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.
Foreword
Acknowledgments
Introduction
Part I : Customer Experience : The New Competitive Battleground
Chapter 1 : Customer Experience in the "New Normal"
Chapter 2 : The Four Essentials of a Profitable Customer Experience
Chapter 3 : B2B Customer Experience : Different Animal, Same Spots
Part II : Making It Happen
Chapter 4 : Throwing Out the Old Playbook
Chapter 5 : The New Customer Experience Recipe
Chapter 6 : A Fresh Look at the Top and Bottom Lines
Part III : Technology : The Core Ingredient
Chapter 7 : The Underlying Foundation for the Customer Experience Edge
Chapter 8 : Adding Disruptive Technologies to Advance the Game
Chapter 9 : IT as the Catalyst of CE Transformation
Part IV : Sustaining the "Wow"
Chapter 10 : Ten On-Ramps to the Customer Experience Freeway
Chapter 11 : Measures of Success
Chapter 12 : Emerging Economies : Exporting a Profitable Customer Experience
Chapter 13 : The Future of Customer Experience
Chapter 14 : Action Items for Achieving the Customer Experience Edge
Notes
Bibliography
Resources
Index
