Rick DeLisi's Books

Digital Customer Service

Transforming Customer Experience for an On-Screen World

By: Rick DeLisi,Dan Michaeli

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Digital Customer Service

Transforming Customer Experience for an On-Screen World

By: Rick DeLisi,Dan Michaeli

Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

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Page Count

262

Publisher

John Wiley & Sons

Published Date

ISBN 10

1119842069

ISBN 13

9781119842064

The Effortless Experience

Conquering the New Battleground for Customer Loyalty

By: Matthew Dixon,Nick Toman,Rick DeLisi

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The Effortless Experience

Conquering the New Battleground for Customer Loyalty

By: Matthew Dixon,Nick Toman,Rick DeLisi

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

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Page Count

258

Publisher

Penguin

Published Date

ISBN 10

1591845815

ISBN 13

9781591845812

Do the Crime, Do the Time

Juvenile Criminals and Adult Justice in the American Court System

By: G. Larry Mays,Rick Ruddell

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Do the Crime, Do the Time

Juvenile Criminals and Adult Justice in the American Court System

By: G. Larry Mays,Rick Ruddell

This book provides a fresh look at the way the United States is choosing to deal with some of the serious or persistent youth offenders: by transferring juvenile offenders to adult courts. For more than 20 years now, the attitude in some jurisdictions has been "if you're old enough to do the crime, you're old enough to do the time." After two decades of applying this increasingly punitive mindset to juvenile offenders, it is possible to see the actual consequences of transferring more and younger offenders to adult courts. In Do the Crime, Do the Time: Juvenile Criminals and Adult Justice in the American Court System, the authors apply their decades of experience, both in the practical world and from unique research perspectives, to shed light on the influence of public opinion and the political forces that shape juvenile justice policy in the United States. The book provides a fresh look at the way the United States is choosing to deal with some of the serious or persistent juvenile offenders, utilizing real-life examples and cases to draw connections between transfer policies and individual outcomes.

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Page Count

247

Publisher

Bloomsbury Publishing USA

Published Date

ISBN 13

9798216075592

Why Children Follow Rules

Legal Socialization and the Development of Legitimacy

By: Tom R. Tyler,Rick Trinkner

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Why Children Follow Rules

Legal Socialization and the Development of Legitimacy

By: Tom R. Tyler,Rick Trinkner

Legal socialization is the process by which children and adolescents acquire their law related values, attitudes, and reasoning capacities. Such values and attitudes, in particular legitimacy, underlie the ability and willingness to consent to laws and defer to legal authorities that make legitimacy based legal systems possible. By age eighteen a person's orientation toward law is largely established, yet legal scholarship has largely ignored this process in favor of studying adults and their relationship to the law. Why Children Follow Rules focuses upon legal socialization outlining what is known about the process across three related, but distinct, contexts: the family, the school, and the juvenile justice system. Throughout, Tom Tyler and Rick Trinkner emphasize the degree to which individuals develop their orientations toward law and legal authority upon values connected to responsibility and obligation as opposed to fear of punishment. They argue that authorities can act in ways that internalize legal values and promote supportive attitudes. In particular, consensual legal authority is linked to three issues: how authorities make decisions, how they treat people, and whether they recognize the boundaries of their authority. When individuals experience authority that is fair, respectful, and aware of the limits of power, they are more likely to consent and follow directives. Despite clear evidence showing the benefits of consensual authority, strong pressures and popular support for the exercise of authority based on dominance and force persist in America's families, schools, and within the juvenile justice system. As the currently low levels of public trust and confidence in the police, the courts, and the law undermine the effectiveness of our legal system, Tom Tyler and Rick Trinkner point to alternative way to foster the popular legitimacy of the law in an era of mistrust.

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Page Count

281

Publisher

Oxford University Press

Published Date

ISBN 10

0190644168

ISBN 13

9780190644161

The Drug Paradox

An Introduction to the Sociology of Psychoactive Substances in Canada

By: Tara L. Bruno,Rick Csiernik

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The Drug Paradox

An Introduction to the Sociology of Psychoactive Substances in Canada

By: Tara L. Bruno,Rick Csiernik

Why are some drugs considered socially acceptable while others are demonized? What makes these definitions so widespread? Who benefits from these conceptualizations? The Drug Paradox examines both the empirically founded and the socially constructed facets of drugs and drug use, highlighting the incongruous aspects of laws, policies, and programming that aim to address behaviours around drugs. The authors explore this paradox, arguing that Canada’s punitive approach to addressing drug use continues to exist alongside harm-reduction strategies and that these competing approaches ultimately impede Canada’s ability to deal effectively with substance misuse. Using a policy-oriented approach while also emphasizing the utility of a multifaceted biopsychosocial model, this text provides students with a foundation in the sociology of psychoactive substances in the Canadian context. It covers a broad range of issues—models of addiction, the history of Canada’s drug laws, media representation, government responses to substance use, and international perspectives on drug policy—and addresses various research areas that are important for students to consider when trying to make sense of the competing discourses on drugs in society. The Drug Paradox is ideal for use in sociology courses on drugs and drug use and will also appeal to those focusing on drug use from a criminology, public health, or policy perspective.

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Page Count

330

Publisher

Canadian Scholars

Published Date

ISBN 10

1773380524

ISBN 13

9781773380520

Dogs 24/7

Extraordinary Photographs of Wonderful Dogs

By: Rick Smolan,David Elliot Cohen

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Dogs 24/7

Extraordinary Photographs of Wonderful Dogs

By: Rick Smolan,David Elliot Cohen

From the creators of the "New York Times best-selling "America 24/7 come two heartwarming and spectacular new books celebrating everyone's favorite pets, cats and dogs. Culled from thousands of images taken all across the country by professional and amateur photographers, each photo and accompanying caption tells a story of the intimate connections we share with our furry friends. As with "America 24/7, readers will be able to create a custom cover featuring their own photograph.

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Page Count

206

Publisher

Chronicle Books

Published Date

ISBN 10

0811848167

ISBN 13

9780811848169

The Effortless Experience

Conquering the New Battleground for Customer Loyalty

By: Matthew Dixon,Nick Toman,Rick DeLisi

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The Effortless Experience

Conquering the New Battleground for Customer Loyalty

By: Matthew Dixon,Nick Toman,Rick DeLisi

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Page Count

258

Publisher

Penguin

Published Date

ISBN 10

0698137582

ISBN 13

9780698137585

Digital Customer Service

Transforming Customer Experience for an On-Screen World

By: Rick DeLisi,Dan Michaeli

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Digital Customer Service

Transforming Customer Experience for an On-Screen World

By: Rick DeLisi,Dan Michaeli

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Solve jigsaw puzzle

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Page Count

262

Publisher

John Wiley & Sons

Published Date

ISBN 10

1119841909

ISBN 13

9781119841906

Book's by Rick DeLisi

Digital Customer Service

Digital Customer Service

The Effortless Experience

The Effortless Experience

Do the Crime, Do the Time

Do the Crime, Do the Time

Why Children Follow Rules

Why Children Follow Rules

The Drug Paradox

The Drug Paradox

Dogs 24/7

Dogs 24/7

The Effortless Experience

The Effortless Experience

Digital Customer Service

Digital Customer Service

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