| When Digital Becomes Human: The Transformation of Customer Relationships Contributor(s): Belleghem, Steven Van (Author) |
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ISBN: 0749479159 ISBN-13: 9780749479152 Publisher: Kogan Page OUR PRICE: $107.35 Product Type: Hardcover - Other Formats Published: March 2016 |
| Additional Information |
| BISAC Categories: - Business & Economics | Customer Relations - Business & Economics | E-commerce - Internet Marketing - Business & Economics | Marketing - Research |
| Dewey: 658.834 |
| Physical Information: 0.5" H x 6.14" W x 9.21" (1.03 lbs) 208 pages |
| Descriptions, Reviews, Etc. |
| Publisher Description: WINNER: 2016 Chartered Management Institute Management Book of the Year - Commuter's Read Category In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business's most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more. |