{"product_id":"digital-customer-service-transforming-customer-experience-for-an-on-screen-world-hardcover","title":"Digital Customer Service: Transforming Customer Experience for an On-Screen World - Hardcover","description":"\u003cdiv\u003e\u003cp style=\"text-align: right;\"\u003e\u003ca href=\"https:\/\/reportcopyrightinfringement.com\/\" target=\"_blank\" rel=\"nofollow\"\u003e\u003cb\u003eReport copyright infringement\u003c\/b\u003e\u003c\/a\u003e\u003c\/p\u003e\u003c\/div\u003e\u003cp\u003eby \u003cb\u003eRick Delisi\u003c\/b\u003e (Author), \u003cb\u003eDan Michaeli\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eDigital Customer Service is the new standard for creating a 5-star customer experience\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAs 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.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eDigital Customer Service: Transforming Customer Experience for an On-Screen World\u003c\/i\u003e 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.\u003c\/p\u003e \u003cp\u003eWritten for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), \u003ci\u003eDigital Customer Service\u003c\/i\u003e helps business leaders balance three critical priorities: \u003c\/p\u003e \u003cul\u003e \u003cli\u003eCreating an excellent experience for customers that increases customer loyalty and profitability\u003c\/li\u003e \u003cli\u003eDriving down the cost of Customer Service\/Support interactions, while increasing revenue through Sales interactions\u003c\/li\u003e \u003cli\u003eMoving quickly toward the goal of \"digital transformation\"\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eWe 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. \u003ci\u003eDigital Customer Service\u003c\/i\u003e provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.\u003c\/p\u003e\u003ch3\u003eFront Jacket\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eIn \u003ci\u003eDigital Customer Service: Transforming Customer Experience for an On-Screen World\u003c\/i\u003e, Rick DeLisi and Dan Michaeli deliver an insightful and comprehensive exploration of the ongoing \u003cb\u003edigital transformation of customer service.\u003c\/b\u003e This book reveals why every service interaction should happen on the \u003cb\u003ecustomer's own screen\u003c\/b\u003e--whether that's a mobile device, laptop, or desktop computer--even in situations where a customer needs to talk with a company representative.\u003c\/p\u003e \u003cp\u003eDetailing 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.\u003c\/p\u003e \u003cp\u003eInside 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? \u003cb\u003eEveryone\u003c\/b\u003e.\u003c\/p\u003e \u003cp\u003eIdeal for customer service and customer experience professionals as well as C-suite executives, \u003ci\u003eDigital Customer Service\u003c\/i\u003e 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.\u003c\/p\u003e\u003ch3\u003eBack Jacket\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eIn \u003ci\u003eDigital Customer Service: Transforming Customer Experience for an On-Screen World\u003c\/i\u003e, Rick DeLisi and Dan Michaeli deliver an insightful and comprehensive exploration of the ongoing \u003cb\u003edigital transformation of customer service\u003c\/b\u003e. This book reveals why every service interaction should happen on the \u003cb\u003ecustomer's own screen\u003c\/b\u003e--whether that's a mobile device, laptop, or desktop computer--even in situations where a customer needs to talk with a company representative. \u003c\/p\u003e\u003cp\u003eDetailing 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. \u003c\/p\u003e\u003cp\u003eInside 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? \u003cb\u003eEveryone. \u003c\/b\u003e \u003c\/p\u003e\u003cp\u003eIdeal for customer service and customer experience professionals as well as C-suite executives, \u003ci\u003eDigital Customer Service\u003c\/i\u003e 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.\u003c\/p\u003e\u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eRICK DELISI\u003c\/b\u003e has been researching customer service and customer experience for the past two decades. He is the co-author of the bestselling book \u003ci\u003eThe Effortless Experience\u003c\/i\u003e, and has written several pieces published in the \u003ci\u003eHarvard Business Review\u003c\/i\u003e. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting. \u003c\/p\u003e\u003cp\u003e\u003cb\u003eDAN MICHAELI\u003c\/b\u003e 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 \u003ci\u003eForbes\u003c\/i\u003e.\u003c\/p\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 256\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 1 x 9 x 5.9 IN\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e August 31, 2021\u003c\/div\u003e\n            ","brand":"BooksCloud","offers":[{"title":"Default Title","offer_id":52486226608435,"sku":"9781119841906","price":39.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0300\/5595\/6612\/files\/Vu6jOP1vjF9781119841906.webp?v=1759820013","url":"https:\/\/www.vysn.com\/products\/digital-customer-service-transforming-customer-experience-for-an-on-screen-world-hardcover","provider":"VYSN","version":"1.0","type":"link"}