When Digital Becomes Human: The Transformation of Customer Relationships (Paperback)
  • When Digital Becomes Human: The Transformation of Customer Relationships (Paperback)
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When Digital Becomes Human: The Transformation of Customer Relationships (Paperback)

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£19.99
Paperback 208 Pages / Published: 03/04/2015
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WINNER: 2016 Chartered Management Institute Management Book of the Year - Commuter's Read Category In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business's most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more.

Publisher: Kogan Page Ltd
ISBN: 9780749473235
Number of pages: 208
Weight: 324 g
Dimensions: 235 x 155 x 10 mm


MEDIA REVIEWS
"getAbstract recommends [Steven Van Belleghem's] take on the future of e-commerce to customer service professionals, marketers and anyone seeking insights on the business world to come."--getAbstract "Inc. "
"[A]n interesting book about a subject that might confound current wisdom or feeling for many, yet it manages to transform thought without being confrontational or overly evangelistic. It lets the subject just speak for itself!"
--Darren Ingram "Darren Ingram Media "
"When Digital Becomes Human goes further than the traditional theories on customers and the future. It forces you to take the customer relationship ten steps further. It is an inspiring read for all managers serious about their relationships with their customers."--Wiebe Draijer "CEO, Rabobank "

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