Creating a Customer Experience-Centric Startup: A Step-by-Step Framework

This book provides a step-by-step guide to creating a customer experience-centric company, introducing impactful tools for managers to succeed. It originates from various disciplines and guides managers through the process of creating a start-up, focusing on applying proven principles in a new context.

Format: Paperback / softback
Length: 152 pages
Publication date: 02 February 2023
Publisher: Springer Nature Switzerland AG

In today's dynamic and competitive business landscape, startups and brands alike strive to achieve a remarkable customer experience (CX) that sets them apart from their competitors. To achieve this, a well-structured and easily applicable customer experience framework is essential. Customer experience, as defined by this framework, encompasses the entire spectrum of business activities, starting from the initial interaction with customers and extending to their final satisfaction.

The framework consists of a series of steps and tools, including Net Promoter Score (NPS), Empathy Map, Customer Journey, Golden Circle, Design Thinking, A/B-Testing, and more. These tools are carefully designed to maximize the impact on successful company building and customer experience, which is crucial in generating first and repeat buyers who become loyal fans of the brand.

The origins of these tools lie in various disciplines such as management, design, digitization, and psychology. By adopting an interdisciplinary approach, the book offers superior insights for initiating the right customer activities in today's highly competitive times.

This comprehensive book provides a systematic approach to examining customer experience and enables readers to develop their own strategies for success. Its main contributions include:

A Clear Step-by-Step Guide: The book offers a comprehensive roadmap for creating a customer experience-centric company. It guides managers through each step of the framework, providing practical insights and tools to successfully execute each phase.

Impactful Tools: The book introduces the most impactful tools that managers can use to navigate the framework effectively. These tools are designed to simplify complex processes and help managers make informed decisions at every stage of their journey.

Guiding Managers through Start-up Creation: While the book emphasizes the importance of innovative business ideas, it also highlights the significance of applying proven principles in new contexts. It guides managers through the process of creating a start-up, emphasizing the importance of customer-centricity and adaptability.

By leveraging the insights and tools presented in this book, startups and brands can elevate their customer experience to new heights, fostering customer loyalty, driving revenue growth, and ultimately achieving long-term success in the competitive business landscape.

Weight: 234g
Dimension: 210 x 148 (mm)
ISBN-13: 9783030924607
Edition number: 1st ed. 2022