Creating Do-It-Yourself Customers: How Great Customer Experiences Build Great Companies - Hardcover

Inhaltsangabe

Self-checkout, self-customization, and other co-production efforts are on the rise. But it's a boon to business only if customers do their share. This book proves that by setting appropriate expectations, providing the necessary tools and environment, delivering appropriate rewards, and developing specific knowledge and skill, companies can condition customers to activate their expertise to achieve greater value. As customers become more proficient, they realize the full value of the product offering, while the company benefits from cost reduction, greater employee satisfaction, and deeper customer loyalty. This resourceful book helps readers evaluate the need for customer performance solutions, develop value-added services, devise reward systems, and implement customer performance initiatives. Helping readers interpret customer performance issues, it also enables them to recognize situations where high-tech or human innovation can bolster customer involvement.

Die Inhaltsangabe kann sich auf eine andere Ausgabe dieses Titels beziehen.