Top positive review
One person found this helpful
on 25 October 2012
I am a serial entrepreneur, a University lecturer in Russia, Italy and the USA in Business Economics and International Law and am an international business and peak performance consultant. As such, I have read a plethora of business, motivational, peak performance, coaching, team building psychology type of books over 22 years. In fact I have enough books at home, on these subjects, to sink several ships. I therefore have read many books looking at what makes great business ideas and how to incorporate them into business practice.
This book puts forward a simple premise, focus on the customer experience to gain more and more market share, investment, profits etc. The book takes you through a large amount of research, gathered over 14 years, that shows the businesses that focuses on this key "business driver" can increase sales exponentially. The book offers the reader a complete roadmap to attaining the desired "customer experience" outcomes and understand the complexities of the customer experience.
So that is what the book promises, but is it effective in what it promises? There is no doubt that the book is very well researched and written. The thesis put forward is a very credible and one that I try and indoctrinate into my consulting clients. I always try and make sure every business owner I teach understands the importance of the customer experience. The problem I have experienced in trying to teach this, is that a lot of business owners get the basic idea, but their perception of the experience versus the actual experience, can be very different. This book looks at this key problem and offers practical steps a business owner can take, so as to understand the real customers perception. Only by understanding this perception can a business develop a greater experience for the customer. For me, the book covers virtually every aspect of how to understand and then enhance the customer experience and I can only recommend it, if you too want to put customers first.
This is a very good book, that is well written and should if enacted upon, help any business to enhance the customer experience, in virtually any business. This book puts forward a valid theory and puts forward practical solutions so as to enact what should be a fabulous experience for each and every customer of your business.