In Demand, in Command - Grant, Philip
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A comprehensive, insightful and practical guide to transforming your customer value and costs of service. Great, you're in demand! You have a brilliant product, excellent services, and competitive pricing. But that only gets you a seat at the table. If you really want to stay ahead of the game and be in command of a modern, always-connected world, you need a winning digital customer experience strategy. In Demand, in Command is essential to anyone that considers the growth, allegiance, and advocacy of customers at lower operating costs as paramount. Increasingly, there is a need to stand out…mehr

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Produktbeschreibung
A comprehensive, insightful and practical guide to transforming your customer value and costs of service. Great, you're in demand! You have a brilliant product, excellent services, and competitive pricing. But that only gets you a seat at the table. If you really want to stay ahead of the game and be in command of a modern, always-connected world, you need a winning digital customer experience strategy. In Demand, in Command is essential to anyone that considers the growth, allegiance, and advocacy of customers at lower operating costs as paramount. Increasingly, there is a need to stand out from the crowd and not be easily imitated by others. This book gives you immediate access to shrewd, insightful and comprehensible advice on customer strategy, digital optimisation and organisational transformation. Packed with thought-leading expertise, proven 'how to' techniques, and real-life experiences, it enables you to accelerate improvements in your customer insight, service performance, business margins and competitiveness. In Demand, in Command is as much about the people and processes that drive your desired business growth, as it is about digital technologies. Put simply - if you sell to, or serve the public in any shape or form, this book is a must for you.
Autorenporträt
Philip Grant is an independent business and operations management consultant specialising in helping companies serve their customers better, leaner, and smarter through digital optimisation and business transformation. Formerly, Philip was director of customer operations at the telecoms and media arm of Arthur D. Little - Contactica, and Head of Customer Relations (South East) at British Telecom (BT). Recently, Philip has specialised in the future business design of large-scale public sector organisational and IT digital transformation programmes. Focussing on improving clients' service effectiveness whilst meeting stringent central government business efficiency targets - the 'Digital by Default' agenda. Philip is previously the author of the internationally selling telecoms expert handbook 'Achieving Excellent Customer Relationships', published in 2002. For the majority of Philip's working life, he has been involved within the telecommunications, financial services, utilities and public sectors (over forty years and still counting!). These engagements have encompassed various senior customer operations leadership positions and complex enterprise-wide transformational programme delivery roles, with national and multi-national blue-chip service provider organisations, worldwide. These companies include household names such as British Telecom, IBM, American Express, Arthur D Little, Cisco Systems, and Nortel Networks. Philip's extensive client engagements have enabled him to transform a breadth and depth of customer contact management, service delivery operations, and change management initiatives in the UK, continental Europe, Asia-Pacific, southern Africa and North America. Underpinning all these client engagements is a natural passion for delivering superior customer experiences and service excellence. To augment Philip's extensive business transformation expertise, Tony Grant (MSc) came on board to impart his award-winning digital marketing expertise. Currently, he is head of global optimisation at Informa Middle East based in Dubai, UAE. Together, this father and son business partnership provides a compelling customer-experience management capability fit for a future-relevant digital age.