Olivier Duha

Think Human

The Customer Experience Revolution in the Digital Age

• Gebundenes Buch

Produktbeschreibung

In an increasingly competitive and digitalized world where experience reins supreme, Olivier Duha highlights the radical evolution of customer relations and outlines six golden rules to maximize customer satisfaction. Advocating for the importance of the human factor assisted by technology in the digital age of customer relations, this book explores the impact of the digital revolution on brands, their shift from being product-focused to customer-focused and provides strategies for how brands can succeed in the battle for the customer. By developing customer relations teams that value the role of the human being augmented by technology, you can put technology at the service of humans and take control to create valuable customer experiences. Drawing on over two decades of experience developing Webhelp into a leading global provider of game-changing customer journeys, Duha shows you how to develop your customer relations team into a key strategic resource for growth.

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Produktdetails

• Verlag: Kogan Page
• Seitenzahl: 224
• Erscheinungstermin: 30. Januar 2024
• Englisch
• Abmessung: 240mm x 161mm x 17mm
• Gewicht: 507g
• ISBN-13: 9781398614543
• ISBN-10: 1398614548
• Artikelnr.: 67828881

Autorenporträt

Olivier Duha

Inhaltsangabe

Chapter
00: Introduction; Section
ONE: A digital coup d'état
the customer becomes the new master of commerce; Chapter
01: Before the digital revolution
the pre
customer era; Chapter
02: The customer's copernican revolution; Chapter
03: The customer's subjectivity is the number one concern for brands; Section
TWO: How to win the battle for customers; Chapter
04: Customer experience
the new brand compass; Chapter
05: The keys to a successful customer journey; Chapter
06: What can you do ? a toolbox to manage customer relationships; Chapter
07: Conclusion;