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Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences

Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences

Eric Berridge, Marc Benioff (Foreword by)

ISBN: 978-1-119-32606-9 September 2016 272 Pages




Optimize the customer experience via the cloud to gain a powerful competitive advantage

Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC report shows that it accounts for less than three percent of total IT spending; why are so many companies neglecting such an enormous asset? This book provides a high-level overview of how the cloud can give you a competitive advantage. You'll learn how to integrate cloud technology into sound customer experience strategy to achieve unprecedented levels of success. More than just a state-of-the-field assessment, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization. You'll examine the many factors that influence the customer experience, and emerge with the insight to fine-tune your approach using the power of the cloud.

What kind of advantage is your company leaving on the table? This book guides you through the key drivers of customer success to help you optimize your approach and leverage the future of global technology.

  • Learn the keys to competitive advantage in the digital era
  • Gain insight into each element that affects customer experience
  • Harness the power of the cloud to achieve customer success
  • Follow a prescriptive framework for optimizing customer experience

We are in the golden age of IT innovation, but the majority of companies haven't even adopted cloud technology, much less begun to utilize its full business capabilities. Jump into the gap now, and reap the benefits as other struggle to catch up. Customer Obsessed gives you the guidance you need to achieve sustainable success in today's digital world.

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Foreword Marc Benioff v

Preface ix

Introduction xi

Chapter 1 Disruption and Business Success 1

Chapter 2 People Drive Change, Technology Enables 13

Chapter 3 Why Social Matters to Every Business 27

Chapter 4 Rethinking Employee Engagement 55

Chapter 5 Customer Engagement Defined 73

Chapter 6 How to Win the Talent War 93

Chapter 7 Gender Diversity Isn’t a Plus, It’s a Business Imperative 113

Chapter 8 Right Time, Right Moment, Right Channel 135

Chapter 9 Turning Data into Action 155

Chapter 10 How Good Design Creates Seamless Experiences 181

Chapter 11 Digital Marketing: Standing Out in the Sea of Sameness 203

Final Thoughts 231

Notes 235

Acknowledgments 245

Index 247