Human Experience, John Sills

Name: Human Experience, John Sills
Brand: Bloomsbury USA
SKU: 9781399401739
Price: 87.96 RON
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Cod : 9781399401739

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The essential guide to creating a successful organization by making things easier, better and more straightforward for your customers. Across all sectors, organizations'''' fixation with functionality have meant that the ''''human'''' elements of the customer''''s experience have become neglected. Strict processes and automated procedures have created organizations full of people who aren''''t allowed to act in a ''''human'''' way. As a result, and despite these new technologies, customers are no more satisfied than they were a decade ago (according to the Institute of Customer Service) and, according to Edelman, they now trust big organizations even less than they did in the past. In The Human Experience, John Sills draws upon extensive research and illustrative case studies to explain that the emotional experience is just as important as the functional one, and, if done right, will create a more efficient business. He also demonstrates that the customer experience is not just the responsibility of front-line employees, but shared across the company, from the CEO operating as the spokesperson of the business to the programmers developing a seamless and welcoming user interface. Whether you''''re a well-established incumbent or an early-stage start-up, on either end of your product or service is a human. Packed full of practical advice and engaging case studies, The Human Experience is the ultimate guide to creating a culture and an experience with humanity at its heart, helping to develop a customer base that will stay with an organization, and a company that will grow in an increasingly efficient way.

RRP* 121,00Lei

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RRP* 121⁰⁰ Lei

Descriere

The essential guide to creating a successful organization by making things easier, better and more straightforward for your customers. Across all sectors, organizations' fixation with functionality have meant that the 'human' elements of the customer's experience have become neglected. Strict processes and automated procedures have created organizations full of people who aren't allowed to act in a 'human' way. As a result, and despite these new technologies, customers are no more satisfied than they were a decade ago (according to the Institute of Customer Service) and, according to Edelman, they now trust big organizations even less than they did in the past. In The Human Experience, John Sills draws upon extensive research and illustrative case studies to explain that the emotional experience is just as important as the functional one, and, if done right, will create a more efficient business. He also demonstrates that the customer experience is not just the responsibility of front-line employees, but shared across the company, from the CEO operating as the spokesperson of the business to the programmers developing a seamless and welcoming user interface. Whether you're a well-established incumbent or an early-stage start-up, on either end of your product or service is a human. Packed full of practical advice and engaging case studies, The Human Experience is the ultimate guide to creating a culture and an experience with humanity at its heart, helping to develop a customer base that will stay with an organization, and a company that will grow in an increasingly efficient way.

Specificatii

Anul publicarii	2023
ISBN	9781399401739
Format coperta	Brosata
Numar pagini	225
Limba	Engleză
Domeniul	Business, economie și finanțe
Autor	John Sills
De aceeasi editura	Bloomsbury USA
CM	21629
DS	MEGA/1
Goodreads	https://www.goodreads.com/search?q=9781399401739
Dimensiuni	Height: 9.1 Inches, Length: 5.999988 Inches, Weight: 1.14 Pounds, Width: 0.7 Inches