Experiences Mapping The Path To Delightful Customer Service
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Experiences: Mapping The Path To Delightful Customer Service
In an ever-changing marketplace, the author guides you towards understanding the needs and expectations of today's customers. Using real-life examples and practical strategies, this book presents a step-by-step approach to creating delightful customer experiences that lead to customer satisfaction and loyalty. You'll learn the importance of empathy, communication, and personalized interactions, as well as how to anticipate and address customer desires and concerns. By exploring the intricacies of mapping the customer service journey, you'll discover how to optimize each touchpoint to provide seamless and memorable experiences. With invaluable insights into the mechanisms behind successful customer service, this book equips you with the tools needed to foster positive emotions, build trust, and exceed customer expectations.
This Is Service Design Doing
Author: Marc Stickdorn
language: en
Publisher: "O'Reilly Media, Inc."
Release Date: 2018-01-02
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
Building Great Customer Experiences
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.