Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences -- Contents -- Foreword -- Preface -- Introduction -- Data -- Design -- Culture -- 1: Disruption and Business Success -- 2: People Drive Change, Technology Enables -- Technology Game Changers -- Build People Relationships, Not Technology Products -- Rules For Engaged, Customer-Focused Businesses -- How to Be a Good Listener -- Communal Enterprise-Rise of Reed's Law -- 3: Why Social Matters to Every Business -- Why Social? -- "Social Media: Creator or Destroyer?" -- Social Can Change Everything -- Using Social -- Social Payback -- Social for Customer Service -- Bluewolf's Social Payback -- Building a Social Culture in Your Organization -- Tip #1: -- Tip #2: -- Tip #3: -- Make It Easy -- Light the Way -- Iterate and Refine -- Building an External Social Presence -- Benefits of Building a Social Culture -- Social Media ROI -- 4: Rethinking Employee Engagement -- Unifying a Diverse Team -- Workers Matter to Success -- Employee Engagement (or Lack Thereof) and Productivity -- Understanding Employee Culture-Critical to Business Success -- Case for Employee Engagement -- Employee-Facing Initiatives -- Employee Heaven or Pressure Cooker -- Creating a High-Energy, Customer-Aware, Employee-Driven Workplace -- Super Chicken -- Strategies to Improve the Employee Experience -- Employee Engagement Has a Direct Impact on Your Profitability -- 5: Customer Engagement Defined -- Customer Engagement -- Customer Experience 101 -- How Customers Buy -- Changing the Historical Mind-Set -- Feeding Data into UX Design -- Get Personal -- Art of the Possible -- 6: How to Win the Talent War -- Attrition: Curse or Blessing -- Ascend -- Management Academy -- Dashboards -- Agile and Elastic -- Work-Life Balance -- Technical Skills -- Conclusion: Drastically Competitive Job Market.

7: Gender Diversity Isn't a Plus, It's a Business Imperative -- State of Diversity Today -- Economic Case for Gender Diversity -- Organizational Benefits of Gender Diversity -- Why We Are Drawn to the Familiar -- Employee Turnover -- Improve Access to Target Markets -- Enhance Reputation -- Men Benefit, Too -- Increase Innovation -- Unconscious Bias and Its Effects on Gender Diversity -- Strategies to Overcome Gender Bias -- How to Achieve Gender Diversity in Your Organization -- 8: Right Time, Right Moment, Right Channel -- Bridging Customer Service and Social -- Communities -- Call Centers Still Matter -- Customer Service Excellence, Not Case Management -- 9: Turning Data into Action -- The Challenge of Data -- Data Integration/Migration/Quality-A Salesforce Recap -- Data Silos/Democratization -- What You Can Do Now -- Mobile and IOT -- Executive Action -- 10: How Good Design Creates Seamless Experiences -- Design -- Simplicity -- Convergence of Data, Design, and Culture -- Power of Storytelling -- Mobile -- 11: Digital Marketing: Standing Out in the Sea of Sameness -- Marketing: Crash Course -- Importance of Brand -- The Customer Journey -- Marketing Campaigns (or, How You Structure and Measure Your Marketing Initiatives) -- Leveraging Technology -- Multichannel, Omnichannel, Universal -- Content Marketing -- Final Thoughts -- Notes -- Acknowledgments -- Index -- End User License Agreement.