As technology arms your customers with greater and more immediate ways to interact with your company, it becomes imperative that you design a smooth, end-to-end customer experience that incorporates the exciting new media you have at your disposal. Are you taking advantage of and properly managing tools like smart phones, social media, online communities, mobile connectivity, and speech analytics? Or are you delivering a series of frustrating, disjointed transactions that drive people away? Here is a firsthand view of what works & what doesn't.

Foreword by Richard DuFresne, Toyota Motor Sales, USA -- Cover.

Introduction: Why customer experience 3.0? The customer and the implications of customer experience. Why good service might not result in a great experience -- More than people: customer experience = people + process + technology -- Jump-starting action by quantifying the revenue cost of inaction -- Designing the end-to-end customer experience. Do it right the first time (DIRFT) -- Keep every door open: assuring multichannel access -- Always satisfy customers, and sometimes dazzle them -- Listening passionately to your customers' unified voice -- Key issues of implementation. Taming technology -- Building a culture of empowerment and connection -- Leading the charge to the next level.