Clienti al centro. Reinventare il business nell'era della customer experience
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In Libreria
Sinossi
La customer experience non è altro che il modo in cui i clienti percepiscono ogni loro interazione con l'azienda: è un propulsore fondamentale del business. Sulla base di quattordici anni di ricerche condotte dagli esperti di Forrester Research, questo libro traccia una road map completa per aggiudicarsi il vantaggio nella customer experience. A iniziare dall'ecosistema della customer experience, un framework che mette in luce come le responsabilità non siano solo dei dipendenti a contatto con il pubblico, come la forza vendita, ma anche di chi lavora dietro le quinte - come contabili, legali e programmatori - e delle normative, dei processi e delle tecnologie che usiamo ogni giorno. Identificare e risolvere questi problemi vi aiuterà a incrementare le vendite e ridurre i costi. "Clienti al centro" vi insegnerà a padroneggiare le sei discipline della customer experience: strategia, conoscenza del cliente, progettazione, misurazione, governance e cultura.
- ISBN:
- Casa Editrice:
- Pagine: 276
- Data di uscita: 01-11-2012
Recensioni
I bought this book years ago but finally picked it up recently to read it. I've spent nearly my entire career as a customer service geek and knew that Forrester had mountains of great research on the topic of service, and more importantly over the last decade, customer experience. Outside In was a g Leggi tutto
An odd combination of (1) good, energetic writing, (2) a few very interesting models (3) lousy examples. Over and over again, I said "reall? That's an example of creating good service?"
This was a book I read for work, and I have to say it inspired a lot of ideas, which is probably the best metric for a this kind of book. The idea of approaching business from a customer's viewpoint seems obvious, but is fairly novel in the workplace. My company is taking baby steps in this directio Leggi tutto
This was a very good book about the benefits of focusing on and improving the customer experience. I like how Manning goes through the six disciplines of customer experience: Strategy, Customer Understanding, Design, Measurement, Governance, and Culture in a systematic way. He helps you understand t Leggi tutto
The premise seems almost too simple: the only way to survive and thrive in any business is to put customers at the center of your entire business model. But what does that mean? How do you do that differently from the competition? And does it ensure success? Well, if done properly, it will all but gu Leggi tutto
Useful book to help give a framework to Customer Experience management. Six disciplines of CXM: 1) Strategy - this defines the intended customer experience. This isn't one-size-fits-all. Wal-Mart's intended customer experience is very different than that of the Apple Store. 2) Customer Understanding Leggi tutto
I am a customer, so I know what they want. Right? Wrong. You are just one customer out of many your company has, hence thinking that you know what your customer wants is an inside - out approach. And knowing what your customer wants - is the preferred - outside in approach. It's not one practice, it' Leggi tutto
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