The Book Of All 20 Methodologies To Improve And Profit From Customer Experience And Service
DOWNLOAD eBooks
Download The Book Of All 20 Methodologies To Improve And Profit From Customer Experience And Service PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get The Book Of All 20 Methodologies To Improve And Profit From Customer Experience And Service book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page
The Book Of All 20 Methodologies To Improve And Profit From Customer Experience And Service
DOWNLOAD eBooks
Author : Heverton Anunciação
language : en
Publisher: Heverton Anunciação
Release Date : 2023-12-04
The Book Of All 20 Methodologies To Improve And Profit From Customer Experience And Service written by Heverton Anunciação and has been published by Heverton Anunciação this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-12-04 with Business & Economics categories.
In the past, medicine worked like this: a patient looked for a doctor who evaluated him carefully. After the evaluation, the doctor said to the patient: Are you willing to abandon everything that has made you sick so far? Only then do I accept to be your doctor. Now, I ask you: Is your company willing to abandon all the bad processes and bad strategies that have given your customers a bad experience? The big problem is that, in many cases, we look for doctors, pharmacists and software resellers and, what they want most, is to recommend medicines and CRM systems for a temporary cure, or imaginary cure to serve the media or advertising. What's wrong with that? It is that in the customer service sector, the side effect is worse than acting directly on the cause of the corporate pains that cause the bad experience to customers. If professionals don't know how to hire and build a long-term strategy, your suppliers will always want you to come back for new software purchases and more software, and not for a permanent cure. The objective of this book is to bring the most widely used and effective standards on the market to serious professionals who really want to embrace and offer excellent customer service. There is no methodology that will solve everything overnight, but the right methodology will help the company to respond quickly and without repression. As the conclusion, I wrote in this book too a table that help you to identify Why, when and how to use each one of those worldwide methodologies or tools to improve and profit from your customer service. This book is part of the CRM and Customer Experience Trilogy called CX Trilogy which aims to unite the worldwide community of CX, Customer Service, Data Science and CRM professionals. I believe that this union would facilitate the contracting of our sector and profession, as well as identifying the best professionals in the market. The CX Trilogy consists of 3 books and one Dictionary: 1st) 30 Advice from 30 greatest professionals in CRM and customer service in the world 2nd) The Book of all Methodologies and Tools to Improve and Profit from Customer Experience and Service 3rd) Data Science and Business Intelligence - Advice from reputable Data Scientists around the world and plus, the book: The Official Dictionary for Internet, Computer, ERP, CRM, UX, Analytics, Big Data, Customer Experience, Call Center, Digital Marketing and Telecommunication: The Vocabulary of One New Digital World
The Book Of All 20 Methodologies To Improve And Profit From Customer Experience And Service
DOWNLOAD eBooks
Author : Heverton Anunciação
language : en
Publisher:
Release Date : 2020-03-06
The Book Of All 20 Methodologies To Improve And Profit From Customer Experience And Service written by Heverton Anunciação and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-03-06 with categories.
In the past, the medicine worked like this: a patient looked for a doctor who evaluated him carefully. After the evaluation, the doctor said to the patient: Are you willing to abandon everything that has made you sick so far? Only then do I accept to be your doctor. Now, I ask you: Is your company willing to abandon all the bad processes and bad strategies that have given your customers a bad experience? The big problem is that, in many cases, we look for doctors, pharmacists, and software resellers and, what they want most, is to recommend medicines and CRM systems for a temporary cure, or imaginary cure to serve the media or advertising. What's wrong with that? It is that in the customer service sector, the side effect is worse than acting directly on the cause of the corporate pains that cause a bad experience to customers. If professionals don't know how to hire and build a long-term strategy, your suppliers will always want you to come back for new software purchases and more software, and not for a permanent cure. The objective of this book is to bring the most widely used and effective standards on the market to serious professionals who really want to embrace and offer excellent customer service. There is no methodology that will solve everything overnight, but the right methodology will help the company to respond quickly and without repression. As a conclusion, I wrote in this book too a table that helps you to identify Why, when, and how to use each one of those worldwide methodologies or tools to improve and profit from your customer service. This book is part of the CRM and Customer Experience Trilogy called CX Trilogy which aims to unite the worldwide community of CX, Customer Service, Data Science, and CRM professionals. I believe that this union would facilitate the contracting of our sector and profession, as well as identifying the best professionals in the market. The CX Trilogy consists of 3 books and one Dictionary:1st) 30 Advice from 30 greatest professionals in CRM and customer service in the world;2nd) The Book of all Methodologies and Tools to Improve and Profit from Customer Experience and Service;3rd) Data Science and Business Intelligence - Advice from reputable Data Scientists around the world;and plus, the book: The Official Dictionary for Internet, Computer, ERP, CRM, UX, Analytics, Big Data, Customer Experience, Call Center, Digital Marketing and Telecommunication: The Vocabulary of One New Digital World
Data Science And Business Intelligence
DOWNLOAD eBooks
Author : Heverton Anunciação
language : en
Publisher: Heverton Anunciação
Release Date : 2023-12-04
Data Science And Business Intelligence written by Heverton Anunciação and has been published by Heverton Anunciação this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-12-04 with Computers categories.
A professional, no matter what area he belongs to, I believe, should never think that his truth is definitive or that his way of doing or solving something is the best. And, logically, I had to get it right and wrong to reach this simple conclusion. Now, what does that have to do with the purpose of this book? This book that I have gathered important tips and advice from an elite of data science professionals from various sectors and reputable experience? After I've worked on hundreds of consulting projects and implementation of best practices in Relationship Marketing (CRM), Business Intelligence (BI) and Customer Experience (CX), as well as countless Information Technology projects, one truth is absolute: We need data! Most companies say they do everything perfect, but it is not shown in the media or the press the headache that the areas of Information Technology suffer to join the right data. And when they do manage to unite and make it available, the time to market has already been lost and possible opportunities. Therefore, if a company wants to be considered excellence in corporate governance and satisfy the legal, marketing, sales, customer service, technology, logistics, products, among other areas, this company must start as soon as possible to become a data driven and real-time company. For this, I recommend companies to look for their digital intuitions, and digital inspirations. So, with this book, I am proposing that all the employees and companies will arrive one day that they will know how to use, from their data, their sixth sense. The sixth sense is an extrasensory perception, which goes beyond our five basic senses, vision, hearing, taste, smell, touch. It is a sensation of intuition, which in a certain way allows us to have sensations of "clairvoyance" and even visions of future events. A company will only achieve this ability if it immediately begins to apply true data governance. And the illustrious data scientists who are part of this book will show you the way to take the first step: - Eric Siegel, Predictive Analytics World, USA - Bill Inmon, The Father of Datawarehouse, Forest Rim Technology, USA - Bram Nauts, ABN AMRO Bank, Netherlands - Jim Sterne, Digital Analytics Association, USA - Terry Miller, Siemens, USA - Shivanku Misra, Hilton Hotels, USA - Caner Canak, Turkcell, Turkey - Dr. Kirk Borne, Booz Allen Hamilton, USA - Dr. Bülent Kızıltan, Harvard University, USA - Kate Strachnyi, Story by Data, USA - Kristen Kehrer, Data Moves Me, USA - Marie Wallace, IBM Watson Health, Ireland - Timothy Kooi, DHL, Singapore - Jesse Anderson, Big Data Institute, USA - Charles Givre, JPMorgan Chase & Co, USA - Anne Buff, Centene Corporation, USA - Bala Venkatesh, AIBOTS, Malaysia - Mauro Damo, Hitachi Vantara, USA - Dr. Rajkumar Bondugula, Equifax, USA - Waldinei Guimaraes, Experian, Brazil - Michael Ferrari, Atlas Research Innovations, USA - Dr. Aviv Gruber, Tel-Aviv University, Israel - Amit Agarwal, NVIDIA, India This book is part of the CRM and Customer Experience Trilogy called CX Trilogy which aims to unite the worldwide community of CX, Customer Service, Data Science and CRM professionals. I believe that this union would facilitate the contracting of our sector and profession, as well as identifying the best professionals in the market. The CX Trilogy consists of 3 books and a dictionary: 1st) 30 Advice from 30 greatest professionals in CRM and customer service in the world; 2nd) The Book of all Methodologies and Tools to Improve and Profit from Customer Experience and Service; 3rd) Data Science and Business Intelligence - Advice from reputable Data Scientists around the world; and plus, the book: The Official Dictionary for Internet, Computer, ERP, CRM, UX, Analytics, Big Data, Customer Experience, Call Center, Digital Marketing and Telecommunication: The Vocabulary of One New Digital World
Customer Experience 3 0
DOWNLOAD eBooks
Author : John A. Goodman
language : en
Publisher: HarperChristian + ORM
Release Date : 2014-08-12
Customer Experience 3 0 written by John A. Goodman and has been published by HarperChristian + ORM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-08-12 with Technology & Engineering categories.
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.
The Customer Experience Edge Technology And Techniques For Delivering An Enduring Profitable And Positive Experience To Your Customers
DOWNLOAD eBooks
Author : Reza Soudagar
language : en
Publisher: McGraw Hill Professional
Release Date : 2011-10-28
The Customer Experience Edge Technology And Techniques For Delivering An Enduring Profitable And Positive Experience To Your Customers written by Reza Soudagar and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-10-28 with Business & Economics categories.
“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 innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks—foundational and disruptive technologies. These are the authors’ main fields of expertise, and these are what make the customer experience profitable. The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to: Develop products and services that are highly valued by customers Form bonds that keep clients from turning to competitors Transform customers into your best advocates It’s a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.
Strategic Customer Service
DOWNLOAD eBooks
Author : John Goodman
language : en
Publisher: AMACOM
Release Date : 2019-02-05
Strategic Customer Service written by John Goodman and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-02-05 with Business & Economics categories.
Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Strategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to: Gather and analyze customer feedback Empower employees to fix problems Track your impact on revenue Generate sensational word of mouth Tap opportunities to cross-sell and up-sell Strategic Customer Service draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach you how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line. Why settle for passive service? Make a business case for ramping up operations—and get the tools for making it pay off. Transform customer service into a strategic function, and reap benefits far exceeding investments.
Improve Your Customer Experience
DOWNLOAD eBooks
Author : Les Riley
language : en
Publisher:
Release Date : 2020-07-08
Improve Your Customer Experience written by Les Riley and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-07-08 with categories.
Introducing the most effective techniques for transforming negative customer experiences into positive success stories.Do your customer service skills leave something to be desired? Do customer complaints make you want to stick your fingers in your ears? Are you at a loss as to what to do when someone has a negative experience with your business and wants the whole world to know about it? Relax. Take a deep breath. And remember that your customers are your business's lifeblood. If you take care of them, they'll take care of you. So how do you get those unhappy customers on your side? In Improve Your Customer Experience, we bring customer service to the forefront and explore the benefits of unhappy customers (yes, there are benefits), how to react to them, and how to convert them. Simple persuasion tactics, customer service techniques, and compassion for their experience are all methods you'll learn about that will help you transform your customers' experience. Through the art of communication, with just a dash of negotiation, you'll be able to give even the toughest customers a reason to smile. In addition, you'll discover: The secret to effective verbal communication How to better understand your customers Why empathy matters the most in customer communications How the 80/20 rule applies to customer service What NOT to do when it comes to customer experience And much, much more! You don't have to tear your hair out when dealing with difficult customers. You can turn the situation around in a way that will benefit everyone. You just have to know the right techniques. If you're ready to transform your customer service skills to help your business reach new heights, click "add to cart."
A Ci Ncia Do Crm
DOWNLOAD eBooks
Author : Heverton Anunciação
language : pt-BR
Publisher: Heverton Anunciação
Release Date : 2023-11-17
A Ci Ncia Do Crm written by Heverton Anunciação and has been published by Heverton Anunciação this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-11-17 with Business & Economics categories.
O livro mais completo de CRM (Marketing de Relacionamento) já escrito no Brasil. O livro é dividido em três partes: 1. O Capitalismo do Cliente: apresentaremos que CRM e Experiência do Cliente não é um software que você compra, instala e já fica tudo perfeito; 2. Social CRM: como implementar uma estratégia de atendimento nas redes sociais e internet; 3. Conselhos da Elite: Reunimos dicas de profissionais de vários setores que te mostram como pensar e praticar excelência na experiência do cliente. Você entenderá toda a estratégia envolvida para empresas e carreiras que queiram realmente trabalhar com dados, mas com uma finalidade final de relacionar-se melhor com os clientes, funcionários e cidadãos. Este livro é a pesquisa e trabalhos executados pelo Heverton Anunciação em empresas nacionais e internacionais. Heverton Anunciação, fundador da Universidade do Consumidor, consultor e influenciador número 1 no mundo em CRM e Experiência do cliente. Autor de dezenas de livros e atuou em projetos para O Boticário, Citibank, Banco Original, Havaianas, Entel Chile, Clube Extra, Ademilar, Atento, Marisol, Parmalat, entre outras. Finalista do Prêmio Profissional do Ano Abradi Digitalks 2023 de profissional do ano em Experiência do Cliente. É jurado de vários prêmios para eleger os melhores cases de atendimento ao cliente no Brasil. Já palestrou em eventos como South Summit, Viasoft Connect, APASHOW, GBS Dubai, etc… Membro do conselho consultivo da maior rede mundial de profissionais de atendimento ao cliente Contact Center World. Especialista em CX do Instituto da Transformação Digital.
Strategic Customer Service
DOWNLOAD eBooks
Author : John A. Goodman
language : en
Publisher: AMACOM/American Management Association
Release Date : 2009
Strategic Customer Service written by John A. Goodman and has been published by AMACOM/American Management Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
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. The Author draws 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. 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.
Customer Satisfaction
DOWNLOAD eBooks
Author : Nigel Hill
language : en
Publisher: The Leadership Factor
Release Date : 2007
Customer Satisfaction written by Nigel Hill and has been published by The Leadership Factor this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Consumer satisfaction categories.
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.