| Description |
196 pages : illustrations (black and white) ; 23 cm |
| ISBN |
9781782807384 paperback |
|
1782807381 paperback |
| Bibliography |
Includes bibliographical references and index. |
| Note |
1. Optimists and rebels -- 2. Transforming a culture -- 3. Transforming organizational culture -- 4. Golden age of digital designers -- 5. Dictatorship of the customer -- 6. Collapse of trust -- 7. Marketing: from getting to giving attention -- 8. Millennial attitude -- 9. Revolution in the workspace -- 10. A map for the digital workspace -- 11. Collaborating and connecting -- 12. Big data builds relationships -- 13. Business case for digital self-service -- 14. Identifying customer top tasks -- 15. Continuously improvong top tasks -- 16. Top tasks management @ Cisco -- 17. Switch. |
| Summary |
"Are you an optimist? Are you a rebel? Do you think that because of digital technology, power is shifting away from organizations towards citizens and customers? Are you a digital change agent? Do you want to transform your organization? Then this book is here to help you. Do you want to transform the complex into the simple? Do you like challenges and see yourself primarily as a problem solver? Are you the annoying person who constantly asks: "Why?" Are you empathetic? Do you like to listen, watch, observe? Are you also rational? Are you willing to go with the evidence and data even when it goes against your gut instinct? This is Gerry McGovern's sixth book on web culture and economy. He is the founder and CEO of Customer Carewords, a company that has developed a set of methods to understand customer top tasks."-- Page 4 of cover. |
| Library Class |
Economics S405
|
| Subject |
Internet marketing -- Management.
|
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Customer services -- Management.
|
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Information technology -- Management.
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Customer relations.
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Success in business.
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