Customer Experience 3.0
High-Profit Strategies in the Age of Techno Service
$35.07
- Paperback
256 pages
- Release Date
7 February 2023
Summary
The classic guide to delivering best-in-class customer experience, now completely revised and updated!
With momentous revolutions in both technology and customer attitudes, AI and digital transactions now constitute the bulk of customer transactions. But customers still demand humans when things go wrong and studies show that yelling and threats are becoming the norm. Great execution, including by digital, can produce strong delight and positive word of mouth. The challenge is defin…
Book Details
| ISBN-13: | 9781400231072 |
|---|---|
| ISBN-10: | 1400231078 |
| Author: | John Goodman |
| Publisher: | HarperCollins Focus |
| Imprint: | Amacom |
| Format: | Paperback |
| Number of Pages: | 256 |
| Release Date: | 7 February 2023 |
| Weight: | 317g |
| Dimensions: | 229mm x 152mm x 18mm |
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About The Author
John Goodman
John Goodman (Arlington, VA) is vice chairman of Customer Care Measurement and Consulting, and co-founder of TARP Worldwide. He 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.
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