Customer Obsessed

Customer Obsessed

A Whole Company Approach to Delivering Exceptional Customer Experiences

Berridge, Eric; Benioff, Marc

John Wiley & Sons Inc

09/2016

272

Dura

Inglês

9781119326038

15 a 20 dias

Optimize the customer experience via the cloud to gain a powerful competitive advantage Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience.

Foreword Marc Benioff v Preface ix Introduction xi Chapter 1 Disruption and Business Success 1 Chapter 2 People Drive Change, Technology Enables 13 Chapter 3 Why Social Matters to Every Business 27 Chapter 4 Rethinking Employee Engagement 55 Chapter 5 Customer Engagement Defined 73 Chapter 6 How to Win the Talent War 93 Chapter 7 Gender Diversity Isn t a Plus, It s a Business Imperative 113 Chapter 8 Right Time, Right Moment, Right Channel 135 Chapter 9 Turning Data into Action 155 Chapter 10 How Good Design Creates Seamless Experiences 181 Chapter 11 Digital Marketing: Standing Out in the Sea of Sameness 203 Final Thoughts 231 Notes 235 Acknowledgments 245 Index 247

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