The Coo Revolution: Reinventing Customer-Facing Processes for Moments of Truth
by Rich Phillips, Kramer Reeves, Peter Fingar
The Coo Revolution explores how businesses can reinvent customer-facing processes by focusing on the moments that matter most to customers. Written by Rich Phillips, Kramer Reeves, and Peter Fingar, it offers a management-oriented perspective on improving interactions, processes, and the overall customer experience.
About This Book
The Coo Revolution focuses on reinventing customer-facing processes and the experiences they create.
It centers on the idea of “moments of truth,” when customer interactions strongly shape perceptions of an organization.
The book presents a business-oriented perspective on connecting operational processes with customer needs.
Its subject will interest readers exploring customer service, management, and organizational improvement.
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