
When Digital Becomes Human
The Transformation of Customer Relationships
Paperback | 28 April 2015 | Edition Number 1
At a Glance
Paperback
Limited Stock Available
$104.75
When will this arrive by?
WINNER: CMI Management Book of the Year Awards 2016 - 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.
Industry Reviews
"When Digital Becomes Human goes further than the traditional theories on customers and the future. It forces you to take the customer relationship ten steps further. It is an inspiring read for all managers serious about their relationships with their customers." * Wiebe Draijer, CEO Rabobank *
"Everyone wants to be digital, even CEOs. But it only works if you create an authentic relationship with your customers - in this digital world, personal relationships actually become more important. The link between digital and human is explored brilliantly in this book. A mustread for every modern CEO. A must-read for every old-fashioned one too." * Marc Coucke, CEO, Omega Pharma *
"A great book for anyone in business, When Digital Becomes Human answers the question, what is great customer service in the digital age? The case studies he uses, such as Amazon, Toyota, ING, Nike and Starbucks, reinforce the idea that having a person on the other end can be the difference between keeping and losing a customer... Van Belleghem argues that the human touch will become more, not less important, in the future." * The British Weekly *
"An interesting book about a subject that might confound current wisdom or feeling for many, yet it manages to transform thought without being confrontational or overly evangelistic. It lets the subject just speak for itself!" * Darren Ingram, Darren Ingram Media *
ISBN: 9780749473235
ISBN-10: 0749473231
Published: 28th April 2015
Format: Paperback
Language: English
Number of Pages: 208
Audience: Professional and Scholarly
Publisher: Kogan Page Ltd
Country of Publication: GB
Edition Number: 1
Dimensions (cm): 23.5 x 15.5 x 1
Weight (kg): 0.33
Shipping
Standard Shipping | Express Shipping | |
---|---|---|
Metro postcodes: | $9.99 | $14.95 |
Regional postcodes: | $9.99 | $14.95 |
Rural postcodes: | $9.99 | $14.95 |
How to return your order
At Booktopia, we offer hassle-free returns in accordance with our returns policy. If you wish to return an item, please get in touch with Booktopia Customer Care.
Additional postage charges may be applicable.
Defective items
If there is a problem with any of the items received for your order then the Booktopia Customer Care team is ready to assist you.
For more info please visit our Help Centre.
You Can Find This Book In
This product is categorised by
- Non-FictionBusiness & ManagementSales & MarketingCustomer Services
- Non-FictionBusiness & ManagementBusiness Aspects of E-Commerce
- Non-FictionBusiness & ManagementBusiness Communication & Presentation
- Non-FictionBusiness & ManagementManagement & Management TechniquesManagement of Specific AreasSales & Marketing Management
- Non-FictionBusiness & ManagementSales & MarketingMarket Research
- Non-FictionBusiness & ManagementSales & MarketingPublic Relations
- BargainsNon-Fiction BargainsBusiness, Finance & Self Help