In Digital Customer Service: Transforming Customer Experience for an On-Screen World, Rick DeLisi and Dan Michaeli deliver an insightful and comprehensive exploration of the ongoing digital transformation of customer service. This book reveals why every service interaction should happen on the customer’s screen—whether that’s a mobile device, laptop, or desktop computer—even in situations where a customer needs to talk with a company representative.
Detailing the operational and cultural changes taking place at leading companies worldwide, the authors explain why both service leaders and customers have come to love the freedom of Digital Customer Service interactions. They also illustrate how this new form of customer service has become more economically efficient, more rewarding, and easier to implement than many had expected.
Inside are new tools, frameworks, and guidance that will reshape your strategy for serving customers who have come to expect digital-first interactions. You’ll learn how to create amazing digital experiences that will increase customer loyalty while also driving down the cost of service. And when you do, who wins? Everyone.
Ideal for customer service and customer experience professionals as well as C-suite executives, Digital Customer Service will earn a place in the libraries of every business leader who recognizes the need to fundamentally change the way their organization interacts with customers in a digital world.