Overview of the book
Many organizations have an inspiring mission, but often fail to live up to it. Their services are usually experienced by customers as average and interchangeable, despite investments in process optimization and complaint reduction.
New innovation and competition domain: the Third Ring
This book introduces the Third Ring, an untapped domain in which organizations create distinctive capability through meaningful connection with customers. Here, it's about more than having the basics in order: it focuses on customer experience that truly touches.
Creating sustainable customer value
For lasting customer loyalty, the step is needed from 'time well saved' to 'time well spent' and 'time well invested'. Organizations must listen differently, design customer journeys that make an impact, and steer towards a culture in which employees make the difference.
Practical tools and applications
- Inspiring examples from practice
- Concrete methods to improve customer journeys
- Effective ways to measure customer impact
- Steering towards a people-centered organizational culture
The result is an organization that is recognized by customers as unique and valuable, and to which they remain loyal.
Language and usage
This book is written in Dutch and suitable for professionals and organizations that want to strengthen their customer orientation. Intertaal is your reliable supplier and guarantees fast delivery of this valuable resource.