No More Customer Friction - Couverture rigide

Ross Shafer

Couverture rigide

ISBN 10 : 0692860630 ISBN 13 : 9780692860632

Editeur : LSC Communications Book Group, 2017

Synopsis

This is a proven blueprint for raising customer scores in the on-demand economy. The breakthrough method does NOT focus on WOWing customers but rather eliminating the POW moments in every transaction. As a customer coach Ross Shafer has developed a systematic approach to raising customer engagement scores that works with CES, CSAT, CX, VOC, and NPS metrics. Any organization can learn this within minutes because the language is simple and the program works every time. The core principles of this method is understanding the goal of this system is to eliminate disappointments and failures. Customers interpret less disappointments as less friction and more convenience. A friction-free experience for the customer is what generates loyalty...NOT delighting the customers with imaginative discounts or gifts. Get this book for every employee and you'll see your customer culture change within days.

Détails de l'édition

• Éditeur: LSC Communications Book Group
• Date d'édition: 2017
• Langue: anglais
• ISBN 10: 0692860630
• ISBN 13: 9780692860632
• Reliure: Gebundene Ausgabe
• Numéro d'édition: 1
• Nombre de pages: 104
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible