Overview

Increasingly, Customer Experiences ​Enabled by ​Technology are Going ​Ridiculously Wrong Customer experience quality is at an all-time low and customer experience problems are at an all-time high. Customer experience issues are often exacerbated by ineffective technology costing ​customers untenable amounts of time, money, and stress as well as a long tail of cascading costs for ​employees and companies. Today is the Perfect Day to Improve Customer Experiences! is a ​collection of visually compelling true ​stories of customer experiences gone wrong that serve as a wake-up call ​to decision makers in companies ​unaware of how bad customer experiences are and how ineffective technology can be. A clear and concise yet thought-provoking resource that includes: Stories from a wide ​range of industries including banking, healthcare, retail, cable, ​electricity, and ​government How unexplained ​glitches, disappearing orders, bad data, and nonsensical communications are causing customer experience problems The hidden and not so hidden costs organizations are paying for customer experience problems Introducing the new term ""Unpaid Customer Labor"" to describe the time, money, ​and frustration customers unwillingly have to pay to get issues resolved Alarming statistics about customer complaints customers out for revenge Exercises throughout the book that help you think more deeply about decisions that impact customers Who should read this book? Product, Technology and Business Leaders involved in product, service, ​technology, and budget decisions Designers, Researchers, Developers, and Product ​Managers who create products, services, and technology, and teams that support them. Many Others - Employees of all types who work on initiatives or programs that provide products, ​services or technology.

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Lisa D. Dance's path into the user experience field started when she was 9 years old and told her mother she wouldn't shop at a particular store anymore because of how they treated their customers. Ever since then she's studied customer interactions and strategized ways to improve them for both customers and businesses.Today, Lisa D. Dance helps organizations create online and offline experiences that don't frustrate or harm people. As a User Experience Research Consultant/Founder at ServiceEase, her work spans UX Research and Strategy to Interactive Prototyping and Usability Testing. Lisa has worked with enterprise organizations like Indeed and Genworth Financial, whose website won 17 national and international awards overa two-year period.Lisa earned a Bachelor of Arts in Political Science, Post-Baccalaureate Certificate in Marketing, and an Interaction Design Certificate. She is a contributor to CMSWire and a frequent public speaker and workshop facilitator on topics related to User Experience, Customer Experience, Ethical Research & Design, and Technology's Impact on People. In 2019, she created the ""3Q Do No Harm Framework"" to helpteams identify and mitigate potential harms of technology before launch. Do you have big ideas and you want to get buy-in from potential users, investors or just people with the power to green light your projects? Better call Antonio Meza.Antonio is a business consultant with visual superpowers. His passion is to listen to your ideas and help you communicate them in a clear and compelling way so you can obtain the buy-in you need to make them happen.He was born in Mexico where he got his roots, and has been living in France for the last 18 years where he got his wings. He has worked in the audiovisual industry and also in the fields of soft skills training and coaching.Because of his unique capacity to listen, understand and represent ideas he has travelled around the world providing graphic facilitation and storytelling services.He has illustrated 16 books in the fields of business and personal development. He is based in Paris, France where he produces animated videos, storyboards and illustrations to support purposeful projects and ventures.

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