Everand Logo

Welcome to Everand!

  • Discover millions of ebooks, audiobooks, and so much more with a free trial

    Only $11.99/month after trial. Cancel anytime.

    Unavailable
    Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service
    Unavailable
    Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service
    Unavailable
    Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service
    Ebook361 pages4 hours

    Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service

    By John Goodman

    4/5

    ()

    Currently unavailable

    Currently unavailable

    About this ebook

    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.

    LanguageEnglish
    PublisherThomas Nelson
    Release dateAug 12, 2014
    ISBN9780814433898
    Unavailable
    Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service
    Author

    John Goodman

    John Goodman(Arlington, VA) is vice chairman of Customer Care Measurement and Consulting, and co-founder of TARP Worldwide and has managed more than 1,000 separate customer service studies sponsored by Coca-Cola USA. His clients have included Allstate, Nationwide Insurance, The Museum of Modern Art, IBM, The Mayo Health System, Hyundai, Humana, Johnson & Johnson, Merck, ServiceMaster, HP, GE Capital, Apple, Legg Mason, American Express, Neiman Marcus, Honda, US Green Building Council, Chick Fil A, and Harley Davidson.

    Read more from John Goodman

    Related to Customer Experience 3.0

    Related ebooks

    E-Commerce For You

    View More
    View More

    Related podcast episodes

    Related articles

    • Article

      10 Elements of B2B Value

      Mar 29, 2018

      10 Elements of B2B Value
      8 min read

    • Article

      How To Lead The Market In CX

      Feb 11, 2018

      Great customer experiences don’t happen by accident. They require a vision, a plan and flawless cross functional execution. In Avanade’s ‘Is your customer experience making an impact or not?’ this plan is broken down into a three-step ‘CX Trek’ of di

      3 min read

    • Article

      How To Beat Price-focused Competitors

      Apr 22, 2019

      SO YOU’VE GOT a good share of your market. Your business is ticking along nicely, revenue is increasing, and profit is too. You’re feeling pretty great about your success so far. Then along comes an overseas competitor, with big buying power, a hefty

      2 min read

    • Article

      How Are You Measuring Your CX?

      Jan 16, 2020

      BUSINESSES ALL over the world are starting to figure out that happy customers grow businesses – and that customer experience (CX) is key to making those customers happy. But for many, the challenge is how to measure that customer experience. After al

      2 min read

    • Article

      The Future Of Martech

      Dec 8, 2021

      ACCESSING ACCURATE CUSTOMER DATA HAS BECOME A POWERFUL TOOL FOR MARKETERS AS THEY ENGAGE CUSTOMERS AT A MORE PERSONAL LEVEL. HOW ARE YOU ANTICIPATING THIS NEED FOR DATA WILL GROW IN THE NEXT FIVE YEARS? AND WHAT’S THE CORRELATION WITH OVERALL ROI? Br

      2 min read

    • Article

      Sell Like a Human

      Mar 29, 2017

      Sell Like a Human
      1 min read

    • Article

      Customer-centric From Its Core

      Sep 16, 2018

      What’s been the biggest change you have seen in your career? I think one of the biggest things I am seeing recently is data becoming more and more important in how businesses operate and how they deliver customer experiences. Even a few years ago whe

      2 min read

    • Article

      Incentivising Great CX: Myths Busted

      Aug 12, 2018

      Firms that want to compete on customer experience (CX) often fall prey to the dazzling allure of ‘shortcuts’. But relying on these simplistic approaches for improving CX makes customer experiences worse. A good example is the question of whether to t

      2 min read

    • Article

      4 Deploy Stronger Value Propositions Within A Sales Organisation Maturity Framework

      Jun 30, 2021

      ThinkSales' Sales Organisation Maturity Framework Mature Sales Organisations are built on a state of optimisation that is agile and iterative. This is the path they follow. • Your Sales Organisation has not defined a ‘value-led’ proposition. In clien

      2 min read

    • Article

      Engagement To Empowerment

      Apr 14, 2024

      Engagement To Empowerment
      5 min read

    • Article

      In Trust We Grow

      Mar 23, 2020

      Seamless CX is often highlighted as the key to delivering an organisation’s success. In today’s globalised marketplace, however, the issue of ‘trust’ plays a far more critical role. An erosion of trust creates a barrier preventing many organisations

      4 min read

    • Article

      Winning New Clients

      Dec 24, 2020

      Winning New Clients
      3 min read

    • Article

      The Business Tornado Era

      Jun 26, 2019

      Disruptive forces are simultaneously converging on every company across all industries, B2C and B2B, creating the perfect storm for your company. What are these forces and are you and your organisation equipped for this tornado? Fact 1: Due to the I

      2 min read

    Reviews for Customer Experience 3.0

    4/5

    3 ratings0 reviews

    What did you think?

    Tap to rate

    Review must be at least 10 words