HUMAN EXPERIENCE : How to make life better for your customers and create a more successful organization
Language: English Publication details: London Bloomsbury 2023/01/01Edition: 1Description: 224ISBN:- 9781399401739
- 658.816 SIL/HU
Item type | Current library | Collection | Call number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Lending | Ernakulam Public Library General Stacks | Non-fiction | 658.816 SIL (Browse shelf(Opens below)) | Available | E199336 |
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658.812 COL/NE NEVER LOSE A CUSTOMER AGAIN : | 658.812 MUR/CU CUSTOMER TO HUMAN : CX Factor in Modern Business | 658.816 CAL/PS PSYCHOLOGY OF PRICE : | 658.816 SIL HUMAN EXPERIENCE : How to make life better for your customers and create a more successful organization | 658.827 AMI ADVERTISING AND BRAND MANAGEMENT | 658.827 GAU/FA FAKE NEWS : Spot it Stop | 658.827 KEL/ST STRATEGIC BRAND MANAGEMENT: BUILDING, MEASURING AND MANAGING BRAND EQUITY |
The essential guide to creating a successful organization by making things easier, better and more straightforward for your customers.
Across all sectors, organizations' fixation with functionality have meant that the 'human' elements of the customer's experience have become neglected. Strict processes and automated procedures have created organizations full of people who aren't allowed to act in a 'human' way.
As a result, and despite these new technologies, customers are no more satisfied than they were a decade ago (according to the Institute of Customer Service) and, according to Edelman, they now trust big organizations even less than they did in the past.
In The Human Experience, John Sills draws upon extensive research and illustrative case studies to explain that the emotional experience is just as important as the functional one, and, if done right, will create a more efficient business. He also demonstrates that the customer experience is not just the responsibility of front-line employees, but shared across the company, from the CEO operating as the spokesperson of the business to the programmers developing a seamless and welcoming user interface.
Whether you're a well-established incumbent or an early-stage start-up, on either end of your product or service is a human. Packed full of practical advice and engaging case studies, The Human Experience is the ultimate guide to creating a culture and an experience with humanity at its heart, helping to develop a customer base that will stay with an organization, and a company that will grow in an increasingly efficient way.
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