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|a 658.812 SILLS
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| 100 |
1 |
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|a Sills, John,
|e author.
|
| 245 |
1 |
4 |
|a The human experience :
|b how to make life better for your customers and create a more successful organization /
|c John Sills.
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| 264 |
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1 |
|a London :
|b Bloomsbury Business,
|c 2023.
|
| 300 |
|
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|a 224 pages :
|b illustrations ;
|c 24 cm
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| 336 |
|
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|a text
|b txt
|2 rdacontent
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| 337 |
|
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|a unmediated
|b n
|2 rdamedia
|
| 338 |
|
|
|a volume
|b nc
|2 rdacarrier
|
| 504 |
|
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|a Includes bibliographical references and index.
|
| 520 |
|
|
|a "Across all sectors, organizations' fixation with functionality have meant that the 'human' elements of the customer's experience have become neglected. Strict processes and automated procedures have created organizations full of people who aren't allowed to act in a 'human' way. As a result, and despite these new technologies, customers are no more satisfied than they were a decade ago (according to the Institute of Customer Service) and, according to Edelman, they now trust big organizations even less than they did in the past. In The Human Experience, John Sills draws upon extensive research and illustrative case studies to explain that the emotional experience is just as important as the functional one, and, if done right, will create a more efficient business. He also demonstrates that the customer experience is not just the responsibility of front-line employees, but shared across the company, from the CEO operating as the spokesperson of the business to the programmers developing a seamless and welcoming user interface. Whether you're a well-established incumbent or an early-stage start-up, on either end of your product or service is a human. Packed full of practical advice and engaging case studies, The Human Experience is the ultimate guide to creating a culture and an experience with humanity at its heart, helping to develop a customer base that will stay with an organization, and a company that will grow in an increasingly efficient way."-
|c Provided by publisher.
|
| 505 |
0 |
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|a Introduction -- Things can only get...worse? -- The three myths -- The myth of customer loyalty -- The myth of customer feedback -- The myth of ROI -- Trailblazing on behalf of customers -- Behaviours and enablers -- Introducing the showcase -- The seven behaviours -- Accessible -- Consistent -- Flexible -- Proactive -- Respectful -- Responsible -- Straightforward -- The five enablers -- Ambition -- Connection -- Empowerment -- Focus -- Perspective -- Cheat sheet -- Final thoughts.
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| 650 |
|
0 |
|a Customer relations.
|
| 938 |
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|a YBP Library Services
|b YANK
|n 17910778
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| 952 |
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|p Standard Circulation
|a City of Spokane
|b Spokane Public Library
|c Branches
|d Central
|t 0
|e 658.812 SILLS
|i New Adult Non-Fiction
|m 37413320636212
|