| Description |
1 online resource |
| Contents |
Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences; Contents; Foreword; Preface; Introduction; Data; Design; Culture; 1: Disruption and Business Success; 2: People Drive Change, Technology Enables; Technology Game Changers; Build People Relationships, Not Technology Products; Rules For Engaged, Customer-Focused Businesses; How to Be a Good Listener; Communal Enterprise-Rise of Reed's Law; 3: Why Social Matters to Every Business; Why Social?; "Social Media: Creator or Destroyer?"; Social Can Change Everything; Using Social; Social Payback |
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Social for Customer ServiceBluewolf's Social Payback; Building a Social Culture in Your Organization; Tip #1:; Tip #2:; Tip #3:; Make It Easy; Light the Way; Iterate and Refine; Building an External Social Presence; Benefits of Building a Social Culture; Social Media ROI; 4: Rethinking Employee Engagement; Unifying a Diverse Team; Workers Matter to Success; Employee Engagement (or Lack Thereof) and Productivity; Understanding Employee Culture-Critical to Business Success; Case for Employee Engagement; Employee-Facing Initiatives; Employee Heaven or Pressure Cooker |
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Creating a High-Energy, Customer-Aware, Employee-Driven WorkplaceSuper Chicken; Strategies to Improve the Employee Experience; Employee Engagement Has a Direct Impact on Your Profitability; 5: Customer Engagement Defined; Customer Engagement; Customer Experience 101; How Customers Buy; Changing the Historical Mind-Set; Feeding Data into UX Design; Get Personal; Art of the Possible; 6: How to Win the Talent War; Attrition: Curse or Blessing; Ascend; Management Academy; Dashboards; Agile and Elastic; Work-Life Balance; Technical Skills; Conclusion: Drastically Competitive Job Market |
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7: Gender Diversity Isn't a Plus, It's a Business ImperativeState of Diversity Today; Economic Case for Gender Diversity; Organizational Benefits of Gender Diversity; Why We Are Drawn to the Familiar; Employee Turnover; Improve Access to Target Markets; Enhance Reputation; Men Benefit, Too; Increase Innovation; Unconscious Bias and Its Effects on Gender Diversity; Strategies to Overcome Gender Bias; How to Achieve Gender Diversity in Your Organization; 8: Right Time, Right Moment, Right Channel; Bridging Customer Service and Social; Communities; Call Centers Still Matter |
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Customer Service Excellence, Not Case Management9: Turning Data into Action; The Challenge of Data; Data Integration/Migration/Quality-A Salesforce Recap; Data Silos/Democratization; What You Can Do Now; Mobile and IOT; Executive Action; 10: How Good Design Creates Seamless Experiences; Design; Simplicity; Convergence of Data, Design, and Culture; Power of Storytelling; Mobile; 11: Digital Marketing: Standing Out in the Sea of Sameness; Marketing: Crash Course; Importance of Brand; The Customer Journey; Marketing Campaigns (or, How You Structure and Measure Your Marketing Initiatives) |
| Summary |
Leverage the cloud into competitive advantage through optimized customer experience Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC report shows that it accounts for less than three percent of total IT spending; why are so many companies neglecting such an enormous asset' This book provides a high-level overview of how the cloud can give you a competitive advantage. You'll learn how to integrate cloud technology into sound customer experience strategy to achieve unprecedented levels of success. More than just a state-of-the-field assessment, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization. You'll examine the many factors that influence the customer experience, and emerge with the insight to fine-tune your approach using the power of the cloud. What kind of advantage is your company leaving on the table' This book guides you through the key drivers of customer success to help you optimize your approach and leverage the future of global technology.-Learn the keys to competitive advantage in the digital era -Gain insight into each element that affects customer experience -Harness the power of the cloud to achieve customer success -Follow a prescriptive framework for optimizing customer experience We are in the golden age of IT innovation, but the majority of companies haven't even adopted cloud technology, much less begun to utilize its full business capabilities. Jump into the gap now, and reap the benefits as other struggle to catch up. Customer Obsessed gives you the guidance you need to achieve sustainable success in today's digital world |
| Bibliography |
Includes bibliographical references and index |
| Notes |
Online resource; title from PDF title page (EBSCO, viewed October 5, 2016) |
| Subject |
Selling -- Computer programs.
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Organizational change.
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Consumer behavior.
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Cloud computing.
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BUSINESS & ECONOMICS -- Industrial Management.
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BUSINESS & ECONOMICS -- Management.
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BUSINESS & ECONOMICS -- Management Science.
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BUSINESS & ECONOMICS -- Organizational Behavior.
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Cloud computing
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Consumer behavior
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Organizational change
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Selling -- Computer programs
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| Form |
Electronic book
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| ISBN |
9781119326045 |
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1119326044 |
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9781119326069 |
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1119326060 |
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