Customer Experience 3.0

Table of contents

1. Cover
2. Title
3. Copyright
4. Contents
5. Foreword
6. Introduction: Why Customer Experience 3.0?
   1. Section One: The Customer and the Implications of Customer Experience
   2. Section Two: Designing the End-to-End Customer Experience
   3. Section Three: Key Issues of Implementation
7. Section One The Customer and the Implications of Customer Experience
   1. 1 Why Good Service Might Not Result in a Great Experience
      1. Understanding Customer Expectations
      2. No Unpleasant Surprises
      3. Identifying Sources of Customer Dissatisfaction and Uncertainty
      4. No News Is Not Necessarily Good News
      5. Why Your Current CE Is Leaving Huge Amounts of Money on the Table
      6. Leveraging Technology for a Great Customer Experience
      7. Eliminating Unpleasant Surprises
      8. Getting Started: Questions to Ask Yourself About Moving Your Company Out of Complacency
      9. Key Takeaways
   2. 2 More Than People: Customer Experience = People + Process + Technology
      1. Delivering a Great Customer Experience: A Four-Part Framework
      2. Applying Technology During Each Phase of the CE Framework
      3. Metrics to Measure and Manage Customer Experience Effectiveness
      4. Getting Started: Questions to Ask Yourself About Your Existing CE
      5. Key Takeaways
   3. 3 Jump-Starting Action by Quantifying the Revenue Cost of Inaction
      1. Why Executives Believe a Great CE Is More Costly Than a Good CE
      2. Measuring the Revenue Impact of a Great CE
      3. Calculating the Top-Line Payoff of an Improved CE
      4. Quantifying the Savings of a Great CE
      5. Convincing the CFO
      6. Picking Your Battles
      7. Getting Started: Questions to Ask Yourself About Your Business Case for CE
      8. Key Takeaways
8. Section Two Designing the End-to-End Customer Experience
   1. 4 Do It Right the First Time (DIRFT)
      1. DIRFT: The Essential Steps
      2. Building a Flexible, Customer-Focused Culture That Delivers DIRFT
      3. DIRFT with Flexibility
      4. Establishing the Right Metrics for DIRFT
      5. Getting Started: Questions to Ask Yourself About Your DIRFT Processes
      6. Key Takeaways
   2. 5 Keep Every Door Open: Assuring Multichannel Access
      1. Encouraging Valuable Contacts
      2. Factors That Drive Contact Workload
      3. Planning Customer Access—More Complicated Than It Seems
      4. Metrics to Manage Accessibility
      5. Getting Started: Questions to Ask Yourself About Your Accessibility
      6. Key Takeaways
   3. 6 Always Satisfy Customers, and Sometimes Dazzle Them
      1. Five Objectives for Your Company’s Service System
      2. Six Functions to Consistently Achieve All Five Objectives
      3. Applying Technology to Create High-Tech High Touch
      4. Metrics to Manage Service
      5. Getting Started: Questions to Ask Yourself About Your Service Process
      6. Key Takeaways
   4. 7 Listening Passionately to Your Customers’ Unified Voice
      1. VOC Objectives
      2. Key Building Blocks of an Effective VOC Process
      3. Sources of VOC Data—Not Necessarily from the Customer
      4. Building VOC: Avoiding Four Common Implementation Challenges
      5. Practical Tips for Enhancing the Impact of the VOC Process
      6. Getting Started: Questions to Ask Yourself About Your VOC Process
      7. Key Takeaways
9. Section Three Key Issues of Implementation
   1. 8 Taming Technology
      1. Aligning Technology with the Ideal CE
      2. Smoothing the Impact of Technological Evolution
      3. Benefits, Pitfalls, and Best Practices of Available Technologies
      4. Metrics for Managing the CE Aspects of Technology
      5. Getting Started: Questions to Ask Yourself About How You Use Technology
      6. Key Takeaways
   2. 9 Building a Culture of Empowerment and Connection
      1. Establishing an Environment That Fosters Empowerment and Connection
      2. Planning for Emotional Connection
      3. Emotional Connection in a Techno World
      4. The Role of Executives and Supervisors
      5. Metrics for Measuring and Managing Empowerment and Connection
      6. Getting Started: Questions to Ask Yourself About Your Culture of Empowerment
      7. Key Takeaways
   3. 10 Leading the Charge to the Next Level
      1. Understanding the Role of the CE Leader
      2. Two CE Roles Fraught with Danger
      3. Lessons from the Journey
      4. Preparing for the Inevitable Financial and Organizational Upheavals
      5. Getting Started: Questions to Ask Yourself About Your Role as a CE Leader
      6. Key Takeaways
10. Index
11. About the Author
12. Free Sample Chapter from Strategic Customer Service By John A. Goodman