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  • ปฏิวัติตัวเอง
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    Your customers are expecting seamless customer service experiences. You can't afford to give them anything less.
Your customers are expecting seamless customer service experiences. You can't afford to give them anything less.
TOC:
  • Intro
  • Title
  • Copyright
  • Contents
  • Foreword
  • Introduction: Why Customer Experience 3.0?
  • Section One: The Customer and the Implications of Customer Experience
  • Section Two: Designing the End-to-End Customer Experience
  • Section Three: Key Issues of Implementation
  • Section One The Customer and the Implications of Customer Experience
  • 1 Why Good Service Might Not Result in a Great Experience
  • Understanding Customer Expectations
  • No Unpleasant Surprises
  • Identifying Sources of Customer Dissatisfaction and Uncertainty
  • No News Is Not Necessarily Good News
  • Why Your Current CE Is Leaving Huge Amounts of Money on the Table
  • Leveraging Technology for a Great Customer Experience
  • Eliminating Unpleasant Surprises
  • Getting Started: Questions to Ask Yourself About Moving Your Company Out of Complacency
  • Key Takeaways
  • 2 More Than People: Customer Experience = People + Process + Technology
  • Delivering a Great Customer Experience: A Four-Part Framework
  • Applying Technology During Each Phase of the CE Framework
  • Metrics to Measure and Manage Customer Experience Effectiveness
  • Getting Started: Questions to Ask Yourself About Your Existing CE
  • Key Takeaways
  • 3 Jump-Starting Action by Quantifying the Revenue Cost of Inaction
  • Why Executives Believe a Great CE Is More Costly Than a Good CE
  • Measuring the Revenue Impact of a Great CE
  • Calculating the Top-Line Payoff of an Improved CE
  • Quantifying the Savings of a Great CE
  • Convincing the CFO
  • Picking Your Battles
  • Getting Started: Questions to Ask Yourself About Your Business Case for CE
  • Key Takeaways
  • Section Two Designing the End-to-End Customer Experience
  • 4 Do It Right the First Time (DIRFT)
  • DIRFT: The Essential Steps
  • Building a Flexible, Customer-Focused Culture That Delivers DIRFT
  • DIRFT with Flexibility.
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  • หลักการพื้นฐานของการโค้ช
Book

    "Companies succeeding in the digital era have done so not just because of their technology but also because of their understanding of what it takes to build an organization in a digital age. From building a culture of digital DNA to an understanding of what's required to succeed in new business models. Given we no longer sell products or deliver on services, the world of digital requires us to focus on experiences and outcomes. We move from selling products to keeping brand promises. Organizations usually react to change by denying, delaying, and disparaging. But that's a recipe for failure. As with past transformations, organizations must prepare to move ahead of these social, organizational, and technology shifts or be left behind as digital business disruption becomes a necessity. Ray Wang provides a different approach-at once, insightful and practical. By observing the march of technological progress over the past few decades, Wang analyzes the trends that businesses must pay attention and how they should react to them. Those trends, when taken seriously, require a new way of thinking about business"-- Includes index.
"Companies succeeding in the digital era have done so not just because of their technology but also because of their understanding of what it takes to build an organization in a digital age. From building a culture of digital DNA to an understanding of what's required to succeed in new business models. Given we no longer sell products or deliver on services, the world of digital requires us to focus on experiences and outcomes. We move from selling products to keeping brand promises. Organizations usually react to change by denying, delaying, and disparaging. But that's a recipe for failure. As with past transformations, organizations must prepare to move ahead of these social, organizational, and technology shifts or be left behind as digital business disruption becomes a necessity. Ray Wang provides a different approach-at once, insightful and practical. By observing the march of technological progress over the past few decades, Wang analyzes the trends that businesses must pay attention and how they should react to them. Those trends, when taken seriously, require a new way of thinking about business"--
Note: Includes index.
Book

    แปลจากเรื่อง "Management tips"
Note: แปลจากเรื่อง "Management tips"
Book

Book

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  • เหตุผลที่คนจากซัมซุงเป็นที่ต้องการ หน้า 4-59