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When Digital Becomes Human

Name: When Digital Becomes Human
Brand: Kogan Page Ltd
SKU: 9780749473235
Price: 214.46 RON
Availability: InStock

The Transformation of Customer Relationships

Autor: Steven Van Belleghem

Limbă:

Legare: Carte broșată

Editura: Kogan Page Ltd

Disponibilitate: În depozitul extern

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214.46 lei

Consumers are adopting new technologies faster than ever, and their expectations of companies are ra...

Informații despre carte

Autor

Steven Van Belleghem

Limbă

engleză

Legare

Carte - Carte broșată

Publicat

2015

Pagini

208

EAN

9780749473235

ISBN

0749473231

Enbook ID

08013028

Editura

Kogan Page Ltd

Greutate

322

Dimensiuni

157 x 231 x 12

Descriere completă

Consumers are adopting new technologies faster than ever, and their expectations of companies are rapidly increasing. For example, in a global market study 73% of respondents stated that even when a company's digital channels work perfectly, they still want access to a real person.Steven Van Belleghem offers a strategic guide to combining a business's two most important assets -- its people and its digital strengths -- to create and maintain successful customer relationships. He shows marketing managers, directors and commercial decision makers how to positively transform customers' digital experiences by adding "heart" and a human touch, arguing that customer experience is vital to an organization's competitive advantage. He covers the latest issues in digital marketing and CRM including: omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, and crowdsourcing.Packed with examples from recognizable companies such as Amazon, Nike and Starbucks, the book presents a clear model that illustrates how to integrate an "emotional" layer in any digital strategy to achieve consumer engagement and loyalty.