Description
Book SynopsisCompanies who invest in successful Customer eXperience (CX) innovation stand out from the crowd. Markets tend to reward these companies because it is rare for firms to try something new, much less prove customer acceptance of their attempted innovations. Firms offering remarkable CX create loyal customers who happily pay more for their products and services, and then refer them to other customers for free. This book outlines innovative processes used to research, conceive and develop innovations in the CX space for both large and small companies. The challenge is not so much finding out what customers like, as it is remaining apart from the crowd of rivals and copycats. Written as a practical guide for managers with a background in line management, operations, marketing, finance or customer service, this book contains a simple framework with an extensive range of design thinking and creative problem solving tools. Starting with a validation for investing in improving your firm’s CX, the book also provides a primer on competitive advantage, the most critical objective of strategic planning. Mastering the book’s content creates the potential for any business manager or owner to find a hard-to-copy market advantage and drive their business’ growth.
Trade ReviewIntended for managers or business owners looking to optimize their customer experience (CX) quotient, the guide begins with an introduction to CX, explaining why the customer experience is an intricate part of any business. Among other issues, the concept of branding is discussed, as well as the pros and cons of hype and the real value of customer satisfaction. The text then offers tips and advice as to how an owner may improve the CX of a business. Real life examples and models from businesses like the Ritz Carlton and Ikea are included. Of special note are the sections dealing with online business. -- Annotation ©2018 * (protoview.com) *
Table of ContentsChapter 1. Introducing Sheep and PiratesChapter 2. Why Improving Your CX is Important Chapter 3. Understanding Competitive Advantage Chapter 4. How to Benchmark Your CX Chapter 5. How to design incremental CX improvements Chapter 6. How to evolve or transform your CX Chapter 7. Bringing it all together
