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Increasingly, Customer Experiences ?Enabled by ?Technology are Going ?Ridiculously Wrong
Customer experience quality is at an all-time low and customer experience problems are at an all-time high. Customer experience issues are often exacerbated by ineffective technology costing ?customers untenable amounts of time, money, and stress as well as a long tail of cascading costs for ?employees and companies.
Today is the Perfect Day to Improve Customer Experiences! is a ?collection of visually compelling true ?stories of customer experiences gone wrong that serve as a wake-up call ?to decision makers in companies ?unaware of how bad customer experiences are and how ineffective technology can be.
A clear and concise yet thought-provoking resource that includes:
Stories from a wide ?range of industries including banking, healthcare, retail, cable, ?electricity, and ?government How unexplained ?glitches, disappearing orders, bad data, and nonsensical communications are causing customer experience problems The hidden and not so hidden costs organizations are paying for customer experience problems Introducing the new term "Unpaid Customer Labor" to describe the time, money, ?and frustration customers unwillingly have to pay to get issues resolved Alarming statistics about customer complaints customers out for revenge Exercises throughout the book that help you think more deeply about decisions that impact customers
Who should read this book?
Product, Technology and Business Leaders involved in product, service, ?technology, and budget decisions Designers, Researchers, Developers, and Product ?Managers who create products, services, and technology, and teams that support them. Many Others - Employees of all types who work on initiatives or programs that provide products, ?services or technology.
