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Managing Customer Experience in the Networked Age

17 Beoordelingen
(17 ratings)
2 Reviews
78
Language:  English
A step-by-step guide to interpreting the key trends that will shape customer behaviours, this book answers the question “What is the Networked Age, and how can we prepare to thrive in it?”
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Beschrijving
Beoordelingen

  1. The Information Age 
  2. S is for Story 
  3. T is for Team 
  4. A is for Ambience 
  5. R is for Recipients 
  6. S is for Systems 
  7. The Networked Age 

This book takes its title from a comment by LinkedIn co-founder Reid Hoffman: “We’re in the early stages of transitioning from the Information Age to the Networked Age”, and explains how organisations should think about the future, and use these insights to maximise engagement with, and value from, customers and stakeholders.

In today’s turbulent world, customers’ ability to share with, and discover the opinions of, those they trust – their networks – is at an all-time high.

The book answers the questions:

  • How has the Information Age changed the way our customers think, feel and behave?
  • What is the Networked Age, and how can we prepare to thrive in it?
  • What are the key future trends that will drive customer behaviour?
  • What is Customer Experience, and how will it work in the Networked Age?
  • How should we assimilate the trends into a future-proofed, Customer Experience model?

It will also introduce, and equip the reader to implement, the STARS model of a customer-centric organisation.

Beautifully written book with real insight into the workplace. Stephen puts his own experiences in his workplace to show how businesses work. Brilliant book highly recommended
In this book Spencer generously shares his Customer Experience process and insights honed working with prestigious consumer organisations. A process he empowers the reader to apply themselves. The experience driven insights are thoughtfully framed with Spencers' own take on the transition from the Information Age to the Network Age. An informative and actionable read for those delivering a retail experience.
About the Author

Stephen Spencer

Stephen Spencer works with organisations to create POSITIVE Experiences for teams and customers, leading to POSITIVE business results. He has worked with many of the UK’s most prestigious retail, tourism and hospitality brands, including Hamleys, the Royal Collection, Historic Royal Palaces, the National Trust for Scotland, The O2 and the Science Museum Group.

Stephen studied Customer Experience leadership at the Disney Institute and has developed and led Customer Experience transformation programmes and training initiatives at national, community and organisation level.