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The Experience! How to Wow Your Customers and Create a Passionate Workplace |  |
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The Experience! How to Wow Your Customers and Create a Passionate Workplace | |
Have you ever imagined what impact really great customer experiences can have on a business? or have you ever been faced with trying to fix the fallout from truly dissatisfied customers? This engaging book takes you on a trip starting with the depths of "call center hell," where customer dissatisfaction builds as rapidly as employee stress and turnover.
From there the story takes you along for an up-and-down ride to uncover new and better ways of approaching customers and focusing on their concerns before all else. The Experience! follows the journey of Joseph Jacobs, a frustrated call center manager who is trying to deliver better service to customers despite a highly unmotivated staff. As he struggles to find his way, he discovers hidden secrets about delivering the most outrageously pleasing customer experiences by empowering his staff to be passionate about their work.
This book provides practical approaches that you can implement immediately. The lessons learned include: treat others as you want to be treated and keep customers excited-if you provide them with a great experience, then they will have no reason to go elsewhere!
作者简介 Lior Arussy is vice president of global marketing at Nice System, responsible for strategy development and marketing activities worldwide. The company provides contact centers and customer experience management technology solutions to 3500 customers worldwide, including 55 of the Fortune 100 companies.In his position at NICE, Mr. Arussy initiated, launched, and developed the innovative customer experience management strategy. This new strategy received enthusiastic reviews by leading market authorities including SolomonSmithBarney, Lehman Brothers, CIBC, Datamonitor, and Peppers and Rogers Group. Currently, more than 15 competing companies have adopted this strategy and are touting it to customers.As the creator of customer experience management, Mr. Arussy delivers dozens of lectures both to companies and to industry trade conferences. These speeches reach thousands of customers every year. In addition, he has frequently been interviewed by the press to elucidate his innovative strategy.
编辑推荐 Review
"...a cautionary tale for the transition companies must make to turn cost-based 'call centers' into profit-building 'contact centers." -- Martha Rogers, Partner, Peppers and Rogers Group, and co-author, The One to One Fieldbook
"...a rare combination... a visionary approach focused around the customer experience, coupled with pragmatic lessons." -- Katrina Howell, Program Leader, Contact Center Technologies Research, Frost & Sullivan
"A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop." -- Jerry Vass, author of Soft Selling in the Hard World
"Lior Arussy gets it... how, in our world of oversaturated interruptions, trust and true customer support are the ultimate differentiators." -- Bob Rosenschein, CEO, Atomica
..".turn your cost-based 'call centers' into profit-building 'contact centers.' A must-read for customer service professionals and their bosses."
Every page contains something that all business people--whether sole proprietors or executives in a multinational company--need to know." -- Ron Moritz, CEO, Moritz Technology Corporation, and Former Senior Vice President and Chief Technical Officer, Symantec Corporation
