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.
- 224 pages
- English
- ePUB (mobile friendly)
- Available on iOS & Android
eBook - ePub
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Table of contents
- List of figures and tables
- Foreword by Mathieu Laine
- Acknowledgements
- Author note
- Introduction
- PART ONE A digital coup d’état: the customer becomes the new master of commerce
- 01 Before the digital revolution: the pre-customer era
- 02 The customer’s Copernican revolution
- 03 The customer’s subjectivity is the number one concern for brands
- PART TWO How to win the battle for customers
- 04 Customer experience: the new brand compass
- 05 The keys to a successful customer journey
- 06 What can you do? A toolbox to manage customer relationships
- Conclusion
- Bibliography
- Index
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Yes, you can access Think Human by Olivier Duha in PDF and/or ePUB format, as well as other popular books in Business & Customer Relations. We have over 1.5 million books available in our catalogue for you to explore.