The Swipe-Right Customer Experience: How to Attract, Engage, and Keep Customers in the Digital-First World

The global COVID-19 pandemic has forced businesses to rethink the role of digital in their operations and prioritize customer experience. Companies have transformed their infrastructure, processes, talent, and culture around the customer experience, combining real-life and digital interactions. The Swipe-Right Customer Experience provides insights into how top-performing companies have rebuilt themselves around the experience they offer to customers, including culture, skills, processes, technology trends, and measuring.

Format: Paperback / softback
Length: 240 pages
Publication date: 08 December 2022
Publisher: HarperCollins Focus

The global COVID-19 pandemic has profoundly impacted the way we operate and the role of digital in business and our lives. While digital has always been a priority for many organizations, the pandemic has underscored its essentiality in meeting the critical needs of businesses. In this new era, people are seeking authentic experiences that go beyond mere transactions, transforming them into meaningful engagements and challenging the notion of materialism.

The pandemic has shifted our perspective on the world, moving us away from consumerism and emphasizing the importance of finding balance and focus. Customer experience has become a holistic blend of real-life interactions and digital engagement, encompassing a wide range of experiences such as meditative museum visits, entertaining shopping trips, and seamless omnichannel support in virtual fitting rooms.

The Swipe-Right Customer Experience delves into how leading companies have transformed their customer experience beyond merely offering technological enhancements. It highlights the importance of rebuilding infrastructure, processes, talent, and culture around the customer experience. By doing so, these companies have achieved exceptional performance in various industries.

The book provides valuable insights into the changing landscape of customer experience, the role of digitization, and the reasons why customer experience matters more than ever. It reveals the secrets of top-performing companies in different sectors, showcasing how they have rebuilt themselves around the exceptional experiences they offer to customers.

The book also emphasizes the need for organizations to undergo transformation in several internal components, including culture, skills, processes, workflow, brand, and measuring. It explores the latest technology trends driving next-level customer experience, enabling businesses to stay ahead of the curve and deliver exceptional value to their customers.

In conclusion, the global COVID-19 pandemic has accelerated the digital transformation of businesses and our lives. The pandemic has shifted our focus towards authentic experiences and challenged the status quo. The Swipe-Right Customer Experience provides valuable insights and strategies for businesses to thrive in this new era, enabling them to build or rebuild their infrastructure, processes, talent, and culture around the customer experience. By embracing the power of digital and real-life interactions, businesses can create exceptional experiences that resonate with customers and drive long-term success.

Weight: 222g
Dimension: 213 x 139 x 16 (mm)
ISBN-13: 9781400232307