1 of 2 people found the following review helpful
if you know nothing of good CX then worth a read,
Verified Purchase(What is this?)
This review is from: The Ten Principles Behind Great Customer Experiences (Financial Times Series) (Kindle Edition)
The content is good if a little muddled at times.
If you do know a little CX then this is probably going to be teaching you to suck eggs.
It really shouldn't be that difficult to get your head around the idea that pleasing your customers will ultimately lead to increased shareholder value vs focusing on short term shareholder value will almost certainly not lead to increased customer experience and long term company growth. As the author rightly highlights, most companies & analysts still do not get this seemingly obvious concept.