Eat Your Own Lunch - Schooling, Nathalie; Bairstow-Klopper, Brendon
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From Transactions to Relationships: Your Roadmap to CX Success Too often, businesses get so caught up in their own processes that they forget that their success depends on the people they serve. When you neglect your customers, you risk losing them to competitors and spending a fortune trying to replace them. On the other hand, when you make your customers feel valued, they'll reward you with loyalty, advocacy, and growth. If you were to draw back the curtain and take a peek at what goes on behind the scenes at an organisation that not only delivers exceptional client experiences but delivers…mehr

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Produktbeschreibung
From Transactions to Relationships: Your Roadmap to CX Success Too often, businesses get so caught up in their own processes that they forget that their success depends on the people they serve. When you neglect your customers, you risk losing them to competitors and spending a fortune trying to replace them. On the other hand, when you make your customers feel valued, they'll reward you with loyalty, advocacy, and growth. If you were to draw back the curtain and take a peek at what goes on behind the scenes at an organisation that not only delivers exceptional client experiences but delivers them consistently, you would find a tightly interconnected network of carefully thought-through, designed, implemented, continuously monitored, measured, and refined closed-loop interactions - otherwise known as a customer experience (CX) strategy. The key to success lies not only in creating this framework but also in continuously polishing it to ensure that it adapts to evolving customer needs and expectations. By investing in a robust CX strategy geared towards client retention, risk mitigation, and identifying cross and up-sell opportunities, not only will you stay ahead of your competitors, but you will build lasting relationships, drive repeat business, and increase your bottom line. It's not about gimmicks or one-off surprises - it's about consistently delivering memorable, meaningful interactions at every stage of the customer journey. This practical handbook will give you the tools and insights you need to create a CX strategy that works for your business. We've skipped the jargon and the academia in favour of practical, actionable advice that you can start using right away. Whether you're a seasoned executive or a front-line employee, this book will help you understand what it takes to put your customers first and reap the rewards of a loyal, engaged customer base.
Autorenporträt
Nathalie is an experienced customer service strategist, trainer, and improvement specialist with more than 25 years experience in the customer service and experience industry. She founded nlightencx in 2005, which she has grown into a multiple award-winning customer experience company, recognised as one of South Africa's leading CX enterprises. Her extensive experience in the South African corporate environment translates into a unique understanding of the challenges facing modern businesses and the increasingly competitive environment in which they have to operate - which allows her to apply proven customer service principles to help them overcome those challenges. In 2020, Nathalie was recognised as a top 150 global thought leader by the International Customer Experience Management Platform, Survey Sensum. In 2021, she was selected as one of the top Global CX influencers to follow by the international publication, The Awards Magazine, and was also featured in the CX Hall of Fame.