When Digital Becomes Human

The Transformation of Customer Relationships

Autor: Steven Van Belleghem

Jazyk:

Vazba: Pevná

Vydavatel: Kogan Page Ltd

Dostupnost: Skladem u dodavatele

Odesíláme za 10-18 dnů

2 839 Kč

WINNER: 2016 Chartered Management Institute Management Book of the Year - Commuter's Read Category...

Informace o knize

Autor

Steven Van Belleghem

Jazyk

Angličtina

Vazba

Kniha - Pevná

Vydáno

2016

Stránek

208

EAN

9780749479152

ISBN

9780749479152

Enbook ID

10916136

Vydavatel

Kogan Page Ltd

Hmotnost

467

Rozměry

164 x 242 x 18

Kompletní popis

WINNER: 2016 Chartered Management Institute Management Book of the Year - 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.

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When Digital Becomes Human

The Transformation of Customer Relationships

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