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Digital Customer Service: Transforming Customer Experience for an On-Screen World
Digital Customer Service is the new standard for creating a 5-star customer experience
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent.
Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service--as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world.
Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities:
Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered--in our research and our first-hand experience--that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent.
Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service--as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world.
Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities:
Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered--in our research and our first-hand experience--that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.
256 pages, Hardcover
Published August 31, 2021
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Displaying 1 - 4 of 4 reviews
April 12, 2023
Most of this seemed like “no shit“ advice.
People don’t like waiting. It’s annoying to have to call someone and then spend 20 minutes on hold. People dont like soulless platitudes.
This seems calibrated towards someone who has never seen Intercom on a website or watched a how-to youtube video.
It reminded me of one of those Twitter threads where people read Wikipedia, and then copy and paste the interesting parts of the article “12 things you didn’t know about the Amazon rainforest“ except this was in book form.
Mostly a waste of time.
People don’t like waiting. It’s annoying to have to call someone and then spend 20 minutes on hold. People dont like soulless platitudes.
This seems calibrated towards someone who has never seen Intercom on a website or watched a how-to youtube video.
It reminded me of one of those Twitter threads where people read Wikipedia, and then copy and paste the interesting parts of the article “12 things you didn’t know about the Amazon rainforest“ except this was in book form.
Mostly a waste of time.
March 24, 2024
How you make the customer feel is just as important if not more than what you actually do for them.
January 16, 2022
The best book about digital customer service you'll read; no, actually, the best book about customer service you'll read.
Finally somebody who has really understood what it means to manage customer service today.
Finally somebody who has really understood what it means to manage customer service today.
October 6, 2022
Learned a lot that I'll use while we roll this strategy out!
Displaying 1 - 4 of 4 reviews