Synopses & Reviews
Synopsis
Customers today have heightened and fast-evolving expectations. Organizations need to come up with more than a simple quick fix in order to stay afloat and compete for their attention and loyalty.
Many organizations have not responded effectively to the new generation of customers created by innovations such as mobile connectivity, AI and machine learning. As a result of failing to build the internal strategy, culture, processes and teams needed to deliver great customer experiences, they suffer higher costs, unnecessary brand damage and unhappy customers. Leading the Customer Experience provides a bold, path-breaking guide to delivering experiences that win loyalty and deliver outstanding business results.
Based on the author's extensive experience working with B2B and B2C organizations in the private sector and government, Leading the Customer Experience begins with an explanation of what customer experience is and then shows how to establish a customer experience vision. More importantly, the book reveals how to align processes and empower employees to make decisions consistent with that vision.
More than just laying out strategy, Leading the Customer Experience shows how to build a team and an organizational culture that can execute on a customer experience vision. The author tackles key technological, cultural and leadership challenges, outlines how to use metrics, and discusses the emerging role of Chief Customer Officer (or Customer Experience Officer). He also provides specific guidance on how to tackle megatrends that will influence service delivery well into the next decade.
Synopsis
Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services and technologies such as AI and mobile. Failing to build the necessary strategy, culture and processes, they suffer from high costs, dissatisfied customers and brand damage.
The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way.
Leading the Customer Experience is easy to understand and imminently practical. It is based on the author's extensive experience both as a founding partner of one of the world's most influential customer management organizations, and his work with B2B and B2C organizations in the private and public sectors.
The author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. Leading the Customer Experience is relatable to anyone leading, managing or aspiring to better understand customer experience.
Synopsis
DISTINGUISHED FAVORITE: NYC Big Book Award 2021 - Marketing & PR
Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services and technologies such as AI and mobile. Failing to build the necessary strategy, culture and processes, they suffer from high costs, dissatisfied customers and brand damage.
The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way.
Leading the Customer Experience is easy to understand and imminently practical. It is based on the author's extensive experience both as a founding partner of one of the world's most influential customer management organizations, and his work with B2B and B2C organizations in the private and public sectors.
The author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. Leading the Customer Experience is relatable to anyone leading, managing or aspiring to better understand customer experience.