Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service

by John A. Goodman

Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right.

Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right.

Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how

Design and deliver flawless services and products while setting honest customer expectationsCreate and implement an effective customer access strategyCapture and leverage the voice of the customer to set priorities and improve products, services and marketingUse CRM systems, cutting-edge metrics, and other tools to deliver customer satisfactionCompanies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball.

Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.

Genres: Business, Design, Management

250 pages, Kindle Edition

First published August 12, 2014

About the author

John A. Goodman, a highly regarded customer experience expert, has consulted with over 40 of the Fortune 100 companies and is author of Strategic Customer Service. He cofounded the consulting firm Tom Peters once called “perhaps America's premier customer service research firm,” and directs the biannual National Rage Study, which tracks customer experience in the market.

Reviews

[Sarah Chambers · Rating 3 out of 5]

Read this book on the basis of John's extensive experience and a recommendation I stumbled across online. While there are a few gems of ideas (particularly on calculating ROI and feedback costs), the book isn't well written. Multiple examples are given with "an insurance company I worked with" or "a study I once completed" where the author requests us to simply take him at his word, with no actual research presented.

Definitely worth the read, but take it with a grain of salt!

[Ana Claudia Santos-Cortez · Rating 5 out of 5]

Best work-related book reading experience I've had in my professional life.

A complete handbook that combines the perfect amount of theory on the relevance of Customer Experience in nowadays businesses with practical examples on which metrics (and data needs) to utilise in order to proof Customer Experience value as worthy of the financial investment, based on its expected return.

Language is appropriate for both beginners and more advanced levels of knowledge on this domain.
I'd say the book is a must-have for everyone that works directly (or at a certain degree) with customers.

[Alfredo Zorrilla · Rating 5 out of 5]

Excelente y completo libro

Contiene toda la teoría necesaria para empezar a trabajar el tema de manera correcta, además de la forma práctica de establecer métricas y realizar las mediciones, para sustentar el avance y mejoras producidos.

Todos aquellos que deseen conocer y mejorar la Experiencia de sus Clientes con su empresa deberían leer esto.