Awards

• Winner of CMI Management Book of the Year - 'Commuter's Read' Category 2016 (UK)

Overview

WINNER: CMI Management Book of the Year Awards 2016 - Commuter's Read Category In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business's most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more.

Full Product Details

9780749473235

Table of Contents

Reviews

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 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 getAbstract recommends [Steven Van Belleghem's]take on the future of e-commerce to customer service professionals, marketers and anyone seeking insights on the business world to come. --getAbstract Inc. 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 [A]n 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 getAbstract recommends [Steven Van Belleghem's] take on the future of e-commerce to customer service professionals, marketers and anyone seeking insights on the business world to come. --getAbstract Inc.

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

getAbstract recommends [Steven Van Belleghem's]take on the future of e-commerce to customer service professionals, marketers and anyone seeking insights on the business world to come. --getAbstract Inc.

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 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 getAbstract recommends [Steven Van Belleghem's]take on the future of e-commerce to customer service professionals, marketers and anyone seeking insights on the business world to come. --getAbstract Inc. [A]n 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

Author Information

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.

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