Dieser Band widmet sich Themen zum Customer Experience Management und bietet anhand von Best-Practice-Beispielen unterschiedlichster Branchen, Fallstudien und empirischen Untersuchungen einen umfassenden UEberblick. Im Zeitalter des Kunden werden auf Dauer nur die Unternehmen erfolgreich sein, die ihren Kunden aussergewoehnliche Erlebnisse und einen uberlegenen Nutzen bieten. Hierbei ist es wichtig, das Verhalten und die Erwartungen von Kunden so gut wie moeglich zu verstehen und entlang von Customer Journeys und Touchpoints zu gestalten. Die Beitrage zeigen Ansatze, Hintergrunde und Konzepte, wie Unternehmen das Customer Expericence Management effektiv einsetzen koennen.

Andreas Weber vermittelt Unternehmern und Managern die uberlebenswichtige Facette der Digitalisierung mithilfe eines selbst entwickelten Modells. In dessen Mittelpunkt steht der Mensch: der Kunde im Fokus einer veranderten Wertschoepfungskette, die Mitarbeiter mit Ihrem Engagement, ihrer Kreativitat und Wandlungsfahigkeit und last not least die Fuhrungskrafte als deren Vorbilder und Befahiger sowie als strategische Pioniere. Daten sind der Treibstoff, ihre Integration ist das Geschaft. Nur eine kundenzentrierte Supply Chain ermoeglicht unternehmerisches Wachstum und garantiert den unternehmerischen Fortbestand. Ansprechende Grafiken erlautern die eingangige Darstellung Schritt fur Schritt. Sie eroeffnet dem Leser den Ausblick auf die kommenden funf Jahre, in denen sich entscheidet, wer am Markt uberlebt. Das Buch ist Weckruf und Ansporn, endlich digital zu handeln, um den Unternehmenserfolg zu sichern und zu steigern.

This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as "uninformed," "rude," "hot-tempered," "uncaring"? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it's too late.

Dieser Sammelband stellt innovative Methoden, Konzepte und Werkzeuge zur Transformation klassischer Dienstleistungen zu sogenannten "Smart Services" vor. Durch Digitalisierung, Individualisierung und Kundenzentrierung entstehen flexible und zukunftsweisende Modelle, die branchenubergreifend als Schlussel zu erfolgreichen Dienstleistungsinnovationen zu nutzen sind. Zahlreiche Beispiele verdeutlichen die Leistungsfahigkeit und die praktische Umsetzbarkeit der Smart Services als wesentliche Komponente neuer Geschaftsmodelle.

The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also through providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value Co-Creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. The book concludes with approaches to unlock these capabilities-and further boost value Co-Creation. This second edition includes new and updated examples of technology-enabled innovations that provide unprecedented flexibility in service process design and continue to transform how service providers and customers co-produce services. At the same time, readers will see how these innovations can have important-and sometimes surprising-impacts on the nature of the benefit and cost tradeoffs and synergies that determine value Co-Creation.

"I highly recommend reading this book " -Tony Hsieh, CEO, Zappos.com

Lots of businesses are respected, but only an elite few have passionate, loyal, vocal fans. The kind of customers who not only come back time and time again, but rave to friends, family, and even strangers. The kind who can drive explosive growth via e-mail, blogs, Facebook, and Twitter. Jeanne Bliss is an expert on what it takes to earn that kind of customer.

Bliss has studied and worked with many beloved companies, from longtime successes like Wegmans and Harley-Davidson to relatively new companies like Zappos and The Container Store. They all make the same five fundamental choices. Their reward: an army of fans who say things like, "I'd marry them if I could," and "I love you more than my dog "

Modern consumers are being bombarded with information from every angle. They can't absorb it all and, consequently, tune-out large portions of the information. Therefore, in order to gain their full attention, firms must find ways to surprise them during transactions. They must spawn mental script deviations for them. Research indicates that these script deviations can cement their loyalty. Therefore, Surprise! The Secret to Customer Loyalty in the Service Sector details how to create a surprise culture in a service firm. Any owner or manager competing in one of the many service sectors would benefit from implementing the information contained within these pages.

The breakthrough selling method that converts leads into customers, customers into repeat customers, and repeat customers into lifelong relationships

Salespeople too often approach selling as a transaction instead of a relationship--going in with the intention to sell rather than to build a relationship. Use the lessons in "Contagious Selling" to put relationships first--and sales will inevitably follow.

"Contagious Selling" provides the tools for captivating even the toughest customers and then cultivating genuine relationships through the power of being contagious. A leading expert on persuading and motivating others, David Rich presents his powerful new method for attracting, connecting with, and maintaining buyers. Inside, he teaches you how to Get prospects to feel as if they've known you their whole lives Use voice modulation and body language to instantly connect with anybody Sell yourself without sounding self-serving Manage the transition from captivation to cultivation Make your customers "competition proof"

This is the most authoritative and complete guide to planning, implementing, measuring, and optimizing world-class supply chain order fulfillment and customer service processes. Straight from the Council of Supply Chain Management Professionals (CSCMP), it brings together up-to-the-minute knowledge and best practices for all facets of order fulfillment and customer service process management, from initial customer inquiry through post sales service and support. CSCMP and contributor Stanley Fawcett introduce crucial concepts ranging from customer order cycles to available-to-promise and supply chain RFID to global order capture networks. The Definitive Guide to Order Fulfillment and Customer Service imparts a deep understanding of each crucial process, helping readers optimize your most important customer contacts.Coverage includes: * Basic concepts of order fulfillment and customer service, and their essential roles in meeting customer expectations * Key elements and processes in order fulfillment and customer service, and interactions amongst them * Principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes * The critical role of technology in managing order fulfillment and customer service processes * Requirements and challenges of global order fulfillment and customer service processes * Best practices for assessing the performance of order fulfillment and customer service processes using standard metrics and frameworks For all supply chain and operations managers, students, and other business professionals and decision-makers who are concerned with order fulfillment or customer service.

Songwriter Dave Carroll wasn't the first person abused by an airline's customer service. But he was the first to show how one person, armed with creativity, some friends, $150 and the Internet, could turn an entire industry upside down. United Airlines had broken Dave's guitar after his luggage had been checked on one fateful day. After eight months of pestering the airline for compensation, Dave turned to his best tool - songwriting - and vowed to create a YouTube video about the incident that he hoped would garner a million views in one year. Four days after launching, the first million people had watched 'United Breaks Guitars'. United stock went down 10 percent, shedding $180 million in value; and Dave appeared on television to tell his story. United relented. And throughout the business world, people began to realise that 'efficient' but inhuman customer-service policies had an unseen cost - brand destruction by frustrated, creative and socially connected customers. United Breaks Guitars has become a textbook example of the new relationship between companies and their customers, and has demonstrated the power of one voice in the age of social media. It has become a benchmark in the customer-service and music industries, as well as branding and social media circles. Today, more than 150 million people are familiar with this story. In this fascinating book, Dave will tell you how he developed the 'just do it' philosophy that made him the ideal man to take on a big company, what it felt like to be in the center of the media frenzy, and how he's taken his talents and become a sought-after songwriter and public speaker. And businesspeople will also learn how companies should change their policies and address social-media uprisings. Since Dave's story came to light, nothing has been the same - for consumers, musicians or business. Whether you are a guitarist, a baggage handler or a boardroom executive, this book will entertain you and remind you that we are all connected... that each of us matters, and that we all have a voice worth hearing.

The "New York Times" and "Wall Street Journal" bestseller

The new secret to driving LOYALTY THAT PAYS

Once revolutionary, loyalty programs designed to differentiate products quickly became commoditized. And yet, billions of dollars are still spent every year on programs that are doomed to fail. These programs, it turns out, don't inspire long-term loyalty. Once a better deal comes along, customers will gladly defect. Can you blame them?

Silicon Valley start-up Bunchball, the pioneer and innovator in gamification, is light years ahead when it comes to the concept of loyalty--and using it to drive business profits and growth. Focusing not only on customer loyalty, but also the loyalty of employees and partners, Bunchball combines behavioral economics, big data, social media, and gamification to inspire loyalty that lasts--from everyone involved in the success of a business.

Now, in "Loyalty 3.0," Bunchball founder Rajat Paharia reveals how you can use these same techniques to seize the competitive edge for your business.

Paharia shows you how to create a system powered by human motivation and digital technology that creates ongoing, persistent engagement among customers, employees, and partners. "Loyalty 3.0" arms you with everything you need to know in order to build a loyalty and engagement program that drives a sustainable advantage for your business, including: The building blocks of motivation, big data, and gamification necessary for creating a powerful strategy that drives long-term loyalty Case studies from today's most innovative companies that are already driving customer engagement, learning and skill development, and employee motivation with "Loyalty 3.0" methods Step-by-step guidance on how to plan, design, build, and optimize your program

Now is the time to abandon your traditional loyalty programs and start taking all your stakeholders seriously--so they will take your company seriously.

"Loyalty 3.0" is the game-changing leap you've been waiting for. When you create true loyalty among customers, employees, and business partners, you will generate a sustainable competitive advantage and win in your industry.

Praise for "Loyalty 3.0"

"Relationships are the single greatest asset for all organizations. Relationships with customers, relationships with employees, relationships with partners. In "Loyalty 3.0, Rajat Paharia reveals the new science of relationship building through big data and gamification."" --TIM BROWN, CEO, IDEO

""Loyalty 3.0 is filled with major insights and does a brilliant job of grounding the reader in fundamental concepts around motivation, big data, and gamification--building on these concepts through real-world case studies that bring the combinations to life. It finishes with actionable ideas and next steps that enable you to test and operationalize these ideas in your own workplace and personal life."" -- BRAD SMITH, CEO, Intuit

""A fascinating insight into how companies are exploiting big data."" -- MARK READ, CEO, WPP Digital

""Rajat pioneered the business use of big data and game mechanics to transform the customer experience. A decade before anyone else, he saw that the same techniques that video game designers had used for years--fast feedback, badges, competition, goals, and leveling up--were also incredibly powerful for motivating behavior outside of games, and an industry was born. This book shares his secrets."" -- CLARA SHIH, CEO of Hearsay Social, author of The Facebook Era, and board member at Starbucks

""Rajat Paharia comprehensively explains how to create loyalty in the modern world full of data and connectivity. If you want to learn how to motivate and inspire employees, you must read this book."" -- DAVE KERPEN, New York Times bestselling author of Likeable Social Media and Likeable Business

""In this powerful and groundbreaking book, Rajat Paharia clearly demonstrates how big data, motivation, and gamification can be utilized to create true engagement and loyalty. We believe Loyalty 3.0 will be a game changer for our associates and guests."" -- RAY BENNETT, Chief Lodging Services Officer, Marriott International

""The journey to Loyalty 3.0 is real. Rajat's vision shows why right time relevancy and context will transform how organizations engage with customers and truly craft relationships.""---R. RAY WANG, Principal Analyst and CEO at Constellation Research

""Adoption is a critical component when creating an exceptional customer experience or smarter workforce, and gamification has proven to be a powerful driver for success. The insights Rajat shares in Loyalty 3.0 will help guide the next wave of deeper relationships across the enterprise.""---SANDY CARTER, IBM Vice President, Social Business Evangelism and Sales

Customer service is vital to a profitable business. Learn why customer service can make you more profit, win you more customers, and get your existing customers to spend more. This book takes you step-by-step the key elements of excellent customer service, and show you how your business can improve now and how to get your customers coming back for more.

Brindar excelente atencion al cliente significa la mayor de las oportunidades de realizacion personal y profesional, sobre todo cuando lo hacemos con un sentido artistico. En esta ocasion, Juan Carlos Jimenez nos ofrece consejos y practicas especificas para asumir y disfrutar la posibilidad de influir de manera positiva en nuestros clientes, y con ello nutrir nuestra estima y enaltecer la imagen que tenemos de nosotros mismos. El requisito indispensable: es una decision personal. Atender clientes artisticamente nos invita ademas a interpretar como "cliente" a todas las personas con quienes nos relacionamos en todos los ambitos, y nos propone una nocion de "negocio" que trasciende lo monetario o lo comercial. La productividad, la competitividad y las mejoras del clima laboral de empresas y organizaciones son una consecuencia logica de la calidad de las relaciones entre sus integrantes (clientes). Y es en este sentido que la atencion artistica es "un negocio sin desperdicio" para tu vida profesional y personal, en favor de tu empresa, tu familia y la sociedad. Dice Francisco Andres en el epilogo de este libro: "Al ejercitar las recomendaciones practicas que hace Juan Carlos, sentiras mayor entusiasmo profesional y una transformacion profunda de tus circunstancias. Encontraras razones adicionales de alegria en tu trabajo y una genuina motivacion en muchos otros aspectos de tu vida cotidiana."

The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. "The Customer Service Survival Kit "explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: - The power of leaning into criticism - Trigger phrases that can make bad situations worse - The secret to helping people feel deeply heard in a crisis - How to use the divide-and-conquer approach to safely deliver bad news - Indispensable problem-solving tools - How to become immune to intimidation - How to wrap up transactions so that customers are happy - And more Best yet, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with ANY customer--the key to radical improvements in every organization.

In this book, nine librarians from across the country describe their libraries' best practices in this key area. Their contributions range from all-encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user-focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers. As past Public Library Association President Audra Caplan writes in her introduction to this book, "There is nothing magical about providing excellent customer service; it just takes the right people, the right philosophy and the passion to make it a reality." If you've got all that, here are the best practices to make stellar customer service a reality for your library's users.

Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant--but knowing the right words to use can make all the difference." " " " "Powerful Phrases for Effective Customer Service" shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations. Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers.

"This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It's more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You've spent way too much time reading this endorsement. Read the book instead. It's so worth it."
--Paul Greenberg, author of "CRM at the Speed of Light"

"To differentiate yourself and delight your customers, you must manage your customers' experience with your goods or services, and your company. This invaluable book will show you why you must do this, and how to do it well."
--Henry Chesbrough, author of "Open Innovation" and Professor at the Haas School of Business, University of California Berkeley

"Technology advances are raising the human expectation of what an experience with a company can and should be. Finally, a book has been written that combines behavioral psychological, micro-economic, and technological considerations defining the customer experience edge."
--Paul D'Alessandro, Partner, PricewaterhouseCoopers

"As we move from Customer Experience 1.0 to Customer Experience 2.0, organizations and practitioners need a solid blueprint for success. Reza, Vinay, and Volker have created a clear and concise guide based on global best practices and proven principles. If you are ready to transform your organization, start by reading this book."
--Lior Arussy, President, Strativity Group, and author of "Customer Experience Strategy"

""The Customer Experience Edge" is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified, or simply baked into business plans to improve or deliver an exceptional customer experience."
--Deb Dexter, Customer Service Director, Cardinal Health

About the Book:

Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail--the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back--and that sets you apart from the competition. You need to seize "The Customer Experience Edge."

Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks--foundational and disruptive technologies. These are the authors' main fields of expertise, and these are what make the customer experience profitable.

"The Customer Experience Edge" explains how to combine strategy, leadership, organizational change, and technology to: Develop products and services that are highly valued by customers Form bonds that keep clients from turning to competitors Transform customers into your best advocates

It's a new world of business, and customers are keenly aware that their loyalty is valuable currency. "The Customer Experience Edge" gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.

Menschen haben sich schon immer bewegt und haben allezeit kommuniziert. Moderne Kommunikationstechnologien des mobilen Internets erm glichen nun erstmals, dass diese beiden fundamentalen Besch ftigungen von Menschen gleichzeitig stattfinden k nnen. Diese M glichkeit wird auch f r Unternehmen eine besondere Rolle in der Kundenkommunikation und dem Kundenbeziehungsmanagement, dem Customer Relationship Management (CRM), einnehmen und zu einer grundlegend ver nderten Ausgestaltung und Bewertung von Beziehungen zwischen Unternehmen und Kunden f hren. Ziel der Arbeit ist es daher, ein umfassendes mobile Customer Relationship Management (mCRM) zu entwickeln, das die Mobilit t der Kunden und die M glichkeiten der mobilen Kommunikation fest in die operative T tigkeit am Endkunden in Unternehmen einbindet. Schwerpunkte liegen dabei in der genauen Beschreibung eines sinnvollem Verst ndnisses des mobilen Internets, der neuartigen Nutzung von Aufenthaltsdaten, Kundenkosten der mobilen Kommunikation und der Nutzung des mobilen Internets im Sinne des CRM f r ein modernes Marketing, im Vertrieb und im Service. Dabei wird gezeigt, dass der Einsatz der in dieser Arbeit aufgezeigten Ma nahmen im mCRM keine optionale Aufgabe ist. Vielmehr macht der Einsatz einer CRM-Strategie die Einbeziehung des mobilen Internets langfristig zwingend notwendig. Nur mit dem vorangehend beschriebenen mCRM werden Unternehmen erreichen k nnen, dass das mobile Internet auch in Zukunft durch ein always on" und nicht durch mostly off" gepr gt ist und die Unternehmen mit ihren Kunden f r beide Seiten Nutzen stiftend mobil interagieren k nnen. Diese Arbeit zeigt wie Unternehmen es schaffen, ein mCRM zu entwickeln und es f r Kunden mit Leben zu f llen."