity matchmaker, dating expert, and TV host

The LegalTech Book

Author : Sophia Adams Bhatti
Publisher : John Wiley & Sons
ISBN 13 : 1119574277
Total Pages : 282 pages
Book Rating : 4.1/5 (195 download)

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Book Synopsis The LegalTech Book by : Sophia Adams Bhatti

Download or read book The LegalTech Book written by Sophia Adams Bhatti and published by John Wiley & Sons. This book was released on 2020-08-31 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by prominent thought leaders in the global fintech and legal space, The LegalTech Book aggregates diverse expertise into a single, informative volume. Key industry developments are explained in detail, and critical insights from cutting-edge practitioners offer first-hand information and lessons learned. Coverage includes: · The current status of LegalTech, why now is the time for it to boom, the drivers behind it, and how it relates to FinTech, RegTech, InsurTech, WealthTech and PayTech · Applications of AI, machine learning and deep learning in the practice of law; e-discovery and due diligence; AI as a legal predictor · LegalTech making the law accessible to all; online courts, online dispute resolution · The Uberization of the law; hiring and firing through apps · Lawbots; social media meets legal advice · To what extent does LegalTech make lawyers redundant or more efficient? · Cryptocurrencies, distributed ledger technology and the law · The Internet of Things, data privacy, automated contracts · Cybersecurity and data · Technology vs. the law; driverless cars and liability, legal rights of robots, ownership rights over works created by technology · Legislators as innovators · Practical LegalTech solutions helping Legal departments in corporations and legal firms alike to get better legal work done at lower cost

The Anatomy of the Swipe

Author : Ahmed Siddiqui
Publisher :
ISBN 13 : 9781641374477
Total Pages : 240 pages
Book Rating : 4.3/5 (744 download)

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Book Synopsis The Anatomy of the Swipe by : Ahmed Siddiqui

Download or read book The Anatomy of the Swipe written by Ahmed Siddiqui and published by . This book was released on 2020-04-08 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Have you ever wondered what happens during a swipe of a credit card? Every major tech company will become a payments company. Yet, not many people understand how payment systems in the US work. Those that do "get it" are unlocking multi-billion dollar opportunities. If you've ever wondered what happens when you actually swipe/dip/tap your credit card or debit card then The Anatomy of the Swipe breaks down the details in the simplest manner possible. Here are some questions answered within these pages: How does money move from my credit card to my favorite coffee shop? How can I build a neo-bank? How can I build my own debit or credit card? How can I accept card based payments? The Anatomy of the Swipe speaks to software developers and entrepreneurs who are looking at implementing card-based payments for the first time, merchants who want to be able to accept payments for a website or store, or those who want to issue their own debit/credit card. This book walks beginners through modern innovations created because of card-based payments, as well as the motivations and revenue models of each party in the payments ecosystem.

Signs & Skymates

Author : Dossé-Via Trenou
Publisher : Running Press Adult
ISBN 13 : 0762478047
Total Pages : 568 pages
Book Rating : 4.7/5 (624 download)

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Book Synopsis Signs & Skymates by : Dossé-Via Trenou

Download or read book Signs & Skymates written by Dossé-Via Trenou and published by Running Press Adult. This book was released on 2022-12-06 with total page 568 pages. Available in PDF, EPUB and Kindle. Book excerpt: Signs & Skymates is your ultimate guide to astrological compatibility—from romance to self-love—from star astrologer and founder of @ScorpioMystique and KnowTheZodiac Dossé-Via Trenou. Get to know yourself, your partner(s), and your friendships through the full constellation of your astrological self! In Signs & Skymates West African astrologer Dossé-Via Trenou uses her signature whole-chart approach to reveal how your Sun, Moon, Rising, Mercury, Venus, and Mars signs contribute to astrological compatibility—and serve as the basis for romantic and platonic relationships, as well as your all-important relationship with yourself. Using astrology as a guiding light in her evolutionary approach to compatibility, Dossé-Via invites you to connect to your innermost self, and others, in new and more expansive ways. Through chapters on the role of each chart placement, as well as comprehensive explorations of relationships between different signs, Signs & Skymates dismantles ideas of which signs "go together," encouraging readers to expand their ideas about each sign—including the ones in their own chart. Discover the joys, challenges, and opportunities in your relationships as you deepen your knowledge of Aries, Taurus, Gemini, Cancer, Leo, Virgo, Libra, Scorpio, Sagittarius, Capricorn, Aquarius, and Pisces.

Designing Service Processes to Unlock Value, Third Edition

Author : Joy M. Field
Publisher : Business Expert Press
ISBN 13 : 1953349277
Total Pages : 208 pages
Book Rating : 4.9/5 (533 download)

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Book Synopsis Designing Service Processes to Unlock Value, Third Edition by : Joy M. Field

Download or read book Designing Service Processes to Unlock Value, Third Edition written by Joy M. Field and published by Business Expert Press. This book was released on 2020-12-16 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also by providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value co-creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing number of alternatives for designing service processes and determining who performs the various service tasks, service performance outcomes are increasingly dependent on the knowledge, skills, and abilities—that is, capabilities—of both service providers and customers. Thus, the book concludes with approaches to unlock these capabilities–and further boost value co-creation.

Please Swipe Again

Author : Megan Mann
Publisher : Author House
ISBN 13 : 1452093113
Total Pages : 106 pages
Book Rating : 4.4/5 (52 download)

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Book Synopsis Please Swipe Again by : Megan Mann

Download or read book Please Swipe Again written by Megan Mann and published by Author House. This book was released on 2010-11-22 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt: After her boyfriend breaks up with her, outgoing college student Ava Sinclair begins to realize life is creeping up on her. Deciding to run away from her problems instead of facing them, she flees to a friend's place in New York City where she meets Kiernan, a boy she realizes is just as lost and confused as she is. Told through both of their conflicting personalities, can they figure out how to bridge the gap between adolescence and adulthood and figure out who they really are?

Swipe Left

Author : Selina V. Krinock
Publisher : Violet Publishing, Inc.
ISBN 13 : 1735580414
Total Pages : 237 pages
Book Rating : 4.7/5 (355 download)

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Book Synopsis Swipe Left by : Selina V. Krinock

Download or read book Swipe Left written by Selina V. Krinock and published by Violet Publishing, Inc.. This book was released on 2021-02-02 with total page 237 pages. Available in PDF, EPUB and Kindle. Book excerpt: Did you find the love of your life on a dating app? If you did, this book is not for you. This is a chronicle of my online dating escapades, disappointments, and disasters. I tried all the apps and websites the experts suggested. I dated men from all different waves on the spectrum: wealthy businessmen, computer nerds, musicians, and even a convicted felon. (Don’t judge.) Some of them made me laugh, and a few of them made me cry. In every relationship, I learned things about myself, or remembered things I had forgotten were important to me. After five years, I finally found the person I was looking for, but it wasn’t who I expected at all. I invite you to hop aboard my emotional rollercoaster. Buckle up! It’s a bumpy ride.

Customer Experience 3.0

Author : John A. Goodman
Publisher : HarperChristian + ORM
ISBN 13 : 0814433898
Total Pages : 279 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Customer Experience 3.0 by : John A. Goodman

Download or read book Customer Experience 3.0 written by John A. Goodman and published by HarperChristian + ORM. This book was released on 2014-08-12 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Managing Customer Experience and Relationships

Author : Don Peppers
Publisher : John Wiley & Sons
ISBN 13 : 1119815339
Total Pages : 517 pages
Book Rating : 4.1/5 (198 download)

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Book Synopsis Managing Customer Experience and Relationships by : Don Peppers

Download or read book Managing Customer Experience and Relationships written by Don Peppers and published by John Wiley & Sons. This book was released on 2022-04-26 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world’s leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to “treat different customers differently.” This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.