The customer experience edge : technology and techniques for delivering an enduring, profitable and positive experience to your customers / by Reza Soudagar, Vinay Iyer, Volker Hildebrand.

Format:

Book

Author/Creator:

Soudagar, Reza, author.

Hildebrand, Volker & Iyer, Vinay, author.

Contributor:

Books24x7, Inc.

Language:

English

Subjects (All):

Consumer satisfaction.

Customer relations--Management.

Customer relations.

Customer services--Technological innovations.

Customer services.

Physical Description:

1 online resource (1 v.) : ill.

Edition:

1st edition

Place of Publication:

New York, New York State : McGraw-Hill Education, 2012.

Language Note:

English

System Details:

text file

Summary:

“This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It’s more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You’ve spent way too much time reading this endorsement. Read the book instead. It’s so worth it.” —Paul Greenberg, author of CRM at the Speed of Light “To differentiate yourself and delight your customers, you must manage your customers’ experience with your goods or services, and your company. This invaluable book will show you why you must do this, and how to do it well.” —Henry Chesbrough, author of Open Innovation and Professor at the Haas School of Business, University of California Berkeley “Technology advances are raising the human expectation of what an experience with a company can and should be. Finally, a book has been written that combines behavioral psychological, micro-economic, and technological considerations defining the customer experience edge.” —Paul D’Alessandro, Partner, PricewaterhouseCoopers “As we move from Customer Experience 1.0 to Customer Experience 2.0, organizations and practitioners need a solid blueprint for success. Reza, Vinay, and Volker have created a clear and concise guide based on global best practices and proven principles. If you are ready to transform your organization, start by reading this book.” —Lior Arussy, President, Strativity Group, and author of Customer Experience Strategy “ The Customer Experience Edge is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified, or simply baked into business plans to improve or deliver an exceptional customer experience.” —Deb Dexter, Customer Service Director, Cardinal Health About the Book: Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail—the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back—and that sets you apart from the competition. You need to seize The Customer Experience Edge. Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovato...

Contents:

Customer experience : the new competitive battleground

Customer experience in the new normal

The four essentials of profitable customer experience

Case study: "Grocer moves shopping to the palms of customers' hands"

B2B customer experience: different animal, same spots

Case study: "Focus on customer success yields substantial cost savings at synopsys"

Making it happen

Throwing out the old playbook

Mini profile: "Cardinal health transforms customer experience with a cross-company service system"

The new customer experience recipe

Mini profile: "Through engagement and interaction, the lego group plays well with customers"

A fresh look at the top and bottom lines

Technology : the core ingredient

The underlying foundation for the customer experience edge

Case study : customers, not cars, now drive auto importer's strategy

Adding disruptive technologies to advance the game

Case study: "Cementing customer bonds"

It as the catalyst of ce transformation

Sustaining the "wow"

Ten on-ramps to the customer experience freeway

Measures of success

Emerging economies : exporting profitable customer experience

Mini profile: "Customer experience at akbank surpassed only by turkish bank's growth"

The future of customer experience

Action items for the customer experience edge

Afterword: customer experience edge in action at SAP.

Notes:

Title from title screen.

Includes bibliographical references and index.

Digitized and made available by: Books24x7.com.

Description based on print version record.

ISBN:

9786613315601

9781283315609

1283315602

9780071786966

0071786961

OCLC:

1024279681