About this item
Highlights
- 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.
- About the Author: RICK DELISI has been researching customer service and customer experience for the past two decades.
- 256 Pages
- Business + Money Management, Customer Relations
Description
About the Book
"This book describes how the digital transformation of Customer Service at both an operational and cultural level is happening at some companies right now--and why customers love it. Digital customer service is turning out to be easier, more cost-effective, and more personally rewarding than most would have expected--even within legacy companies that were founded 50 or 100 years ago. Digital Customer Service explains how every service interaction can and should happen right on the customer's own screen?any screen?including phone calls, chat, and self-service. The transformational result is happier customers, lower customer service costs, and higher profit. This book provides leaders in Customer Service, Customer Experience, and other customer-facing functions with new tools, frameworks, and guidance that will help them serve their customers in ways that are fundamentally different. As people have become increasingly digital-first in the way they live, so must the companies who serve them."--Book Synopsis
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.
From the Back Cover
In Digital Customer Service: Transforming Customer Experience for an On-Screen World, Rick DeLisi and Dan Michaeli deliver an insightful and comprehensive exploration of the ongoing digital transformation of customer service. This book reveals why every service interaction should happen on the customer's own screen--whether that's a mobile device, laptop, or desktop computer--even in situations where a customer needs to talk with a company representative.
Detailing the operational and cultural changes taking place at leading companies worldwide, the authors explain why both service leaders and customers have come to love the freedom of Digital Customer Service interactions. They also illustrate how this new form of customer service has become more economically efficient, more rewarding and easier to implement than many had expected.
Inside are new tools, frameworks and guidance that will reshape your strategy for serving customers who have come to expect digital-first interactions. You'll learn how to create amazing digital experiences that will increase customer loyalty while also driving down the cost of service. And when you do, who wins? Everyone.
Ideal for customer service and customer experience professionals as well as C-suite executives, Digital Customer Service will earn a place in the libraries of every business leader who recognizes the need to fundamentally change the way their organization interacts with customers in a digital world.
About the Author
RICK DELISI has been researching customer service and customer experience for the past two decades. He is the co-author of the bestselling book The Effortless Experience, and has written several pieces published in the Harvard Business Review. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting.
DAN MICHAELI is CEO and Co-Founder of Glia, the New York-based technology company that has become an industry leader in Digital Customer Service. The Glia platform helps businesses reinvent how they support customers in a digital world. He is an award-winning speaker who has been a contributor to numerous publications including Forbes.