Explains in step-by-step detail how to develop a successful consumer-led strategy in a digital age Shows how to add an emotional layer to the digital relationship so companies can compete on relevance and value, as well as on efficiency and price Enables readers to positively transform customer relationships to drive business success, consumer engagement and loyalty
Steven Van Belleghem is a successful entrepreneur, academic, speaker and author. He is a thought leader on the transformation of customer relations and the future of customer-centric marketing. The former Managing Partner at market research and consultancy firm InSites Consulting, he is a professor at Vlerick Leuven Gent Management School and author of The Conversation Manager and The Conversation Company.
"Do you think customer relationships are important? Do you believe
you are running a customer-focused company? Then read this book.
Using a wide range of case studies and inspiring stories, it will
show you how to really put the customer at the heart of everything.
You will learn how to combine the digital and human dimensions to
create emotional, productive customer relationships."
*Dominique Leroy, CEO, Proximus*
"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*
"Everyone wants to be digital, even CEOs. But it only works if you
create an authentic relationship with your customers - in this
digital world, personal relationships actually become more
important. The link between digital and human is explored
brilliantly in this book. A mustread for every modern CEO. A
must-read for every old-fashioned one too."
*Marc Coucke, CEO, Omega Pharma*
"A great book for anyone in business, When Digital Becomes Human
answers the question, what is great customer service in the digital
age? The case studies he uses, such as Amazon, Toyota, ING, Nike
and Starbucks, reinforce the idea that having a person on the other
end can be the difference between keeping and losing a customer...
Van Belleghem argues that the human touch will become more, not
less important, in the future."
*The British Weekly*
"An 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*
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