Digital Customer Service: Transforming Customer Experience for an On-Screen World, Delisi Rick, Michaeli Dan

Get the digital version of this book for FREE when you purchase a paperback copy

Do you know the value of exceptional customer experience?

Do you want to optimize your customer experience blueprint?

Would you like to streamline your operations with customer journey mapping?

When you read Dr. Janne Ohtonen's The 5-Star Customer Experience, you'll discover the three secrets of providing a phenomenal customer experience. This fascinating guidebook helps you understand your current level of experience - and what you can do to improve and excel

Secret 1: Create a Customer Experience Blueprint

Develop a Customer Experience Strategy that boosts revenue, profit, and customer satisfaction.

Secret 2: Map Your Customers' Journey

Learn how people interact with your business, weed out frustrations and time-sinks, and increase cost efficiency.

Secret 3: Experience Stunning Results

Take your strategy and plans into action and see your revenues grow, cost base decrease and customers smiling

With your purchase of this book, you'll also get FREE digital downloads of the author's other two books

Inside The 5-Star Customer Experience, you'll discover:

• Why innovative and constantly improving customer experience creates sustainable revenue growth
• A practical way for creating a customer experience blueprint that wows the customers and brings in the profit for the business
• How to use customer journey mapping tools, including step-by-step guides and examples with illustrations to optimize cost efficiency

"If you want to ensure long-term business success, then you will find Dr. Ohtonen's book invaluable--a must-read blueprint for putting the customer at the heart of your organization" (Marcos Moret, Managing Director).

"An awesome read. You will find yourself inspired to approach the challenge of becoming more customer-centric in a structured and methodical way" (Anthony Pearmain, Customer Experience Consultant).

"I realized how important it is that the whole company works together to achieve more customer centric approach. This is not a book to be read just by the business owners or decision makers; it is a useful book to be read by people at all organizational levels in all industries" (Jenna Heinonen, MBA).

Do the right thing for your business, your customers, and the world - Dr. Ohtonen donates part of the proceeds from every book sold to charity

This essential business guide includes practical, how-to steps for optimizing your customer service. You'll discover a wide variety of real-world case studies so you can benefit from the hard lessons experienced by other companies. By understanding, designing, and improving your customers' experiences, you can see dramatic growth in your sales and revenues

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With the author's vast experience in tech support, he has developed techniques and skills that allow engineers to gain customer insights faster and through new and insightful sources that are within their reach. You will develop a deep understanding of the impact of issues; understand and optimize the speed of the engineering feedback loop (issue resolution time); and develop the ability to calculate the cost of the issues or customer friction to the business (in aggregate and on a case-by-case basis).

Organizations can save significant money and add additional revenue by addressing customer friction proactively in collaboration with product, engineering, and site reliability engineering (SRE) functions and reduce the average time of an issue resolution by 80%.

The cross-functional leadership, mentoring, and engineering techniques you'll learn from this proactive stance are very valuable and teachable, and this book will show you the path forward.

• Gain the techniques and tools necessary to validate customer journey success in production
• Contribute to customer-centric key performance indicators (KPIs) on executive dashboards
• Create meaningful insights and data points that allowed the feedback loop to be optimized and efficient

Luxury consumers are changing - they come from all over the world, they are young and they are digital natives. How can luxury brands that have built themselves as pure physical players adapt their business model and practices to address their expectations without abandoning their luxury DNA?

Luxury Retail and Digital Management, 2^nd Edition sets focus on the major retailing challenges and customer evolutions luxury brands are facing today: the digitalisation and the emergence of the millennials and Chinese luxury consumers. These major changes have been affecting the distribution and communication channels of luxury brands; they now have to think simultaneously physical stores and e-commerce, global marketing and digital marketing.

- Defines all the tools that are necessary to manage luxury stores including analysis of location and design concept

- Explores the selection, training and motivation of the staff

- Covers everything executives, managers and retail staff need to know in order to enter, expand, understand and succeed in the world of luxury retail

Written by luxury retail experts Michel Chevalier and Michel Gutsatz, who lend their solid academic credentials and professional expertise to the subject, Luxury Retail and Digital Management, 2^nd Edition provides deep insight into the main challenges that luxury brands are facing in this digital age.