Voiceless Customer: Why Customers Leave

May 30, 2017|
Voiceless Customer: Why Customers Leave by Fabiola Corvera-Stimeling
$23.34
Hardcover
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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.

Dr. Fabiola Corvera-Stimeling has more than fifteen years of international experience in all aspects of customer retention, customer experience, value co-creation, and service innovation. She has a proven track record helping Fortune 100 companies across industries with customer retention strategies when value creation is challenged by...
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Title:Voiceless Customer: Why Customers Leave
Format:Hardcover
Product dimensions:154 pages, 9 X 6 X 0.5 in
Shipping dimensions:154 pages, 9 X 6 X 0.5 in
Published:May 30, 2017
Publisher:Cocentrum Publishing LLC
Language:English
Appropriate for ages:All ages
ISBN - 13:9780998906300

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