With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that...customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away. Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to: &#9679; Design and deliver flawless services and products while setting honest customer expectations &#9679; Create and implement an effective customer access strategy &#9679; Capture and leverage the voice of the customer to set priorities and improve products, services and marketing &#9679; Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction. Great companies provide seamless experiences, seeming to know what customers want before they know it themselves...while others set up fancy Facebook pages and then drop the ball. This groundbreaking guide reveals how to delight customers using the best tools available.
'Fluid and poetic as well as terrifying.' -New York Times Book Review 'Dazzling . . . a seamless mixture of magic realism, satire and futuristic fiction.' -San Francisco Chronicle 'Impressive . . . a flight of fancy through a dreamlike Brazil.' -Village Voice 'Surreal and misty, sweeping from one high-voltage scene to another.' -LA Weekly 'Amuses and frightens at the same time.' -Newsday 'Incisive and funny, this book yanks our chains and makes us see the absurdity that rules our world.' -Booklist (starred review) 'Expansive and ambitious . . . incredible and complicated.' -Library Journal 'This satiric morality play about the destruction of the Amazon rain forest unfolds with a diversity and fecundity equal to its setting. . . . Yamashita seems to have thrown into the pot everything she knows and most that she can imagine-all to good effect.' -Publishers Weekly A Japanese man with a ball floating six inches in front of his head, an American CEO with three arms, and a Brazilian peasant who discovers the art of healing by tickling one's earlobe, rise to the heights of wealth and fame, before arriving at disasters-both personal and ecological-that destroy the rain forest and all the birds of Brazil. Karen Tei Yamashita is the author of Through the Arc of the Rain Forest, Brazil-Maru, Tropic of Orange, Circle K Cycles, I Hotel, and Anime Wong, all published by Coffee House Press. I Hotel was selected as a finalist for the National Book Award and awarded the California Book Award, the American Book Award, the Asian/Pacific American Librarians Association Award, and the Association for Asian American Studies Book Award.