Maximize customer satisfaction by transforming your customer relations into a key strategic resource, learning how to effectively utilize technology as well as the human touch to create a winning customer experience.
Maximize customer satisfaction by transforming your customer relations into a key strategic resource, learning how to effectively utilize technology as well as the human touch to create a winning customer experience.
Olivier Duha is the CEO and cofounder of Webhelp, a leading global provider of IT solutions and customer experience management services. Prior to founding Webhelp, Olivier worked Bain & Company and served on the advisory council on strategy and mergers and acquisitions for LEK Consulting. He also served as President and Vice President of CroissancePlus from 2009 to 2013. Based in Brussels, Belgium, he is a member of the Mouvement des Entreprises de France (MEDEF), France's largest employer's federation.
Inhaltsangabe
Chapter 00: Introduction; Section ONE: A digital coup d'état the customer becomes the new master of commerce; Chapter 01: Before the digital revolution the pre customer era; Chapter 02: The customer's copernican revolution; Chapter 03: The customer's subjectivity is the number one concern for brands; Section TWO: How to win the battle for customers; Chapter 04: Customer experience the new brand compass; Chapter 05: The keys to a successful customer journey; Chapter 06: What can you do ? a toolbox to manage customer relationships; Chapter 07: Conclusion;
Chapter 00: Introduction; Section ONE: A digital coup d'état the customer becomes the new master of commerce; Chapter 01: Before the digital revolution the pre customer era; Chapter 02: The customer's copernican revolution; Chapter 03: The customer's subjectivity is the number one concern for brands; Section TWO: How to win the battle for customers; Chapter 04: Customer experience the new brand compass; Chapter 05: The keys to a successful customer journey; Chapter 06: What can you do ? a toolbox to manage customer relationships; Chapter 07: Conclusion;
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