At your service

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Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why are most companies not doing this? Instead, Customer service appears to be at an all-time low¿but that gives the few companies who do choose to focus on Customers a hefty competitive advantage.@YourService explains the importance of refocusing your business on those who matter most: your Customers and your employees. Learn how to create a culture of empowered employees who understand the value of a great Customer experience and inspire trust in your Customers. You'll get detailed, proven guidance that will help you drive change in companies big and small and win in this hyperconnected world. In @YourService, you'll learn: The ways in which your Customers will identify your culture for you, no matter how transparent you are (or aren't) How to create an environment where Customers want to share their story How to identify value no matter where your Customers are talking How to guide passionate employees in the right direction so that they can become excellent ambassadors for your brand Guidelines for building scalable intimacy, where employees or a company create a personal connection to a Customer And much moreFor leaders, managers, business owners, and Customer service professionals, this handbook to Customer service in the digital age will enable you to add tremendous value to your organization. @YourService will help you identify failures that exist, correct them, and ultimately build the service experience you may already believe your company offers.

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Frank Eliason (Auteur) - Verschenen op 05/04/2012 bij John Wiley & Sons Inc.