Your customer rules! delivering the Me2B experiences that today's customers demand
What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips'and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balan...
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| Format: | eBook |
| Language: | English |
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San Francisco, CA
Jossey-Bass, A Wiley Brand
2015
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| Edition: | First edition |
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| Collection: | O'Reilly - Collection details see MPG.ReNa |
Table of Contents:
- Includes bibliographical references and index
- Good Stories: Caring by SharingYou Let Me Design It; Bad Stories: Cutting the Customer Out; Good Stories: DIY Everything; Why "You Give Me Choices" Is So Important; Meet the Challenge: You Give Me Choices; Pay Attention to Changes in Customer Behaviors and Needs; Leave Customer Feedback Open-Ended; Add Options; Make Choice Work; Chapter 4 You Make It Easy for Me; You Make It Easy for Me to Buy from You; Bad Stories: Keep Me Grounded on Every Ticket; Good Stories: Simpler Is Better; You Allow Me to Use Your Product or Service Without Contacting You
- Cover; Title Page; Copyright; Contents; Preface; Chapter 1 From B2C to Me2B; What Used to Work, Doesn't Work Anymore; Welcome to the Me2B World: Now Your Customer Rules!; Back to Fundamentals in the Me2B Era; What Drives Me2B Leaders; The Foundations of Me2B Success; Chapter 2 You Know Me, You Remember Me; You Know Me Everywhere and All the Time; Bad Stories: Fractured Communication; Good Stories: The 360-Degree View; You Never Ask What You Already Know; Bad Stories: Putting the Customer to Work; Good Stories: Personalized Experiences; You Know My Preferences
- Bad Stories: Forced ConversationsGood Stories: Fast Transactions; You Predict My Needs Intelligently; Bad Stories: Slow Learners; Good Stories: Winning Entertainment; You Know Me and Mine; Bad Stories: Limited Recognition; Good Stories: VIP Treatment; You Know When I Don't Want to Be Known; Bad Stories: Privacy Breach; Good Stories: Opting Out; Why "You Know Me, You Remember Me" Is So Important; Meet the Challenge: You Know Me, You Remember Me; Integrate Technology; Integrate Processes; Integrate Across the Organization; Make Sure Knowledge Travels Across Channels and Tools
- Bad Stories: Software Bumps and Backlog BumpsGood Stories: Solving Problems Before They Happen; You Let Me Make the Process Easy for Me; Bad Stories: Tuned to the Wrong Channel; Good Stories: Intelligent Design; You Don't Make Me Have to Learn How to Navigate Your Organization; Bad Stories: Customer-Facing Complexity; Good Stories: Putting the Customer First; You Get It Right for Me the First Time-or If Not, You Fix It Once and for All; Bad Stories: Twenty-Seven Contacts; Good Stories: Melting Snowballs and Handling Complexity; You Don't Ask Me About My Effort; Bad Stories: Surveys of Doom
- Develop a Design PhilosophyChapter 3 You Give Me Choices; You Let Me Choose "What" and "How Much"; Bad Stories: Limited Information and the Danger of Spam; Good Stories: Guided Selection; You Let Me Decide How and Where I Do Things; Bad Stories: Unintended Consequences; Good Stories: Service on the Customers' Terms; I Can Do It on My Time; Bad Stories: Phony Support; Good Stories: 24/7 Convenience; You Give Me the Advice That I Need, When I Need It; Bad Stories: Hidden Availability, Limited Info; Good Stories: Virtual Guides; I Get to Control with Whom I Work; Bad Stories: Failure to Delegate