About this item
With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that ...customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away. Customer Experience 3.0 provides firsthand guidance on what works, what doesn't - and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to: design and deliver flawless services and products while setting honest customer expectations; create and implement an effective customer access strategy; capture and leverage the voice of the customer to set priorities and improve products, services and marketing; and use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction.
About the Author
Mr. Goodman graduated from Carnegie Mellon University with a B.S. in chemical engineering. He received an M.B.A. from Harvard Graduate School of Business Administration in 1971. Upon graduation from Harvard, Mr. Goodman worked at the Environmental Protection Agency, supervising part of the Environmental Impact Statement System. He left the EPA to rejoin TARP which he co-founded in 1971.Mr. Goodman has managed more than 1,000 separate customer service studies, including TARP's White House sponsored evaluation of complaint handling practices in government and business and studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA. The American Management Association published his book, "Strategic Customer Service", in May, 2009Business Week credits Mr. Goodman's research for creation of the GE Answer Center, the original customer satisfaction contact center, as well as instigation of service initiatives at American Express, Coors and Toyota in the 1980s.Clients have included USAA, Allstate, Nationwide Insurance, The Museum of Modern Art, The USO, IBM, The Mayo Health System, Baylor Health System, University of Pennsylvania Hospital, Hyundai, Humana, J&J, Merck, ServiceMaster, Cathy Pacific Airways, HP, GE Capital, Apple, Legg Mason, ED Jones, American Express, Neiman Marcus, Honda, US Green Building Council, Chick Fil A, Xerox and Harley Davidson as well as Senior Executives in the US Intelligence Community.He has taught service quality and service reengineering courses at Wharton Business School's executive education program. He has appeared on "Good Morning America", the ABC Evening News, the Discovery Channel and as a panelist on the PBS show, "The Editors."
