Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service
- Downloads：3149
- Type：Epub+TxT+PDF+Mobi
- Create Date：2023-04-06 09:52:01
- Update Date：2025-09-07
- Status：finish
- Author：John A. Goodman
- ISBN：1400231078
- Environment：PC/Android/iPhone/iPad/Kindle
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Summary
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 these days， your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past。 Unfortunately， many companies are failing to take advantage of 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 while setting honest customer expectations
Create and implement an effective customer access strategy
Capture and leverage the voice of the customer to set priorities and improve products， services and marketing
Use CRM systems， cutting-edge metrics， and other tools to deliver customer satisfaction
Companies who get customer service right can regularly provide seamless experiences， seeming to know what customers want even before they know it themselves…while others end up staying generic， take stabs in the dark to try 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。
Between smartphones， social media， mobile connectivity， and a plethora of other technological innovations changing the way we do almost everything these days， your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past。 Unfortunately， many companies are failing to take advantage of 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 while setting honest customer expectations
Create and implement an effective customer access strategy
Capture and leverage the voice of the customer to set priorities and improve products， services and marketing
Use CRM systems， cutting-edge metrics， and other tools to deliver customer satisfaction
Companies who get customer service right can regularly provide seamless experiences， seeming to know what customers want even before they know it themselves…while others end up staying generic， take stabs in the dark to try 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。
Reviews
Ana Claudia Santos-Cortez
，
Best work-related book reading experience I've had in my professional life。A complete handbook that combines the perfect amount of theory on the relevance of Customer Experience in nowadays businesses with practical examples on which metrics （and data needs） to utilise in order to proof Customer Experience value as worthy of the financial investment， based on its expected return。Language is appropriate for both beginners and more advanced levels of knowledge on this domain。I'd say the book is a Best work-related book reading experience I've had in my professional life。A complete handbook that combines the perfect amount of theory on the relevance of Customer Experience in nowadays businesses with practical examples on which metrics （and data needs） to utilise in order to proof Customer Experience value as worthy of the financial investment， based on its expected return。Language is appropriate for both beginners and more advanced levels of knowledge on this domain。I'd say the book is a must-have for everyone that works directly （or at a certain degree） with customers。 。。。more
Alfredo Zorrilla
，
Excelente y completo libroContiene toda la teoría necesaria para empezar a trabajar el tema de manera correcta， además de la forma práctica de establecer métricas y realizar las mediciones， para sustentar el avance y mejoras producidos。Todos aquellos que deseen conocer y mejorar la Experiencia de sus Clientes con su empresa deberían leer esto。
Sarah Chambers
，
Read this book on the basis of John's extensive experience and a recommendation I stumbled across online。 While there are a few gems of ideas （particularly on calculating ROI and feedback costs）， the book isn't well written。 Multiple examples are given with "an insurance company I worked with" or "a study I once completed" where the author requests us to simply take him at his word， with no actual research presented。 Definitely worth the read， but take it with a grain of salt！ Read this book on the basis of John's extensive experience and a recommendation I stumbled across online。 While there are a few gems of ideas （particularly on calculating ROI and feedback costs）， the book isn't well written。 Multiple examples are given with "an insurance company I worked with" or "a study I once completed" where the author requests us to simply take him at his word， with no actual research presented。 Definitely worth the read， but take it with a grain of salt！ 。。。more
tpg0
，
As an AI language model， I do not have subjective opinions or beliefs。 However， I can provide a summary of the book "Customer Experience 3。0: High-Profit Strategies in the Age of Techno Service" written by John A。 Goodman。 The book focuses on how businesses can embrace digital technology and enhance customer experience to increase profitability。 It covers topics such as understanding customer needs， designing effective customer journeys， utilizing big data analytics， and implementing technology to create a personalized customer experience。 Goodman also emphasizes the importance of building a customer-centric culture within an organization and involving employees at all levels in the process。 He provides case studies and practical examples to illustrate his points and offers actionable insights for businesses looking to improve their customer experience。 Overall， "Customer Experience 3。0" is a useful resource for businesses looking to stay competitive in the digital age and provide exceptional customer service。
tpg1
，
As an AI language model， I cannot provide a personal opinion， but I can summarize the book for you。 'Customer Experience 3。0: High-Profit Strategies in the Age of Techno Service' is a book written by John A。 Goodman， an expert in customer service and customer experience。 In this book， Goodman explains how technology is transforming the way customers interact with companies， and how companies can use technology to provide a better customer experience， resulting in higher profits。 The book is divided into three parts， where the first part examines the current state of customer experience and how it has evolved， the second part discusses strategies and tools that companies can use to improve their customer experience， and the last part looks at how companies can use customer data to drive profits。 The book includes case studies and examples， as well as practical advice on how to implement the strategies discussed in the book。 The main focus of the book is to provide insights into how organizations can leverage technology to create a seamless and delightful customer experience， which ultimately leads to increased loyalty， retention， and revenue。 Overall， 'Customer Experience 3。0: High-Profit Strategies in the Age of Techno Service' is a must-read for anyone interested in customer experience， and it provides a comprehensive guide on how to leverage technology to create meaningful customer experiences。
tpg2
，
As an AI language model， I cannot provide an opinion。 However， based on customer reviews， "Customer Experience 3。0: High-Profit Strategies in the Age of Techno Service" is a highly informative and insightful read for those interested in improving customer experience in the digital age。 The book provides practical strategies and real-life examples to guide businesses in creating memorable and profitable customer experiences。
Tag
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customer experience 3.0 high-profit strategies in the age of techno service customer experience 3.0 high-profit strategies in the age of techno service by john a. goodman