When Digital Becomes Human: The Transformation of Customer Relationships

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9780749473235: When Digital Becomes Human: The Transformation of Customer Relationships

In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business's most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more.

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Recensione:

"Do you think customer relationships are important? Do you believe you are running a customer-focused company? Then read this book. Using a wide range of case studies and inspiring stories, it will show you how to really put the customer at the heart of everything. You will learn how to combine the digital and human dimensions to create emotional, productive customer relationships." ( Dominique Leroy, CEO, Proximus 2015-02-18)

" When Digital Becomes Human goes further than the traditional theories on customers and the future. It forces you to take the customer relationship ten steps further. It is an inspiring read for all managers serious about their relationships with their customers." ( Wiebe Draijer, CEO Rabobank 2015-02-18)

"Everyone wants to be digital, even CEOs. But it only works if you create an authentic relationship with your customers - in this digital world, personal relationships actually become more important. The link between digital and human is explored brilliantly in this book. A mustread for every modern CEO. A must-read for every old-fashioned one too." ( Marc Coucke, CEO, Omega Pharma 2015-02-18)

Descrizione del libro:

Combine the benefits of digital opportunity and service with human experience to add 'heart' to the digital experience and guarantee consumer satisfaction.

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Van Belleghem, Steven
ISBN 10: 0749473231 ISBN 13: 9780749473235
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Descrizione libro Condizione libro: New. Depending on your location, this item may ship from the US or UK. Codice libro della libreria 97807494732350000000

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Steven Van Belleghem
Editore: Kogan Page Ltd, United Kingdom (2015)
ISBN 10: 0749473231 ISBN 13: 9780749473235
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Descrizione libro Kogan Page Ltd, United Kingdom, 2015. Paperback. Condizione libro: New. 232 x 156 mm. Language: English . Brand New Book. WINNER: 2016 Chartered Management Institute Management Book of the Year - Commuter s Read Category In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn t just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business s most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more. Codice libro della libreria AAS9780749473235

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Steven Van Belleghem
Editore: Kogan Page Ltd, United Kingdom (2015)
ISBN 10: 0749473231 ISBN 13: 9780749473235
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Descrizione libro Kogan Page Ltd, United Kingdom, 2015. Paperback. Condizione libro: New. 232 x 156 mm. Language: English . Brand New Book. WINNER: 2016 Chartered Management Institute Management Book of the Year - Commuter s Read Category In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn t just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business s most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more. Codice libro della libreria AAS9780749473235

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Descrizione libro Paperback. Condizione libro: New. This item is printed on demand. Item doesn't include CD/DVD. Codice libro della libreria 7971674

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Descrizione libro Kogan Page. PAPERBACK. Condizione libro: New. 0749473231 Brand New Book. Ships from the United States. 30 Day Satisfaction Guarantee!. Codice libro della libreria 17372470

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Descrizione libro Kogan Page, 2017. Paperback. Condizione libro: New. This item is printed on demand. Codice libro della libreria 0749473231

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Descrizione libro Kogan Page Ltd. Paperback. Condizione libro: new. BRAND NEW, When Digital Becomes Human: The Transformation of Customer Relationships, Steven Van Belleghem, In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business's most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more. Codice libro della libreria B9780749473235

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Descrizione libro Kogan Page 2015-04-03, 2015. Condizione libro: New. Brand new book, sourced directly from publisher. Dispatch time is 24-48 hours from our warehouse. Book will be sent in robust, secure packaging to ensure it reaches you securely. Codice libro della libreria NU-GRD-05217376

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Descrizione libro Paperback. Condizione libro: New. 156mm x 234mm x 11mm. Paperback. WINNER: 2016 Chartered Management Institute Management Book of the Year - Commuter's Read Category In an age when customers have access to vast amounts of data about a company, its produc.Shipping may be from multiple locations in the US or from the UK, depending on stock availability. 208 pages. 0.320. Codice libro della libreria 9780749473235

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Steven Van Belleghem
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ISBN 10: 0749473231 ISBN 13: 9780749473235
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Descrizione libro Kogan Page Ltd 2015-04-03, London, 2015. paperback. Condizione libro: New. Codice libro della libreria 9780749473235

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