Voiceless Customer Why Customers Leave Fabiola CorveraStimeling 9780998906317 Books
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The service industry is the fastest-growing industry in the world, but customer experience levels are lower than ever. To succeed, service organizations must engage in value co-creation, a process that involves customers from the very first steps of innovation. Customers determine the value of the services they receive, and businesses that ignore them pay the price in lost customers. Looking at their business through a customer lens will let business decision-makers identify where their company is failing and take steps to address the core of their customer retention problems. Drawing on her expertise in value co-creation, customer experience, and service innovation, Dr. Fabiola Corvera-Stimeling offers businesses an inside look into the problems in today’s service industry. Readers will review the fundamentals of the industry, including current definitions of terms such as service, customer experience, and value co-creation. Building on this foundation, Dr. Corvera-Stimeling identifies those firms who want to improve their customer experience but lack the know-how to do so effectively. The book identifies common problems companies face, such as lack or misinterpretation of data, communication breakdowns, and internal challenges like silo departments that make agility difficult. Voiceless Customer Why Customers Leave highlights the desired performance outcomes for both the company and the customer, and it shows organizations how to achieve them by fulfilling their customers’ needs and making their customers feel valuable. In the service industry, creating value with customers is the path to sustainable growth and innovation, and Voiceless Customer Why Customers Leave shows businesses how to get there.
Voiceless Customer Why Customers Leave Fabiola CorveraStimeling 9780998906317 Books
The Voiceless Customer provides an in-depth evaluation of why companies have poor customer retention. By pointing out that customers want to be listened to and dealt with using common sense,ease and simplicity, the author relays personal experiences and also outlines the tools to help you understand that customers do not only want an excellent product, but also seek the the service that they expect. Making the experience a customer receives memorable is important in increasing customer retention and implementing the customer service changes required will undoubtedly increase a company's retention. This is a must read for any company that is interested in increasing their customer retention and is willing to make the necessary changes to ge there.
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Tags : Voiceless Customer: Why Customers Leave [Fabiola Corvera-Stimeling] on Amazon.com. *FREE* shipping on qualifying offers. The service industry is the fastest-growing industry in the world, but customer experience levels are lower than ever. To succeed,Fabiola Corvera-Stimeling,Voiceless Customer: Why Customers Leave,Cocentrum Publishing LLC,099890631X,BUSINESS & ECONOMICS Customer Relations
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Voiceless Customer Why Customers Leave Fabiola CorveraStimeling 9780998906317 Books Reviews
This book was an excellent read and the title absolutely says it all! The books shares insights and strategies on how businesses, large or small, can include the customer in value co-creation! I enjoyed the "real-life" examples shared by Dr. Stimeling; they really helped to drive home the point. Great book that I highly recommend!
If you’re involved in customer service, and you’re scratching your head over the voiceless customer; then this read is well worth your time. You’ll find that the script is not the best part – it’s the challenge of thinking how you do things that appear between the lines; versus how things should be done that will inspire you to make some needed changes in your operation. It’s easy, understandable and worthwhile.
Denny Sand
Voiceless Customer is a great read for anyone looking to retain their customers in the service industry. This gives business leaders and decision makers the knowledge to develop a strategy around retaining their customers! Easy read with a lot of great takeaways!
Having been in the service industry for the last 38 years it is refreshing to find this "Bible" to the core of customer service. This is a must read for that true customer driven service base business. Not only does Voiceless Customer site studies and statistic's as a foundation but allows the reader to formulate a true path to PROFIT by retention of customers through outstanding customer service. A challenge worth undertaking with this road map in hand. OUTSTANDING !
What a great book to read, not only for managers, directors, executives, or business owners but also for any of us who deal with people on daily basis. This book has great daily examples that shows us how to handle them. I also saw from the other side of what it takes to give a great service and how companies can really improve on daily basis. I mean we all say there is room for improvement right )
I could relate to this book in so many levels from costumer point and companies point. So no matter what industry or level you are in highly recommend to read it. Hope you all find it exciting and helpful as i did. )
The Voiceless Customer is a great read for any company trying to improve their overall customer experience within their organization. Through personal examples, Dr. Corvera-Stimeling clearly communicates with the reader the dangers an organization can encounter by not implementing processes that focus on value co-creations between the customer and their organization. She also provides guidance on how to implement value co-creation. All levels within an organization can benefit from reading this book (frontline to executive.) I highly recommend this book to any service organization who wants to succeed in today’s marketplace.
In this age of unbundling services through Uberization and SaaS (Software as a Service) or Cloud computing models, this is a very practical read. It helped me understand value co-creation with a vocabulary for all of the many opportunities to strengthen or destroy customer relationships.
Thank you for citing and including studies and statistics. Your approach avoids the popularity of many blogs/books to unload on customer service horror stories without focusing/coaching on the places where we can make the largest improvements in our customer relationships.
I sell software as a service where annual or project-based renewals are making the retention issues critical to long term profitability/sustainability. Good read!
The Voiceless Customer provides an in-depth evaluation of why companies have poor customer retention. By pointing out that customers want to be listened to and dealt with using common sense,
ease and simplicity, the author relays personal experiences and also outlines the tools to help you understand that customers do not only want an excellent product, but also seek the the service that they expect. Making the experience a customer receives memorable is important in increasing customer retention and implementing the customer service changes required will undoubtedly increase a company's retention. This is a must read for any company that is interested in increasing their customer retention and is willing to make the necessary changes to ge there.
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