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The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers Hardcover – October 14, 2011
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Henry Chesbrough, author of Open Innovation, and professor at the Haas Business School, UC Berkeley
"Moving from CE 1.0 to CE 2.0, organizations and practitioners need a solid blueprint for success. Reza, Vinay and Volker created a clear and concise guide. If you are ready to transform your organization, start by reading this book."
Lior Arussy President, Strativity Group and Author of Customer Experience Strategy
"The Customer Experience Edge is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified or simply baked into business plans to deliver an exceptional customer experience."
Deb Dexter, Customer Service Director, Cardinal Health
"Technology advances are raising the human expectation of what an experience with a company can and should be. Finally a book has been written that combines behavioral psychology, micro-economic and technology considerations defining the customer experience edge."
Paul D'Alessandro, Partner, PricewaterhouseCoopers
"If you are serious about making each interaction build into great customer experiences, this book will give you a blueprint - and real life examples - to make it happen."
Brent Leary, co-founder and partner of CRM Essentials
Top Customer Reviews
When you want to learn, you will never find a single author, a single course or a single experience that will teach you all. So you will have to approach the learning from different perspectives. Forums such as Amazon and the the social media are forcing authors and schools to adapt to ensure that they are creating a new customer experience edge by understanding that readers want a holistic experience in learning properly structured in a pedagogical manner. If the authors are paying attention, they will use this feedback to improve the future editions as I believe they are extremely knowledgeable and need to design a better customer edge experience for their audience.
The authors have built in several case studies that explain how other companies implemented this process primarily using an IT system and base their premise on the fact that IT Integration is the only way to achieve excellence in creating customer experiences. While an IT system definitely makes it easier to connect the dots, there are simpler ways of achieving this when you dont have the budget for an integrated ERP solution.Read more ›
Given the title, this book gives more space than most to some key, current issues in customer experience which will be of interest to most readers. There is a chapter devoted to B2B, one on technology as the core ingredient, adding disruptive technologies for a competitive edge, emerging markets and exporting a profitable customer experience, as well as insightful information in the appendices on the Bloomberg Businessweek survey on customer experience with survey questionnaire and methodology details. Unlike many books in this field, this one covers new opportunities through mobile devices and social media and incorporates the role of technology throughout the book.
1. Define a vision for a customer experience that differentiates your company from the competition
2. Earn customer trust with the four customer experience essentials
a. Reliability (Live up to the promise)
b. Convenience (Offer choice, consistency and timeliness)
c. Responsiveness (Listen and respond quickly)
d. Relevance (Ensure that offerings and interactions are personalized and meaningful)
3. Get your technology house in order before trying to optimize the customer experience
4. Empower employees with flexible processes, accurate and timely information, and easy to use tools
5. Adopt new hiring and training practices for support personnel
6. Segment your customers and deliver differentiated experiences
7. Ensure multichannel consistency
8. Develop and use new, outside in metrics
9. Move beyond B2B and B2C to P2P, or Peer to Peer
10. Gather customer intelligence from numerous sources and incorporate these data into your processes and your product or service offerings
11. Identify your customers' moments of truth and excel at them
12. Design processes from the customer's perspective, not for internal efficiencies
13. Have clearly stated financial goals as a prominent part of the customer experience strategy
14. Think "Personalization"
15. Select new technologies to raise the customer experience bar
Most Recent Customer Reviews
I had to buy this book for my college class. At first I thought this book would be boring, but that saying don't judge a book by its cover is true. Read morePublished 18 months ago by Sarah Campbell
The book is well written with ample cases. Customer Experience is still relatively new in marketing and requires longer time to consolidate a clear conceptual framework. Read morePublished on December 11, 2013 by Yeung See Ming Kevin
The book is very easy to read and provides a great overview of the current state of customer engagement without getting "overly technical. Read morePublished on April 21, 2012 by HBOutland
This book brings together many different elements that have to come together to provide a customer experience into an framework that you can apply to your own business to... Read morePublished on March 8, 2012 by N. Simha
I read this book over the holidays and it gave me some great insight into what a strong Customer Experience can look like. Read morePublished on March 2, 2012 by Tim Shine