Power has been handed back to service, support and success teams. Boards are now seeing that great customer service does contribute to the bottom line. After all, excellent customer support can turn customers into loyal advocates resulting in more revenue.
But customer service is just a smaller piece of the whole company. It takes the whole company to be customer-driven and become the customer’s advocate for a great service experience. At least that’s what the trends are pointing to for 2017.
“Customer experience better be at the top of your list when it comes to priorities in your organization. Customer experience is the new marketing.”
Steve Cannon, President & CEO of Mercedes Benz USA
Have you bought into a great customer experience?
In 2016 Gartner Research predicted that 89% of companies would compete on the basis of customer experience.
And that wasn’t just a 2016 fad. Walker agrees, predicting that by 2020 customer experience will overtake price and product as the key brand differentiator.
Many brands and organizations will talk the talk, but those that empower employees and invest in customer service, will be able to walk the walk.
To help, I want to give you 5 books that will empower you to understand the trends and lead your customer service, success, or support departments away from the traditional helpdesk experience into a new age of customer experience.
You can learn an astronomical amount about creating an amazing brand through principles of customer experience, becoming customer-centric, and empowering employees to believe in your mission to become customer-obsessed.
Because all of these books are on my “must read” list, I’m giving away free copies of this entire CX collection to 3 lucky winners.
We’re giving away:
- The Effortless Experience
- The Ten Principles Behind Great Customer Experiences
- Don’t Make Me Think: A Common Sense Approach to Web Usability
- Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees
- Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service
If you’ve ever felt like the customer should be at the core of your business, these five customer experience books will help.
How to enter the contest:
Step 1. Enter your email:
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The winner will be announced on Monday, January 23rd.