How to Chart a Course and Deliver Outstanding Results
(May 25, 2021, 280 pages)
Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services and technologies such as AI and mobile. Failing to build the necessary strategy, culture and processes, they suffer from high costs, dissatisfied customers and brand damage.
The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way.
What others are saying about Leading the Customer Experience
author of This Is Marketing
Author, Chief Customer Officer 2.0
Cofounder, Customer Experience Professionals Association
Head of Customer Center and External Sales/Odd Magnus Barstad
Head of Claims, If P&C Insurance (Finland, Sweden, Norway, Denmark)
Chief Wagon Officer (CEO), Radio Flyer
Succeeding in the New Era of Customer Experience
(4th Edition, August 19, 2019, 514 pages)
Contact Center Management on Fast Forward is the most widely read book on contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world. Now, this fourth edition is updated new guidance on customer expectations, omnichannel, social media, performance metrics, strategy, and much more!
What others are saying about Contact Center Management on Fast Forward
General Manager, Operations Management Division
Department of Human Services, Commonwealth of Australia
Customer Service Practice Director, UW E-Business Consortium, University of Wisconsin–Madison
Vice Chairman, Customer Care Measurement & Consulting
Vice President, Health Operations, WebMD