Senior executives from a well-known company have gathered at an off-site meeting. They are there to review the latest company results before they will be released to the public. Revenue is flat, profits are not growing, and customers are not saying nice things on social media. No one at the meeting has a clear idea of why, and there aren't any new ideas on the table. The only thing everyone seems to be good at is offering excuses about why things are the way they are. After all, the search for someone to blame is always successful. Are you at that point with your company? Do you struggle with aligning the service you deliver to the promise made by your brand? Which stage of grief are you in: denial, anger, bargaining, or depression? Or have you reached the point of acceptance that it's time to change?
Experience Design for Customer Service: How to go from mediocre to great! introduces The Service Trifecta, the three fundamental pillars of iconic service:
What job were you hired to do?How will you do the job efficiently?How can you create an effective, memorable experience? Are you are looking for logical, intuitive, concrete steps you can take right now? Steps that will deliver a differentiated experience for your customers? Then this book is for you. The concepts outlined inside are used by leading companies around the world. It works for them, and it will work for you. Open it up and see for yourself!
Praise For Experience Design For Customer Service:
"Experience Design for Customer Service is for everyone who wants to turn their mundane service interactions into engaging encounters, experiences that create a memory within each individual customer. Mark Stanley (one of our Certified Experience Economy Experts) masterfully shows you step by step how to make it happen - while properly noting that it won't be easy, but it will be worth it."
- B. Joseph Pine II, co-author, The Experience Economy
"Useful without being overused. Stanley excels at giving real life advice for real life situations, neatly grounded in solid, down-to-earth theory. If you're in the business of improving your business, this book is for you."
- Claus Raasted, Co-Founder, the College of Extraordinary Experiences
"Mark Stanley has boiled down the often nebulous and frustrating world of customer service with his neat, clear, and actionable Service Trifecta. By taking his 30-question survey on each of the three areas (Jobs to be done, Process efficiency, and Memorable experiences), and then his final survey on change readiness, you will be well on the way to upgrade, significantly, your customers' experience with your brand, and your service operations. Mark's emphasis on story telling is also spot on, an excellent reminder to make sure that your employees and your customers, and indeed the entire enterprise, needs to collect, assess, and circulate good stories and bad stories. I highly recommend Experience Design for Customer Service: How to go from mediocre to great!"
- Bill Price, author, The Best Service Is No Service
"A frictionless service experience generates instant joys to customers and is soon to be forgot; a branded service experience creates memorable pleasures and builds your brand. Mark Stanley will help you to make the right choice and achieve your goals!"
- Sampson Lee, author, PIG Strategy: Make Customer Centricity Obsolete and Start a Resource Revolution
"Customer Experience is more than saying we care about our loyal subscribers. It's providing value that drives loyalty and retention."
- Jerry Hill, Vice President Consumer Sales & Marketing Operations at Gannett USA TODAY
