The Experience

How to Wow Your Customers and Create a Passionate Workplace

Lior Arussy

$56.99

Hardback

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English

CMP Books
10 January 2002

Management & management techniques; Customer services; Computer networking & communications

The Experience is the journey of Joseph Jacobs, a frustrated call center manager who is trying to deliver better service to customers despite a highly unmotivated staff. As he struggles to find his way, he discovers hidden secrets about delivering the most outrageously pleasing customer experiences by empowering his staff to be passionate about their work. In an era where companies confuse technology spending with customer loyalty solutions, The Experience provides practical foundations that every company can implement immediately without any investment. The book makes for a fun, enticing read, yet is full of easy to understand and easy to implement principles to provide immediate impact on customer service and loyalty. This is the book for those companies seeking a sustainable competitive advantage that can lock the customer into their companies for the longest period of time. It is not a book about how to manage the customer or how to create a brilliant ad campaign. The Experience is about building the organisation that can deliver the experience that makes customers stay with you for the longest period. It is about maximising revenues and profits through delivering an outstanding experience, one interaction at a time.

By: Lior Arussy
Imprint: CMP Books
Country of Publication: United Kingdom
Dimensions: Height: 229mm, Width: 152mm, Spine: 11mm
Weight: 400g
ISBN: 9781578203062
ISBN 10: 1578203066
Pages: 128
Publication Date: 10 January 2002
Audience: Professional and scholarly , Undergraduate
Format: Hardback
Publisher's Status: Active

Foreword Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9 Chapter 10 Epilogue, The Experience!

Lior Arussy is corporate vice president of global marketing at NICE Systems, responsible for strategy development and marketing activities worldwide. In his position at NICE, Mr. Arussy initiated, launched, and developed the product roadmap for the revolutionary Customer Experience Management strategy, and transformed it into a global market segment. His articles have appeared in many publications including Harvard Business Review. As a thought leader, he has been quoted by The Wall Street Journal, Financial Times, ABC-TV, and other media outlets.