How do you scale the ability to engage with connected and empowered customers who control how they interact with your brand? How do you maintain a single brand voice across all of your functional teams, such as marketing and customer service?? It’s not by using a collection of point solutions cobbled together. It takes an integrated, purpose-built system of engagement which enables all customer-facing employees to focus on customer needs. This book helps you re-think your approach in the new world.
Ready to do it right?
The human touch goes both ways. Before business leader, before soccer dad, before super mom, before anything else, we are human first. It’s in our nature to connect. But it’s not always as easy as we’d like. This book is a guide for doing it right.
How much does it hurt?
Companies that don’t put customers first have a hard time getting social engagement right. The results can be brutal: increased churn, lost sales, higher costs, missed opportunities, and worse. This book covers some of the most common challenges companies face on their customer-first journeys.
Do you have what it takes?
Becoming a customer-first enterprise requires crossing a huge chasm of cultural, operational, and technical capabilities. You can’t do that without four must-have elements: change agents, executive sponsorship, systems of engagement, and unified teams and workflows. This book helps you understand the value taking the leap.
While some people thrive on the big picture, others thrive down in the weeds. By digging into the bits and bytes, we can further understand how and why interactions between organizations and people happen the way they do. This book helps familiarize the technical complexities of enterprise engagement.