Search results for ""Author Steven Van Belleghem""
Kogan Page Ltd When Digital Becomes Human: The Transformation of Customer Relationships
WINNER: CMI Management Book of the Year Awards 2016 - Commuter's Read Category In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business's most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more.
£24.60
Lannoo Publishers The Offer You Can't Refuse: What If Customers Want More Than Excellent Service?
How can you stay relevant for your customers? The answer is a combination of the following three factors: technology, personal involvement and social commitment. The past ten years have been marked by the arrival of 4G, mobile services, and robotics. These technologies have brought about a revolution in the field of customer experience and in the future, this will evolve even further. As a company, you will have to take a more active part in the personal life journey of your customers. This opens up the opportunity to tackle, together with your customer, concrete social world problems, including climate change, mobility, and health care. Customers increasingly seek out companies that do good for both themselves, and the world.
£27.00
Lannoo Publishers Customers the Day After Tomorrow: How to Attract Customers in a World of AI, Bots and Automation
Phase 3 of digitalisation has started. A phase of artificial intelligence has revolutionised the buying behaviour of customers: collecting information, the buying process and customer service have changed dramatically. This book explains the impact of the 'internet of things', virtual assistants, bots and client data. But first of all this is a book about customers. In a world of automatisation the most important question remains: how can I be customer-oriented? "Steven is a much asked for keynote speaker for our events, always a highlight. He has a unique and authentic style: with a combination of academic depth and well-built cases he spices up his presentations with a tremendous amount of humor." - Anthony Belpaire, Google.
£26.96
Kogan Page Ltd The Conversation Company: Boost Your Business Through Culture, People and Social Media
Research shows that consumer conversations, client happiness and empowered employees are the pillars of growth in a successful company. However, many organizations make decisions that contradict these findings and hamper their prospects of expansion. The Conversation Company will help your organization become a business in which people are the key driver of growth, sharing engaging content and building the company's culture and business objectives. People now expect any brand to have a human 'face' and you need to define a clear set of values for both employees and customers, incorporating them in your marketing so that all company communication reflects the DNA of your organization. Based on solid research and including interviews and case studies of companies such as Zappos, Kodak, Nokia and Microsoft, The Conversation Company is the key to sustainable success.
£24.60
Lannoo Publishers A diamond in the rough: Over a 100 specific tips to build a strong customer culture
"... Van Belleghem always delivers. Most companies want to create a customer-centric culture, but many struggle, even though they are capable of doing so. This is what the author refers to as A Diamond in the Rough. In addition to clearly articulated concepts, there are more than 100 tips and examples to help you build a culture that gets and keeps customers." — Forbes This book shows you how to build a customer-oriented corporate culture. Turn your rough diamond into a beautiful shiny jewel. Many companies have the intention to be customer-oriented, but only a few succeed in making the customer really happy. The key to success is building a customer-centric culture: a culture where both leaders and employees of an organisation are aware of their role towards the customer at all times. In this book you will learn in very concrete steps and clear tips on how you can develop a customer-oriented corporate culture. Success or failure is often in details and in having the right attitude.
£27.00
