Exceptional Customer Experience
Kogan Page Ltd (Verlag)
978-1-3986-0838-2 (ISBN)
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Increase customer loyalty, boost brand advocacy and ultimately benefit your bottom line through adopting a customer experience (CX) strategy to become intentionally and sustainably customer centric.
While brands and businesses recognize the need to put customers at the heart of everything they do, many struggle to truly turn this into a demonstrable reality, and shift from being product or sales led to customer led. Exceptional Customer Experience presents a strategic joined-up blueprint to delivering a customer centric approach across all of a brand's touch points. Describing both the organizational and leadership competencies required to be sustainably customer focused, it features practical self-assessment exercises to determine maturity against each of them.
Also showing how to align a CX strategy with a wider business strategy and how to measure appropriately to drive improvement, Exceptional Customer Experience contains case studies and examples from the likes of Amazon, Disney and The Ritz Carlton to showcase best-in-class techniques. Written by a leading industry expert who was recognised as 2021's Top CX Influencer by Customer Experience Magazine (CXM), this is a complete resource for transforming a business or brand's customer experience from being reactionary to revolutionary.
Ian Golding is a leading customer experience (CX) consultant who works with companies including BT, Pfizer, Thomson Reuters and Cisco. Based in Chester, UK, he was recognized in 2021 as the Customer Experience Magazine's (CXM) Top CX Influencer. A founder and inaugural board member of The Customer Experience Professionals Association (CXPA), he is an Executive Director and Ambassador for The Customer Institute and the Director for The Chartered Institute of Marketing (CIM)'s course on customer experience management.
Chapter - 01: The CX dilemma – the legacy of product and sales led organizations;
Chapter - 02: The fundamentals of customer experience;
Chapter - 03: Key customer experience frameworks and structures;
Chapter - 04: Customer experience organizational competencies;
Chapter - 05: Customer experience leadership competencies;
Chapter - 06: Creating a sustainably customer-centric strategy;
Chapter - 07: Aligning your CX strategy with your business strategy;
Chapter - 08: Empowering your employees – aligning technical competence and organizational clarity;
Chapter - 09: Measuring appropriately to drive improvement;
Chapter - 10: Assessing your customer experience maturity;
Chapter - 11: Key takeaways – creating your action plan
| Erscheint lt. Verlag | 3.10.2023 |
|---|---|
| Verlagsort | London |
| Sprache | englisch |
| Maße | 156 x 234 mm |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management | |
| ISBN-10 | 1-3986-0838-6 / 1398608386 |
| ISBN-13 | 978-1-3986-0838-2 / 9781398608382 |
| Zustand | Neuware |
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