{"product_id":"digital-customer-service-isbn-9781119841906","title":"Digital Customer Service","description":"\u003cp\u003e\u003cb\u003eDigital Customer Service is the new standard for creating a 5-star customer experience\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAs much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eDigital Customer Service: Transforming Customer Experience for an On-Screen World\u003c\/i\u003e traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world.\u003c\/p\u003e \u003cp\u003eWritten for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), \u003ci\u003eDigital Customer Service\u003c\/i\u003e helps business leaders balance three critical priorities:\u003c\/p\u003e \u003cul\u003e \u003cli\u003eCreating an excellent experience for customers that increases customer loyalty and profitability\u003c\/li\u003e \u003cli\u003eDriving down the cost of Customer Service\/Support interactions, while increasing revenue through Sales interactions\u003c\/li\u003e \u003cli\u003eMoving quickly toward the goal of \"digital transformation\"\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eWe have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. \u003ci\u003eDigital Customer Service\u003c\/i\u003e provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.\u003c\/p\u003e \u003cp\u003eAbout the Authors xi\u003c\/p\u003e \u003cp\u003eForeword by Corrie Carrigan xiii\u003c\/p\u003e \u003cp\u003ePreface: Now It’s Our Turn xvii\u003c\/p\u003e \u003cp\u003e\u003cb\u003eSection One The Problem with Customer Service and the Digital Opportunity \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 The Win-Win-Win-Win 3 \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCustomer Service at an Inflection Point 4\u003c\/p\u003e \u003cp\u003eThe Difference Between “digital customer service” and DCS 6\u003c\/p\u003e \u003cp\u003eTwo Very Different Experiences 8\u003c\/p\u003e \u003cp\u003eWin #1: The Benefits of DCS for Companies 13\u003c\/p\u003e \u003cp\u003eWin #2: The Benefits of DCS for Customers 17\u003c\/p\u003e \u003cp\u003eWin #3: The Benefits of DCS for Agents 19\u003c\/p\u003e \u003cp\u003eWin #4: The Benefits of DCS for Service Executives and Leaders 21\u003c\/p\u003e \u003cp\u003eCustomers Have Transformed; So Should Your Company 23\u003c\/p\u003e \u003cp\u003eKey Takeaways: Chapter 1 25\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 The Peaks and Valleys of Customer Service 27 \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIt Wasn’t Always This Way 28\u003c\/p\u003e \u003cp\u003eHow Did Customer Service Become Such an Easy “Punching Bag?” 33\u003c\/p\u003e \u003cp\u003eCustomers Are Wired for Negative Reactions 34\u003c\/p\u003e \u003cp\u003eCompanies Are Wired for Efficiency 37\u003c\/p\u003e \u003cp\u003eCost Eats Quality for Lunch 39\u003c\/p\u003e \u003cp\u003eEvolution of Customer Service: The “Quality Valley” 42\u003c\/p\u003e \u003cp\u003eKey Takeaways: Chapter 2 44\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 Digital Self-Service Changed Things Forever 45 \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Citi Never Sleeps 46\u003c\/p\u003e \u003cp\u003eFrom Migration to Expectation to Demand 48\u003c\/p\u003e \u003cp\u003eNever Going Back Again 51\u003c\/p\u003e \u003cp\u003eEvolution of Customer Service: The Digital Self-Service Explosion 55\u003c\/p\u003e \u003cp\u003eWhy the “Bolt-On” Approach Doesn’t Cut It Anymore 55\u003c\/p\u003e \u003cp\u003eSocial Media: Salt in the Wound 58\u003c\/p\u003e \u003cp\u003eEvolution of Customer Service: The “Expectation Valley” 62\u003c\/p\u003e \u003cp\u003eKey Takeaways: Chapter 3 63\u003c\/p\u003e \u003cp\u003e\u003cb\u003eSection Two DCS Terminology Overview \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 The Three OnScreen Pillars of DCS 67 \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eClimbing Out of the Valley of Expectations 68\u003c\/p\u003e \u003cp\u003eEvolution of Customer Service: The Inflection Point 69\u003c\/p\u003e \u003cp\u003eDCS Defined 72\u003c\/p\u003e \u003cp\u003eOnScreen Communication 74\u003c\/p\u003e \u003cp\u003eOnScreen Collaboration 78\u003c\/p\u003e \u003cp\u003eOnScreen Automation 81\u003c\/p\u003e \u003cp\u003eOnScreen Collaboration: Getting on the Same Page 83\u003c\/p\u003e \u003cp\u003eDigital-Also vs. Digital-Only vs. Digital-First 89\u003c\/p\u003e \u003cp\u003eHow to Build a Business Case for DCS 92\u003c\/p\u003e \u003cp\u003eAdded Bonus: DCS is More Secure 97\u003c\/p\u003e \u003cp\u003eKey Takeaways: Chapter 4 100\u003c\/p\u003e \u003cp\u003e\u003cb\u003eSection Three Dcs Transformation Overview \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 The Process – A Step-By-Step Guide 103 \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePut It on the Screen 104\u003c\/p\u003e \u003cp\u003e“Cooking Up” the Ideal Digital Service Strategy 105\u003c\/p\u003e \u003cp\u003eStep 1: Get the Right Ingredients 106\u003c\/p\u003e \u003cp\u003eThe “Secret Ingredient”: OnScreen Voice 116\u003c\/p\u003e \u003cp\u003eStep 2: Learn Which Dishes People Like Best 120\u003c\/p\u003e \u003cp\u003eDigital Self-Service Inventory (2x2) 121\u003c\/p\u003e \u003cp\u003eStep 3: Serve Your Best Dishes Consistently 129\u003c\/p\u003e \u003cp\u003eJourneys Based on the “Process” not the “Person” 130\u003c\/p\u003e \u003cp\u003eEarning Your Michelin Stars 136\u003c\/p\u003e \u003cp\u003eKey Takeaways: Chapter 5 138\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 The People – Empowering Agents, Leaders, and (Even) Bots 139 \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFrom Call Center to Contact Center to “Collaboration” Center 140\u003c\/p\u003e \u003cp\u003eThe Agents: Rise of the Superagent 142\u003c\/p\u003e \u003cp\u003eThe Leaders: Retaining and Attracting the Best People 148\u003c\/p\u003e \u003cp\u003eThe Bots: Humans and Machines Working as a Team 156\u003c\/p\u003e \u003cp\u003e“Confidence Equity” Works Both Ways – For Customers and Agents 168\u003c\/p\u003e \u003cp\u003eKey Takeaways: Chapter 6 173\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 The Positioning – How DCS Future-Proofs Your Company 175 \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eTime to Move to the Center of the Universe 176\u003c\/p\u003e \u003cp\u003eInternally: It’s a 6 × 3 and A-to-Z World 178\u003c\/p\u003e \u003cp\u003eExternally: CX Is the Last Frontier for Differentiation 187\u003c\/p\u003e \u003cp\u003eKey Takeaways: Chapter 7 195\u003c\/p\u003e \u003cp\u003eEpilogue: To Infinity and Beyond 197\u003c\/p\u003e \u003cp\u003eDigital Customer Service FAQs 201\u003c\/p\u003e \u003cp\u003eNotes 209\u003c\/p\u003e \u003cp\u003eIndex 213\u003c\/p\u003e  \u003cp\u003e\u003cb\u003eRICK DELISI\u003c\/b\u003e has been researching customer service and customer experience for the past two decades. He is the co-author of the bestselling book \u003ci\u003eThe Effortless Experience\u003c\/i\u003e, and has written several pieces published in the \u003ci\u003eHarvard Business Review\u003c\/i\u003e. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting. \u003c\/p\u003e\u003cp\u003e\u003cb\u003eDAN MICHAELI\u003c\/b\u003e is CEO and Co-Founder of Glia, the New York-based technology company that has become an industry leader in Digital Customer Service. The Glia platform helps businesses reinvent how they support customers in a digital world. He is an award-winning speaker who has been a contributor to numerous publications including \u003ci\u003eForbes\u003c\/i\u003e.    \u003c\/p\u003e\u003cp\u003eIn \u003ci\u003eDigital Customer Service: Transforming Customer Experience for an On-Screen World\u003c\/i\u003e, Rick DeLisi and Dan Michaeli deliver an insightful and comprehensive exploration of the ongoing \u003cb\u003edigital transformation of customer service\u003c\/b\u003e. This book reveals why every service interaction should happen on the \u003cb\u003ecustomer’s own screen\u003c\/b\u003e—whether that’s a mobile device, laptop, or desktop computer—even in situations where a customer needs to talk with a company representative. \u003c\/p\u003e\u003cp\u003eDetailing the operational and cultural changes taking place at leading companies worldwide, the authors explain why both service leaders and customers have come to love the freedom of Digital Customer Service interactions. They also illustrate how this new form of customer service has become more economically efficient, more rewarding and easier to implement than many had expected. \u003c\/p\u003e\u003cp\u003eInside are new tools, frameworks and guidance that will reshape your strategy for serving customers who have come to expect digital-first interactions. You’ll learn how to create amazing digital experiences that will increase customer loyalty while also driving down the cost of service. And when you do, who wins? \u003cb\u003eEveryone. \u003c\/b\u003e \u003c\/p\u003e\u003cp\u003eIdeal for customer service and customer experience professionals as well as C-suite executives, \u003ci\u003eDigital Customer Service\u003c\/i\u003e will earn a place in the libraries of every business leader who recognizes the need to fundamentally change the way their organization interacts with customers in a digital world.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989064696037,"sku":"NP9781119841906","price":32.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781119841906.jpg?v=1761782649","url":"https:\/\/k12savings.com\/products\/digital-customer-service-isbn-9781119841906","provider":"K12savings","version":"1.0","type":"link"}