1. The Human Experience
The Human Experience How to make life better for your customers and create a more successful organization
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- Taschenbuch
- eBook
- Hörbuch ausgewählt
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Form:Einzelkauf Download
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Sprache:Englisch
16,99 €
22,00 €
inkl. gesetzl. MwSt.,
Beschreibung
Produktdetails
Family Sharing
Ja
Gesprochen von
Simon ShepherdSpieldauer
6 Stunden und 54 Minuten
Abo-Fähigkeit
Nein
Erscheinungsdatum
26.06.2025
Hörtyp
Lesung
Fassung
ungekürzt
Medium
MP3
Anzahl Dateien
23
Verlag
Bloomsbury BusinessSprache
Englisch
EAN
9781399427418
The essential guide to creating a successful organization by making things easier, better and more straightforward for your customers. Leadership Book of the Year 2023, as awarded by the Institute of Leadership
Across all sectors, organizations' fixation with functionality has 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. 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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