Digital Customer Service

ISBN: 9781119841906 Categorii: Diverse, Diverse. An apariție: 2021 Autor: Rick DeLisi, Dan Michaeli Editură: John Wiley & Sons Inc Tip copertă: Hardcover Număr pagini: 256 Stoc: Stoc limitat

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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.

Limba
Engleza
Autor
Rick DeLisi, Dan Michaeli
Data Publicarii
2021
Editura
John Wiley & Sons Inc
Inaltime
24
Latime
16
Grosime
2.4
Tip Coperta
Hardcover
Nr Pag
256
Subtitlu
Transforming Customer Experience for An On-Screen World
Bic
KJ
Greutate
520
Istoric preț pentru: Digital Customer Service

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