Digital Customer Service : Transforming Customer Experience for an On-Screen World
DeLisi, Rick
Digital Customer Service : Transforming Customer Experience for an On-Screen World Rick DeLisi, Dan Michaeli - 1 recurso en línea
Incluye índice
"This book describes how the digital transformation of Customer Service at both an operational and cultural level is happening at some companies right now--and why customers love it. Digital customer service is turning out to be easier, more cost-effective, and more personally rewarding than most would have expected--even within legacy companies that were founded 50 or 100 years ago. Digital Customer Service explains how every service interaction can and should happen right on the customer's own screen?any screen?including phone calls, chat, and self-service. The transformational result is happier customers, lower customer service costs, and higher profit. This book provides leaders in Customer Service, Customer Experience, and other customer-facing functions with new tools, frameworks, and guidance that will help them serve their customers in ways that are fundamentally different. As people have become increasingly digital-first in the way they live, so must the companies who serve them."--
9781119842064 9781119842071
2021024442
Servicio al cliente
HF5415.5 / .D46 2021 EB
Digital Customer Service : Transforming Customer Experience for an On-Screen World Rick DeLisi, Dan Michaeli - 1 recurso en línea
Incluye índice
"This book describes how the digital transformation of Customer Service at both an operational and cultural level is happening at some companies right now--and why customers love it. Digital customer service is turning out to be easier, more cost-effective, and more personally rewarding than most would have expected--even within legacy companies that were founded 50 or 100 years ago. Digital Customer Service explains how every service interaction can and should happen right on the customer's own screen?any screen?including phone calls, chat, and self-service. The transformational result is happier customers, lower customer service costs, and higher profit. This book provides leaders in Customer Service, Customer Experience, and other customer-facing functions with new tools, frameworks, and guidance that will help them serve their customers in ways that are fundamentally different. As people have become increasingly digital-first in the way they live, so must the companies who serve them."--
9781119842064 9781119842071
2021024442
Servicio al cliente
HF5415.5 / .D46 2021 EB