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.
Автор: Brewer Edward C., Holmes Terence L. Название: Better Customer Service: All I Need to Know about Great Customer Service I Learned in Kindergarten ISBN: 0367757370 ISBN-13(EAN): 9780367757373 Издательство: Taylor&Francis Рейтинг: Цена: 148010.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This readable and concise research-based book discusses seven simple rules that will help businesses and individuals improve their customer satisfaction and workplace environments - and make the world a little better and more pleasant.
Автор: Draj Fozard Название: From Mindless to Mindful: How to Create Memorable Service Experiences ISBN: 1554831393 ISBN-13(EAN): 9781554831395 Издательство: Gazelle Book Services Рейтинг: Цена: 0.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: How did a former bank executive and a child from a car wash cross paths to discover a shared passion for crafting memorable customer experiences? The book answers this question while weaving together their lessons learned over two vastly different careers. Their stories are real and compelling -- they transcend boundaries between industries, the nature of businesses, and generational gaps. In todays global marketplace, products and pricing are becoming less distinguishable. Organisations are discovering that great customer service is no longer enough -- it takes more. This book will sharpen your focus on what really matters to the people who grow your business. You will gain fresh insights on building a culture where delivering memorable customer experiences is in the heart and mind of every manager and employee.
Автор: Michelli, Joseph Название: New gold standard ISBN: 0071548335 ISBN-13(EAN): 9780071548335 Издательство: McGraw-Hill Рейтинг: Цена: 25150.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: When it comes to quality, style, and service, The Ritz-Carlton Hotel Company has set the gold standard for delivering the highest level of customer experience. This book features the five key principles behind The Ritz-Carlton Hotel Company`s success and customer service innovations. It is intended for executives and managers at all levels.
Автор: Robert Spector Название: The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization ISBN: 0471702862 ISBN-13(EAN): 9780471702863 Издательство: Wiley Рейтинг: Цена: 15830.00 T Наличие на складе: 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.
This is the kind of book that you don't read once; you read it forever.-Jay Baer, president of Convince and Convert and author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers
Social media has changed customer service forever. It has shifted power from brands to consumers, requiring a different way of thinking about customer engagement.
Dan Gingiss has interviewed dozens of business leaders on his podcast, Focus on Customer Service. From those conversations and his own real-world experience at multiple Fortune 300 companies, Gingiss has developed a series of best practices called "8 Steps to Winning at Social Customer Care."
Learn how to:
navigate social media's growing role in the overall customer experience
develop your own Social Customer Care Philosophy
decide which technology provider fits with your company
recruit and train a stellar team of social customer service agents
establish a scalable process, including crisis management and proactive customer service
integrate Social Customer Care with the rest of your business
Gingiss gives you an invaluable glimpse at how top brands are "winning" at customer service in social media, and provides the tools for you to do the same at your company.
Автор: Geoff Ramm Название: Celebrity Service Superstars: Memorable experiences that will light up your business and excite your customers ISBN: 1912300370 ISBN-13(EAN): 9781912300372 Издательство: Gazelle Book Services Рейтинг: Цена: 21430.00 T Наличие на складе: Поставка под заказ. Описание: Geoff Ramm has a passion for incredible customer service.
In this book, hes hand-picked THE most original, unique and quirky examples of creative customer experiences that are guaranteed to inspire you and your team to outperform, outmanoeuvre and stand head and shoulders above the competition.
This is the book that your competitors wish they had, its your ticket to service superstardom and its going to reveal to you:
The gap in your service that you never knew existed.
Smart techniques to help you generate clever experiences of your own.
Simple, cost-effective ideas and touches that will mean the world to your customers.
Fun, fresh and exciting new perspectives that will inject your entire team with enthusiasm.
Fantastic ideas and inspiring stories that will get you spectacular results.
Why not join Geoff on this highly enjoyable, eye-opening and rewarding customer service journey around the world? He-ll introduce you to some of the amazing people hes met who have discovered extraordinary ways to deliver world-class experiences, and he-ll show you how you can use their strategies to make your own brand unforgettable, your business unmissable and your customers coming back for more.
So, are you ready to become a true Celebrity Service Superstar?Great! Its time to get started on getting people talking-¦about you!
-Entertaining and thought-provoking! Geoff Ramms knowledge and insight will reshape the way you think about customer service- - Heather McNamee, Area General Manager, Frasers Hospitality UK
Автор: Vanhamme, Jo?lle Название: Memorable Customer Experiences ISBN: 0566088681 ISBN-13(EAN): 9780566088681 Издательство: Taylor&Francis Рейтинг: Цена: 91860.00 T Наличие на складе: Нет в наличии.
Название: Managing customer experiences in an omnichannel world ISBN: 1800433891 ISBN-13(EAN): 9781800433892 Издательство: Emerald Рейтинг: Цена: 107050.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Managing Customer Experiences in an Omnichannel World explores how organizations integrating both the physical and virtual environments for consumers will enable them to effectively manage the customer experience.
Автор: Crawley Don R. Название: The 5 Principles of IT Customer Service Success ISBN: 0983660778 ISBN-13(EAN): 9780983660774 Издательство: Неизвестно Рейтинг: Цена: 9190.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Steeds meer mensen ondervinden dat projectmanagement in een transitie terecht is gekomen. Van oudsher bekende en op zichzelf goede methoden en technieken zijn tegen hun grenzen aangelopen. Nieuwe inzichten en aanpakken winnen terrein. Geen wonder dat ook de inhoud en het nut van bestaande instituties op het gebied van projectmanagement, zoals vak- en certificeringsorganisaties meer en meer ter discussie worden gesteld. Ervaren projectmanagers beschouwen de uitgedijde methoden en technieken en de strakke certificeringen steeds meer als een keurslijf in plaats van als nuttige hulpmiddelen.Niet alleen projectmanagers hebben er last van. Ook lijnmanagers van grote organisaties kampen met het probleem. Velen zien om zich heen dat projecten niet naar wens verlopen, terwijl medewerkers toch volgens de voorgeschreven opgelegde procedures lijken te handelen. Het is alsof managers en medewerkers hun gezonde verstand thuislaten en procedures laten regeren over hun professionele handelen zonder oog te hebben voor de gevolgen ervan. Daarnaast zien we dat in de praktijk nieuwe aanpakken gretig worden omarmd als de heilige graal, zonder rekening te houden met de enorme omslag die dat betekent, niet alleen voor de directbetrokkenen maar zelfs voor de hele organisatie. Het risico is niet denkbeeldig dat de introductie van de nieuwe aanpak het werken in projecten verder bemoeilijkt en dat we zo het kind met het badwater weggooien.Transitie van projectmanagement betekent ook transitie voor de projectmanager. Daarom vonden we het hoog tijd een boek te schrijven voor deze projectmanager in transitie dat een nieuwe richting voor het vak aangeeft. In dit boek verkennen of beschrijven we een aantal belangrijke aspecten van die transitie. Zes auteurs hebben ieder een of meer hoofdstukken voor hun rekening genomen.Het eerste hoofdstuk analyseert de oorsprong van de begrippen `project` en `projectmanagement` en maakt duidelijk dat de huidige visies op het vak een doodlopende weg in dreigen te slaan. Het vervolghoofdstuk brengt een aantal stromingen in de projectmanagementwereld tot anno 2017 in beeld en slaat een brug tussen de projecten en organisaties.Hoofdstuk 3 stelt dat projectmanagementmethoden en projectmanagers ten onrechte zo veel mogelijk emoties en irrationaliteit negeren. We kunnen maar beter onder ogen zien dat ze een onlosmakelijk aspect zijn van ieder project en leren daarmee om te gaan.Een apart hoofdstuk wordt gewijd aan wicked vraagstukken, een type opgave dat kenmerken van volstrekte onvoorspelbaarheid vertoont en toch aan de orde van dag is. De bestaande projectmanagementmethoden bieden hierbij weinig houvast. Maar welke aanpak werkt dan wel?In het hoofdstuk over competenties en competentieontwikkeling staat de competentie-ontwikkeling van de projectmanager, zijn waarden en drijfveren centraal. Wat zijn competenties, competentie-frameworks en welke zijn belangrijk voor mij als projectmanager? Hoe kan de projectmanager de steeds belangrijker wordende gedragscompetenties ontwikkelen? In hoeverre kan de veel gebruikte ICB 4 van IPMA daarbij helpen?In het laatste hoofdstuk wordt een aantal scenario`s beschreven voor de mogelijke ontwikkeling van de professie, gebaseerd op een aantal trends. De trends zijn door de auteurs van dit boek geselecteerd mede op basis van soms verrassende gezichtspunten van ervaren collega`s uit het veld.Door het boek heen staan inspirerende verhalen die zijn opgetekend uit de mond van projectmanagers die op zeer verschillende terreinen succesvolle projecten hebben uitgevoerd. Zowel een feest van herkenning als een bron van nieuwe inzichten.
Автор: Morgan Blake Название: The Customer of the Future: 10 Guiding Principles for Winning Tomorrow`s Business ISBN: 1400213630 ISBN-13(EAN): 9781400213634 Издательство: McGraw-Hill Рейтинг: Цена: 20580.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Learn how to adopt ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective, to keep up with the demands of the customer of the future.
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