A01=Lior Arussy
Annoying Customer
Author_Lior Arussy
Average Wait Time
business process optimization
call
Call Center
Call Center Agents
Call Center Manager
Category=KJM
Category=KJS
Category=KJSU
Category=UB
Category=UT
Category=UY
center
Ceo
Ceo's Office
Company's Call Center
Credit Card Company
customer
Customer Experience
Customer Relationship Management System
customer service management
customers
Cynical Jokes
employee engagement strategies
eq_bestseller
eq_business-finance-law
eq_computing
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
Executive Team
Follow
Hold
HQ
human touch in customer relations
human-centered organizations
jacobs
Joan's Response
joe
Large Price Tag
manager
meeting
organizational behavior research
room
service quality improvement
Sharing War Stories
Simple Common Sense
Starting Today
Town Hall
upset
Upset Customers
White Board
Wo
Product details
- ISBN 9781578203062
- Weight: 400g
- Dimensions: 152 x 229mm
- Publication Date: 10 Jan 2002
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Hardback
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An important read for all company managers who value their customers. Companies rush to reduce costs and automate services, turning relationships into an efficiency machine. The problem is that relationships are not about efficiency, they are about a human touch. One cannot automate relationships. Relationships and experiences can be created only by humans. This book is about building sustainable relationships through positive experiences. It is a journey of a manager who discovers that people come first and tools come second. It is based on realizing that the key to the future customer experience is well rooted in the way old neighborhood stores used to deliver personal service, one customer at a time, one experience at a time.
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.
