- Outlines six golden rules for maximizing customer satisfaction
- Provides a toolbox of techniques for developing a successful customer relations strategy
- Presents a comprehensive overview of the impact the digital revolution has had on customer relations and what the current issues are
- Featuring real-world examples from companies such as Starbucks, L'Oreal, Lego and Sephora.
- Explains how best to work with both humans and technology to deliver a winning customer experience
Think Human
The Customer Experience Revolution in the Digital Age
Maximize customer satisfaction by transforming your customer relations into a key strategic resource, learning how to effectively utilize technology as well as the human touch to create a winning customer experience.
Key features at a glance
Temporarily Unavailable
EAN: 9781398614529
Edition: 1
Published:
Format: 234x156
224 pages
About the book
In an increasingly competitive and digitalized world where experience reins supreme, Olivier Duha highlights the radical evolution of customer relations and outlines six golden rules to maximize customer satisfaction.
Advocating for the importance of the human factor assisted by technology in the digital age of customer relations, this book explores the impact of the digital revolution on brands, their shift from being product-focused to customer-focused and provides strategies for how brands can succeed in the battle for the customer. By developing customer relations teams that value the role of the human being augmented by technology, you can put technology at the service of humans and take control to create valuable customer experiences. Drawing on over two decades of experience developing Webhelp into a leading global provider of game-changing customer journeys, Duha shows you how to develop your customer relations team into a key strategic resource for growth.
About the authors
Olivier Duha is the CEO and co-founder of Webhelp, a leading global provider of IT solutions and customer experience management services. Prior to founding Webhelp, he worked Bain & Company and served on the advisory council on strategy and mergers and acquisitions for LEK Consulting. He also served as President and Vice President of CroissancePlus from 2009 to 2013. Based in Brussels, Belgium, he is a member of the Mouvement des Entreprises de France (MEDEF), France's largest employer's federation.
A great summary of the challenges companies face when trying to deliver an outstanding customer experience combined with practical ideas on how to address them. A must-read for anyone who has to decide where to invest precious resources in CX, and a timely reminder about the importance of humans in the delivery of exceptional customer experiences.
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