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Review
"This is a terrific book. It paints a picture of what the 21st Century
company has to look like. In today's hypercompetitive markets the business
has to be profoundly customer centric if it is to prosper. This is not about
clever advertising but creating a genuine commitment among employees to
provide customers with a unique, quality experience.
"What makes the book different is that the authors have chosen 19
fascinating businesses, most of them now household names, like Amazon, Tesco
and Manchester United. Instead of a dull academic treatise they let the top
executives do the talking about what makes their companies different. It
provides a host of up-to-date insights for managers and
MBAs."
Professor Peter Doyle, Warwick Business School
"How often do you get the chance to have an unmediated head-to-head with
business leaders who are delivering on the new frontier of business - the
customer experience? There are so many books out there trying to interpret
the essence of business success that it is refreshing to find one where the
interviewees at the heart of the book tell their story in their own words,
instead of being paraphrased, interpreted or misinterpreted.
"So if you want to hear direct from Richard Branson and his lieutenants,
Carphone Warehouse's Charles Dunstone and other uncommon business leaders -
many of whom are notoriously reluctant to be interviewed - the 'Uncommon
Practice' is the book that lets you hear their story straight from the
horse's mouth."
Phil Dourado, Editorial Director, eCustomerServiceWorld.com
'This book takes an original approach to its subject and comes up with some
uncommonly useful lessons.'
Rufus Olins, editor-in-chief and publisher, Management Today
"It is a fascinating book...it provides insights into some of the most challenging brands of the late-20th century and gives an instant guide to some of their most innovative ideas."
Marketing
Phil Dourado, Editorial Director, eCustomerServiceWorld.com
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What Do Customers Ultimately Buy After Viewing This Item?
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78% buy the item featured on this page: Uncommon Practice: People Who Deliver a Great Brand Experience £27.82 |
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8% buy Managing the Customer Experience: Turning Customers into Advocates £14.99 |
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7% buy See, Feel, Think, Do: The Power of Instinct in Business £8.99 |
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4% buy Building Great Customer Experiences £13.68 |
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