WHAT IS CUSTOMER EXPERIENCE (CX)?
‘Customer experience (CX) is the product of an interaction between an organisation and a customer over the duration of their relationship ... A good customer experience means that the individual’s experience during all points of contact matches the individual’s expectations.’
ABOUT THE BOOK
Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart.
From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.
Learn how to:
develop and implement your CX strategy
align your organisation’s culture around CX
map your customer’s journey using best practice templates
engage your customers across multiple channels
respond to current and future customer trends and technologies, such as artificial intelligence.
Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it.
AVAILABLE FROM ALL GOOD BOOKSTORES AND ONLINE GLOBALLY
'Transform Customer Experience … is absolutely jam-packed with the latest thinking, the most competitively successful ideas and practical case studies from around the world.’
DON PEPPERS, best-selling author and global CX authority
GOOD TO GREAT CX
In this ground-breaking book, industry strategist Isabella Villani offered practical advice, case studies and templates to give you a head start in designing, implementing and sustaining a 'wow' customer experience. This 'how-to' guide leveraged industry data and insights to help you build new approaches that will transform your organisation’s CX from good to great.