It's Hard to be Easy: The Competitive Advantage of Clearing All Paths for Your Customers - Couverture rigide

Serbin Hopkins, Diane

 
9781955750103: It's Hard to be Easy: The Competitive Advantage of Clearing All Paths for Your Customers
Couverture rigide
ISBN 10 : 1955750106 ISBN 13 : 9781955750103
Editeur : Networlding Publishing, 2021

Synopsis

Although it's often missed in the busy-ness of business, ease is a desired and important promise organizations in any industry must consider for their customers. This book offers a "back to basics" exploration with ease at the center of what customers deserve. There are many reasons being easy is hard and this book was written to help leaders re-imagine decisions to pursue effortless experiences whenever possible.


When customers find it repeatedly difficult to interact or transact with a business, a process begins that encourages them to walk away. Being "hard" in this case involves points of friction that are deliberately or inadvertently placed before customers. Friction points can exist at any point of a customer's journey and the progression can lead to the loss of business. The Friction-Defection Progression is something to avoid at all costs. This model begins when Customers express interest, then goes downhill from Customer Friction to Customer Frustration to Customer Dissatisfaction to Customer Defection.


Diane includes insights and lessons from a variety of industries and 10 Customer Path Clearing Exercises teams can use to assess and address a commitment to improve customer ease.


This book answers the essential question: "Why in the world would any organization allow it's people, procedures or policies to impede the ability for customers to be customers?

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l?auteur

Diane S. Hopkins is a Certified Experience Economy Expert and nationally known author, speaker, marketer, innovator and experience strategist who was one of the first Chief Experience and Chief Innovation Officers in the US healthcare industry. She is CEO of ExPeers and works with companies to assess their current customer experience or innovation culture and to align the brand to the actual customer experience. She is author of Unleashing the Chief Moment Officers and Co-Author of Advice from a Patient.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Networlding Publishing
Date d'édition
2021
Langue
anglais
ISBN 10 
1955750106
ISBN 13 
9781955750103
Reliure
Relié
Nombre de pages
142
Coordonnées du fabricant
non disponible
Personne responsable
non disponible