{"product_id":"voiceless-customer-fabiola-corvera-stimeling-9780998906300","title":"Voiceless Customer: Why Customers Leave","description":"\u003cp\u003eThe service industry is the fastest-growing industry in the world, but customer experience levels are lower than ever. To succeed, service organizations must engage in value co-creation, a process that involves customers from the very first steps of innovation. Customers determine the value of the services they receive, and businesses that ignore them pay the price in lost customers. Looking at their business through a customer lens will let business decision-makers identify where their company is failing and take steps to address the core of their customer retention problems.\u003c\/p\u003e\u003cp\u003e \u003c\/p\u003e\u003cp\u003eDrawing on her expertise in value co-creation, customer experience, and service innovation, Dr. Fabiola Corvera-Stimeling offers businesses an inside look into the problems in today's service industry. Readers will review the fundamentals of the industry, including current definitions of terms such as \u003cem\u003eservice\u003c\/em\u003e, \u003cem\u003ecustomer experience\u003c\/em\u003e, and \u003cem\u003evalue co-creation\u003c\/em\u003e. Building on this foundation, Dr. Corvera-Stimeling identifies those firms who want to improve their customer experience but lack the know-how to do so effectively. The book identifies common problems companies face, such as lack or misinterpretation of data, communication breakdowns, and internal challenges like silo departments that make agility difficult. \u003cem\u003eVoiceless Customer: Why Customers Leave \u003c\/em\u003ehighlights the desired performance outcomes for both the company and the customer, and it shows organizations how to achieve them by fulfilling their customers' needs and making their customers feel valuable. In the service industry, creating value with customers is the path to sustainable growth and innovation, and \u003cem\u003eVoiceless Customer: Why Customers Leave\u003c\/em\u003e shows businesses how to get there.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Fabiola Corvera-Stimeling\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 0998906301\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9780998906300\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Cocentrum Publishing LLC\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 05\/30\/2017\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 154\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.85lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.00h x 6.00w x 0.50d","brand":"Fabiola Corvera-Stimeling","offers":[{"title":"Hardcover","offer_id":48441669255423,"sku":"9780998906300","price":16.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_9a69aa6a-0120-4f12-8f0a-a87fda28f976.jpg?v=1777192175","url":"https:\/\/www.whiterainbookhouse.com\/products\/voiceless-customer-fabiola-corvera-stimeling-9780998906300","provider":"WR Book House","version":"1.0","type":"link"}