Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all in order to enhance their customer service experience. Customer Experience 3.0 provides firsthand guidance on what works, what doesn't, and the revenue and word-of-mouth payoff of getting it right. John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows readers how to design and deliver flawless services and products while setting honest customer expectations create and implement an effective customer access strategy, capture and leverage the voice of the customer to set priorities and improve products, services and marketing, and use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction.