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Digital Customer Service - Transforming Customer Experience for An On-Screen World

Name: Digital Customer Service - Transforming Customer Experience for An On-Screen World
Brand: John Wiley & Sons Inc
SKU: 9781119841906
Price: 22.4 EUR
Availability: InStock

Autor: Rick DeLisi, Dan Michaeli

Jazyk:

Väzba: Pevná

Vydavateľ: John Wiley & Sons Inc

Dostupnosť: Skladom u dodávateľa

Odosielame za 9-15 dní

22.40 €

Digital Customer Service is the new standard for creating a 5-star customer experienceAs much as tec...

Informácie o knihe

Autor

Rick DeLisi, Dan Michaeli

Jazyk

Angličtina

Väzba

Kniha - Pevná

Vydalo

2021

Stránok

256

EAN

9781119841906

ISBN

1119841909

Enbook ID

35748760

Vydavateľ

John Wiley & Sons Inc

Hmotnosť

530

Rozmery

235 x 160 x 22

Kompletný popis

Digital Customer Service is the new standard for creating a 5-star customer experienceAs 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.