{"product_id":"9780749479152","title":"When Digital Becomes Human: The Transformation of Customer Relationships","description":"\u003cp\u003eIn 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. In a recent global market study, 73% of respondents stated that even when a company’s digital channels work perfectly, they still want access to a real person.\u003c\/p\u003e\u003cp\u003eSteven Van Belleghem explores and explains the new digital relationships and offers a strategic guide to combining a business's two most important assets — its people and its digital strengths. He shows marketing managers, directors and commercial decision makers how to positively transform customers’ digital experiences by adding a human touch.  He covers the latest issues in digital marketing and CRM including: omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, and crowdsourcing.\u003c\/p\u003e\u003cp\u003ePacked with examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Nike and Starbucks, the book presents a clear model that illustrates how to integrate an “emotional” layer in any digital strategy to achieve consumer engagement and loyalty.\u003c\/p\u003e","brand":"Kogan Page, Ltd","offers":[{"title":"Default Title","offer_id":47051469095152,"sku":"9780749479152","price":82.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780749479152_p0.jpg?v=1769902433","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780749479152","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}