Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service

Customer Experience 3.0 provides firsthand guidance on what works, what doesn’t–and the revenue and word-of-mouth payoff of getting it right.

Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything nowadays, your customers are expecting you to be taking advantage of it all to strengthen their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to benefit from and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right.

Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to:

• Design and deliver flawless services and products at the same time as setting honest customer expectations
• Create and implement an effective customer access strategy
• Capture and leverage the voice of the customer to set priorities and beef up products, services and marketing
• Use CRM systems, state-of-the-art metrics, and other tools to deliver customer satisfaction

Companies who get customer service right can frequently provide seamless experiences, seeming to know what customers want even before they comprehend it themselves…at the same time as others end up staying generic, take stabs in the dead of night to take a look at and fix the problem, and end up dropping the ball.

Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.