Описание: Three customer experience experts provide executives and senior managers with cost-effective, sustainable methods for creating a superior customer experience--which generates heightened profitability in the age of rapid information flows and expanding customer expectations.
Автор: Lafreniere, Daniel Название: Delivering fantastic customer experience ISBN: 0367346036 ISBN-13(EAN): 9780367346034 Издательство: Taylor&Francis Рейтинг: Цена: 3367.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people or installers.
Customer experience engineering applied to the engineering department is rare, but needed. Most companies keep support, UX, engineering, product, and CX separate. To address this gap, this book highlights roles and techniques that are proven to accelerate issue detection and prevention by 30% or more.
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.
What You Will Learn
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
Who This Book is For Professionals participating in the value stream of digital software engineering for the benefit of customer experiences, directly or indirectly. You may be an engineer practicing DevOps or site reliability, or you might be a product owner, UX designer, or researcher. You might be working in support and seeking for new ways to engage with your engineering teams.
Описание: A practical approach to better customer experience through service design Service Design for Business helps you transform your customer`s experience and keep them engaged through the art of intentional service design.
Автор: Doane Darryl S. Название: Excuses, Excuses, Excuses ISBN: 0874256143 ISBN-13(EAN): 9780874256147 Издательство: Неизвестно Рейтинг: Цена: 2578.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This pocket guide to Scrum is the one book for everyone who wants to learn or re-learn about Scrum. The book describes the framework as it was designed and intended, with a strong focus on the purpose to the rules and adding an historical perspective to Scrum and the Agile movement.As the balance of society keeps shifting from industrial labor to digital work, complexity and unpredictability keep increasing. The need for agility through Scrum increases equally, in and beyond software and product development.This 3rd edition of Scrum - A Pocket Guide, while introducing some changes in terminology, more than ever offers the clarity and insights on Scrum that many organizations need, more than ever. It will help people and their organizations properly shape their Scrum, regardless of their domain or business.Scrum - A Pocket Guide is an extraordinarily competent book. It flows with insight, understanding, and perception. This should be the de factostandard handout for all looking for a complete, yet clear overview ofScrum without being bothered by irrelevancies.(Ken Schwaber, Scrum co-creator) The author, Gunther Verheyen, is a seasoned Scrum practitioner (2003). He has been employing Scrum since 2003. He was partner to Ken Schwaber and Director of the Professional Scrum series at Scrum.org. He is the founder of Ullizee-Inc and engages with people and organizations as an independent Scrum Caretaker on a journey of humanizing the workplace with Scrum.
Автор: Torres, Edwin N. Название: Customer Service Marketing ISBN: 036720892X ISBN-13(EAN): 9780367208929 Издательство: Taylor&Francis Рейтинг: Цена: 19906.00 р. Наличие на складе: Поставка под заказ.
Автор: Torres, Edwin N. (rochester Institute Of Technology, Usa) Zhang, Tingting (university Of Central Florida, Usa) Название: Customer service marketing ISBN: 0367208938 ISBN-13(EAN): 9780367208936 Издательство: Taylor&Francis Рейтинг: Цена: 6123.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This textbook is a comprehensive overview of customer service principles, theories, and practices. Covering classic and contemporary theories, it looks at real life applications of theory by business enterprises in various service sectors. It will be particularly useful for students in hospitality guest services and services marketing.
Автор: Cook, Sarah Название: Leading the Customer Experience ISBN: 1472447697 ISBN-13(EAN): 9781472447692 Издательство: Taylor&Francis Рейтинг: Цена: 5817.00 р. Наличие на складе: Поставка под заказ.
Автор: Cockerell, Lee Название: Customer rules ISBN: 1781251223 ISBN-13(EAN): 9781781251225 Издательство: Profile Рейтинг: Цена: 2275.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: A new "how-to" version of a customer service classic First published in 1995, The Nordstrom Way has consistently been one of the bestselling backlist books on customer service, with over 100,000 copies sold. This new book replaces The Nordstrom Way with an even more practical guide to becoming the "Nordstrom" of your industry. It is designed for customer service managers and trainers, who will find it an invaluable resource for designing their own training programs. Through training exercises, hiring questionnaires, and customer service development tools, the authors not only explain the principles of the world's best customer service company they help you implement them in your organization. The Nordstrom Way to Customer Service Excellence will help any organization focus on customer needs, follow-up, and ensure customer satisfaction in every transaction. Robert Spector (Seattle, WA) is a professional speaker and writer whose work has appeared in Women's Wear Daily, the Wall Street Journal, the New York Times, and USA Today. Patrick McCarthy (Seattle, WA) retired from Nordstrom after more than 30 years of service. He was one of the top-performing salespeople in the company.
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