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Recognized as a world renowned expert in customer experience, Peppers brings to life the challenges and opportunities to improve customer relationships through practical advice and personal anecdotes. Peppers is one of
"Customers today demand a seamless experience across every interaction channel along their purchase and ownership journey. They expect it from every brand and if they don't get it, they will move on to the next best thing with a simple touch of their mobile device," said
Customer Experience: What, How and Why Now covers culture, strategy, technology, data analytics, operations and innovation with topics including:
"Every executive in sales, service or marketing today is talking about the 'customer experience' and how to improve it. But what does it mean to have a good experience, what obstacles will prevent you from delivering it, and how can you measure your success?" asks Peppers. "Managing each individual customer's experience is something technology now permits you to do. And because technology permits it, competition requires it. So whether you sell an industrial product, a consumer service, or anything in between, this book will help you from start to finish, one bite-sized idea at a time."
To order a copy of Customer Experience: What, How and Why Now, visit www.teletech.com/CustomerExperienceBook.