Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results

The mandate to get customer experience right is urgent and requires a bold, step-by-step approach. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It is easy to understand and practical, based on the author's extensive experience and down-to-earth explanations.

\n Format: Paperback / softback
\n Length: 280 pages
\n Publication date: 03 May 2021
\n Publisher: Kogan Page Ltd
\n

Many organizations and leaders find it challenging to adapt to the rapidly changing customer expectations driven by advancements in products, services, and technologies, such as artificial intelligence (AI) and mobile. Without the necessary strategy, culture, and processes in place, they face significant costs, dissatisfied customers, and damage to their brand reputation. The urgency to deliver exceptional customer experiences is paramount.

Leading the Customer Experience: A Guide to Shaping Experiences that Win Loyalty and Deliver Outstanding Business Results is a comprehensive resource designed to help leaders navigate this complex landscape. Authored by a seasoned expert with extensive experience in founding a prominent customer management organization and working with both B2B and B2C organizations in the private and public sectors, the book offers a bold, step-by-step approach to guide organizations toward success.

What sets this guide apart is its accessibility and practicality. The author's clear and concise explanations cut through jargon and clutter, making the content easy to understand and apply. Through compelling stories and examples, the book brings important principles to life, making it relatable to anyone leading, managing, or aspiring to better understand customer experience.

In today's competitive landscape, where customer satisfaction and loyalty are crucial for business growth, Leading the Customer Experience provides valuable insights and strategies to help organizations differentiate themselves. By prioritizing customer experience, organizations can build strong relationships with their customers, foster loyalty, and drive repeat business. The book offers practical guidance on how to create customer-centric strategies, design exceptional experiences, and measure and improve customer satisfaction.

Whether you are a CEO, manager, or team member, Leading the Customer Experience is a valuable resource that will empower you to lead and drive positive change within your organization. By embracing the principles outlined in this book, you can create experiences that exceed customer expectations, drive business growth, and achieve long-term success.

\n Weight: 434g\n
Dimension: 157 x 233 x 27 (mm)\n
ISBN-13: 9781789666878\n \n