Customer Experience Unearthed
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Customer Experience Unearthed
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Author : Julien Rio
language : en
Publisher: Julien Rio
Release Date : 2023-11-30
Customer Experience Unearthed written by Julien Rio and has been published by Julien Rio this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-11-30 with Business & Economics categories.
Have you ever paused to consider the Customer Experience from the consumer's viewpoint? It's easy to forget, while ensconced in professional roles, that we are also everyday customers navigating an array of experiences—both delightful and disheartening. This book invites you on a revelatory journey, seeing the world through the eyes of genuine customers. Eschewing complex journey mapping, we zero in on the authentic human experience. Featuring 40 powerful stories from the CX Therapy series, this guide uncovers frequent hiccups in customer journeys and arms you with practical solutions. An essential read for anyone committed to elevating simple transactions into memorable experiences. Why is this a book you should add to your shelf: At the heart of every successful business lies a deep understanding of its customers. Yet, in the fast-paced modern business world, professionals often become insulated from the genuine, ground-level experiences of their consumers. Here's why "Customer Experience Unearthed" is an indispensable read for anyone seeking to bridge this gap and truly comprehend the consumer journey: 1. Experience the Customer's Reality: This book doesn't just talk about Customer Experience from a corporate boardroom perspective. It dives deep into the world of the consumer. By reading, you'll step into the shoes of real customers and witness their highs and lows, enabling you to gain an authentic perspective of prevailing Customer Experience gaps. It serves as a poignant reminder that behind every feedback, complaint, or praise, there's a genuine human experience awaiting attention. 2. Concrete Strategies Over Theories: While there's no shortage of literature that discusses the importance of Customer Experience, few provide actionable, practical solutions grounded in real-world experiences. This guide, enriched with 40 relatable stories from the CX Therapy series, doesn't just highlight problems—it equips you with tangible strategies. 3. Connect the Dots for a Holistic Understanding: Every touchpoint in a customer's journey contributes to their overall experience. Recognizing this, the book provides an immersive exploration into various steps of the customer journey. Rather than being siloed, you'll see how these steps interlink, amplifying the importance of each in constructing an impeccable overall experience. By understanding the full spectrum, businesses and professionals can better anticipate customer needs and craft journeys that truly resonate. What experts say about it: Whether you're a jaded consumer seeking to understand why businesses fail you, a CEO with a desire to shift your company's perspective, or a CX professional looking for fresh ideas, this book is your go-to resource. Julien's Customer Experience Unearthed is exactly what the doctor ordered for anyone and everyone involved in creating customer experiences. Shep Hyken The stories that form the basis for Customer Experience Unearthed resonate with us all – bad customer experiences. The magic of Julien Rio’s telling of these too-familiar tales is in the tactics each chapter offers on how to correct the core issues that led to customer service failure. Whether you are a customer service manager, a product manager, a contact center agent or a senior executive, this book offers practical advice on how to create the customer happiness that each business strives to deliver. Sheila McGee-Smith We all, as consumers, want to be heard and understood. In fact empathy and proactivity have become key skills when it comes to having digital customer conversations - and they are also pillars of this book. Page after page, Julien provides vivid case examples of major customer experience hiccups and gaps with a constructive goal: showing where most pain points lie to help companies improve and remove them. That's why 'Customer Experience Unearthed' is more than just a book, it's an actionable guide for organizations willing to question themselves to improve. Paolo Fabrizio This book emerges as a crucial resource for Customer Experience professionals, emphasizing the underutilized force of storytelling. It does not merely preach the utility of storytelling; rather, it embodies it, illustrating its principles through clear, compelling narratives that resonate with professionals in the field. The author's expertise shines through as they offer not only an understanding of storytelling's power but also practical solutions and creative ideas to tackle the complex issues CX professionals face. This book is more than an instructional guide—it is an inspiration, encouraging the integration of storytelling into the CX toolkit to create impactful and memorable customer experiences. Michael Brandt The prose is sparkling, the articulation is clear and there's nuance in Julien's observations that respects the complexity of the CX field. A valuable, real-world listing of possible solutions that lifts the book above the realm of 'complain porn' and into one of use & value to the Reader. So if you have Customers – and have some level of interest in what they think or how they feel when they interact with you – then enjoy this book! Daniel Ord About the author: Julien Rio is the co-founder of CX Therapy, a vlog series launched in 2021 with Max Ball, that explores real-world customer experiences across various sectors. A Certified Customer Experience Professional (CCXP), Julien brings 15 years of marketing expertise from both Asia and Europe to his work.
Customer Experience Excellence
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Author : Tim Knight
language : en
Publisher: Kogan Page Publishers
Release Date : 2021-08-03
Customer Experience Excellence written by Tim Knight and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-08-03 with Business & Economics categories.
Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement. Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver. However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results. Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.
The Customer Experience Manual
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Author : Alan Pennington
language : en
Publisher: Pearson UK
Release Date : 2016-09-14
The Customer Experience Manual written by Alan Pennington and has been published by Pearson UK this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-09-14 with Business & Economics categories.
Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you’ll discover: Why customer experience is so important in business – and how it applies to you How to use customer experience tools in your business – step by step guides on how to use CX metrics and how to learn from them Alongside the theory and practical how-to guidance, there will be a range of examples of ‘thinking differently’ about everyday situations to engage the reader. Plus, with case studies from International Companies, readers will discover not only what works well but also the hard lessons they have learned. The Customer Experience Book shows you how to understand, measure and improve customer experience in your business, whatever your level. The full text downloaded to your computer. With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends Print 5 pages at a time Compatible for PCs and MACs No expiry (offline access will remain whilst the Bookshelf software is installed. eBooks are downloaded to your computer and accessible either offline through the VitalSource Bookshelf (available as a free download), available online and also via the iPad/Android app. When the eBook is purchased, you will receive an email with your access code. Simply go to http://bookshelf.vitalsource.com/ to download the FREE Bookshelf software. After installation, enter your access code for your eBook. Time limit The VitalSource products do not have an expiry date. You will continue to access your VitalSource products whilst you have your VitalSource Bookshelf installed.
Customer Experience For Dummies
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Author : Roy Barnes
language : en
Publisher: John Wiley & Sons
Release Date : 2014-10-29
Customer Experience For Dummies written by Roy Barnes and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-29 with Business & Economics categories.
Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises. The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more. Gives you the tools you need to target customers more precisely Helps you implement new social and mobile strategies Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels Explains how a fully-engaged customer can help you outperform the competition Learn how to respond effectively to customer feedback Your brand's reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers.
Unselling
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Author : Scott Stratten
language : en
Publisher: John Wiley & Sons
Release Date : 2014-09-29
Unselling written by Scott Stratten and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-09-29 with Business & Economics categories.
UnSelling is about everything but the sell. We put all of our focus on the individual purchase transaction, while putting the rest of our business actions second. We've become blind to customer service, support, branding, experiences and even product quality. Sixty percent of a purchasing decision is made before a customer even contacts you. We have funnel vision, and it needs to stop. Unselling is about the big picture: creating repeat customers, not one-time buyers. Create loyal clients that refer others, not faceless numbers. Becoming the go-to company for something, before they even need you. You don't need social media, but you can be connecting with your clients socially. Your video doesn't have to be viral in front of a million people, just contagious in front of your specific market. Content, connection, engagement. It's time to separate from the pack of noise. It's time to UnSell.
Customer Experience Management The Experiential Journey
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Author : James Seligman
language : en
Publisher: Lulu.com
Release Date : 2018-09-19
Customer Experience Management The Experiential Journey written by James Seligman and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-09-19 with categories.
Organizations that want to deliver required outcomes can do so by shifting gears from traditional 'command and control tactics', to a more collaborative way of working with customer interactions, ensuring relevant skills and capabilities are made available. By investing in technology, organizations that support the customer experience can provide accurate forecasting, customer in sight, and the skills and capabilities regardless of their location and time zone. Processes that span the back office to the front office should provide real time insight into the interpersonal experience journeys and enable co-creation of goods and services.
The Customer Experience Edge Technology And Techniques For Delivering An Enduring Profitable And Positive Experience To Your Customers
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Author : Reza Soudagar
language : en
Publisher: McGraw Hill Professional
Release Date : 2011-10-28
The Customer Experience Edge Technology And Techniques For Delivering An Enduring Profitable And Positive Experience To Your Customers written by Reza Soudagar and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-10-28 with Business & Economics categories.
“This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It’s more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You’ve spent way too much time reading this endorsement. Read the book instead. It’s so worth it.” —Paul Greenberg, author of CRM at the Speed of Light “To differentiate yourself and delight your customers, you must manage your customers’ experience with your goods or services, and your company. This invaluable book will show you why you must do this, and how to do it well.” —Henry Chesbrough, author of Open Innovation and Professor at the Haas School of Business, University of California Berkeley “Technology advances are raising the human expectation of what an experience with a company can and should be. Finally, a book has been written that combines behavioral psychological, micro-economic, and technological considerations defining the customer experience edge.” —Paul D’Alessandro, Partner, PricewaterhouseCoopers “As we move from Customer Experience 1.0 to Customer Experience 2.0, organizations and practitioners need a solid blueprint for success. Reza, Vinay, and Volker have created a clear and concise guide based on global best practices and proven principles. If you are ready to transform your organization, start by reading this book.” —Lior Arussy, President, Strativity Group, and author of Customer Experience Strategy “The Customer Experience Edge is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified, or simply baked into business plans to improve or deliver an exceptional customer experience.” —Deb Dexter, Customer Service Director, Cardinal Health About the Book: Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail—the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back—and that sets you apart from the competition. You need to seize The Customer Experience Edge. Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks—foundational and disruptive technologies. These are the authors’ main fields of expertise, and these are what make the customer experience profitable. The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to: Develop products and services that are highly valued by customers Form bonds that keep clients from turning to competitors Transform customers into your best advocates It’s a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.
Customer Experience 3 0
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Author : John A. Goodman
language : en
Publisher: HarperChristian + ORM
Release Date : 2014-08-12
Customer Experience 3 0 written by John A. Goodman and has been published by HarperChristian + ORM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-08-12 with Technology & Engineering categories.
Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.
Revolutionize Your Customer Experience
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Author : Colin Shaw
language : en
Publisher: Springer
Release Date : 2004-09-22
Revolutionize Your Customer Experience written by Colin Shaw and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004-09-22 with Business & Economics categories.
In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their customer experience.
Experiential Marketing
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Author : Wided Batat
language : en
Publisher: Routledge
Release Date : 2020-12-27
Experiential Marketing written by Wided Batat and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-12-27 with Business & Economics categories.
Experiential marketing has become an indispensable tool for all types of businesses across multiple sectors. This book provides an all-encompassing, practical, and conceptual map of contemporary experiential case studies, which together offer insights into this exciting approach to customer experience. Experiential Marketing incorporates 36 international case studies from 12 key sectors, from technology, consumer goods, and B2B to luxury, events, and tourism sectors. With a selection of case studies from leading brands, such as Coca-Cola, Nutella, Chanel, NASA, The New York Times, Pfizer, and Amtrak, the reader will learn and practice the experiential marketing tools and strategies through these examples. Expert testimonials, practical applied exercises, and the author’s online videos provide both theoretical foundations and concrete application. This is a must-read for advanced undergraduate and postgraduate Marketing and Customer Experience students and an excellent teaching resource. It should also be of great use to practitioners – particularly those studying for professional qualifications – who are interested in learning experiential marketing strategies and developing knowledge about the way big brands in different sectors are designing the customer experience online and offline. Online material includes lecture slides, a test bank of questions, an instructor’s manual, and explanatory videos.