Top positive review
on 16 January 2017
This is a really enjoyable, well researched and insightful book. The content is split into three parts.
PART 1 describes what customer experience means, the value of it and how it is related to the revenue in your company brings in, and the complex sort of relationships among a company’s employees, partners and customers that determines the quality of all customer relations.
PART 2 is about the six disciplines of customer experience: strategy, customer understanding, design, measurement, governance, and culture. Mastering these will give your company a competitive advantage that will set you apart from your competitors.
PART 3 takes you through the steps you need to take to deliver a great customer experience and the order to take them in, the role of a dedicated customer services officer, and how customer experience will determine which companies will succeed in the future.
Dedicating yourself to improving your customers experience is one of the smartest and most profitable things that you can ever do. Your customers are those people whose satisfaction determines the success of your organization and career and so I highly recommend this book to everyone who contributes, directly or indirectly, to giving the customer a brilliant experience.