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"Learn how managers and staff go beyond the norm to win business and ensure customer ecstasy, often at little cost or with minimum effort." - back cover.
With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increas­ing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
The old service model of delight-at-all-costs is out and a new model of low-effort, low-friction service powered by mobile phones and social media is here to stay. Phone trees and email are dead. Social messaging and automated, AI-powered bots supported by seasoned social agents are in. Yet only a handful of customer service leaders are embracing this future. Social messaging and artificial intelligence (AI) are ready and waiting for customer service leaders to use in the race to serve customers faster, better, and more efficiently than ever before. Message Me is part roadmap and part toolbox for customer service leaders who want to adapt to the changing service landscape shaped by social media, automation and smartphones. Conversocial CEO Joshua March draws on his years of experience in the social customer service space to provide case studies, clear recommendations, practical examples and a valuable framework that customer service leaders can start using immediately. Covering the rise of social messaging, bots and artificial intelligence, the book details the steps service leaders need to take to compete in this new environment, including the six pillars for the future of customer service: -Be prepared for crises in the social era-Lean-in to the power of messaging-Make effective use of bot technology-Deploy artificial intelligence effectively-Adopt a messaging approach to all digital channels-Use social agents as the model for future customer service teams
Customer Experience is now the key differentiator as consumers and businesses alike decide among competing brands. The authors explore growing trends in Experience Psychology, Social Media and Neuroscience and their impact on Customer Experience that businesses need to understand to gain preference, loyalty and market share.
What if customers expect more than just a good product, excellent service and perfectly performing digital interfaces? And what if new technologies like 5G, artificial intelligence, quantum computing and robotics offer possibilities that go beyond mere ease of use? Digital ease of use is the new minimum. It has become a commodity. The customer now regards it as the most normal thing in the world to have access to limitless products and services with just a single click of a mouse. In the years ahead, companies will need to play an active role in the 'life journey' of customers: helping to make their dreams come true and removing problems from their daily lives. In addition, customers are looking increasingly to companies instead of governments to tackle societal challenges like climate change, health care and mobility. If your company succeeds in providing outstanding digital service, becomes a partner in the life of your customers and provides solutions for major societal issues, you will develop 'an offer you can't refuse'.
Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express
Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.
Are you struggling to fully understand how AI can revolutionize your customer service? Are you looking for ways to enhance customer interactions and boost satisfaction? Look no further! “AI in Customer Service: Transforming Customer Experience for the Digital Age” is your ultimate guide to harnessing the power of AI to elevate your customer service game. This book provides a comprehensive overview of how AI technologies can be integrated into customer service operations to deliver exceptional experiences. Benefits of Reading This Book: Unlock the potential of AI to automate and streamline customer support. Learn how to personalize customer interactions using AI-driven insights. Discover tools and techniques for sentiment analysis and predictive analytics. Implement AI-powered chatbots and virtual assistants to provide 24/7 support. Enhance security with AI-based fraud detection systems. Expand your reach with multilingual support capabilities. This book is packed with practical examples, case studies, and actionable strategies that will help you understand and apply AI concepts effectively. Whether you’re a business owner, customer service manager, or tech enthusiast, this book offers valuable insights to stay ahead in the digital age. Why This Book is a Must-Read: Comprehensive Coverage From chatbots to predictive analytics, this book covers all essential AI applications in customer service. Real-World Examples to Learn from successful implementations and case studies. Actionable Insights to Get practical tips and strategies to apply AI concepts in your business. Future-Proof Your Skills to Stay updated with the latest trends and technologies in AI. Don’t miss out on the opportunity to transform your customer service with AI! Get your copy of “AI in Customer Service: Transforming Customer Experience for the Digital Age” today and start reaping the benefits of cutting-edge technology. Become knowledgeable about AI and lead your business into the future! Bullet Points 24/7 AI-Powered Support Personalized Customer Interactions Sentiment Analysis Tools Predictive Analytics for Proactive Support Voice and Virtual Assistants Self-Service Portals Fraud Detection Systems Multilingual Support Get this book now to unlock the full potential of AI in customer service and transform your customer experience for the digital age. Become an AI-savvy leader and drive your business to new heights.