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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

4.3 out of 5 stars 11 customer reviews

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Editorial Reviews

Review

"To differentiate yourself and delight your customers, you must manage your customer's experience with your goods or services, and your company.  This invaluable book will show you why you must do this, and how to do it well."
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

Review

"This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It's more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You've spent way too much time reaching this endorsement. Read the book instead. It's so worth it." -Paul Greenberg, author of CRM at the Speed of Light.
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Product Details

  • Hardcover: 320 pages
  • Publisher: McGraw-Hill Education; 1 edition (October 14, 2011)
  • Language: English
  • ISBN-10: 007178697X
  • ISBN-13: 978-0071786973
  • Product Dimensions: 6.3 x 1 x 9.3 inches
  • Shipping Weight: 1.4 pounds (View shipping rates and policies)
  • Average Customer Review: 4.3 out of 5 stars  See all reviews (11 customer reviews)
  • Amazon Best Sellers Rank: #1,320,434 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

Format: Hardcover Verified Purchase
Einstein said every year "The questions are the same, the answers are different and you cannot solve a problem with the mindset that you created it". The book starts on this premise that the business problems are same i.e customers are demanding more and those who ignore this reality risk oblivion, customer experience edge is the new normal. Obviously, if you are new to this concept altogether, you will soon realize halfway through the book that you were kinda locked in your box and unable to see the world from this new rapidly developing point of view.

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.
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Format: Hardcover
My wife gave me this book as I work in IT and create user experiences. It is a great business read about how B2B and B2C companies can implement a profitable customer experience management strategy. Based on research and interviews, the authors developed a four-pillar framework as a guideline for companies. Throughout the book the authors address the role of technology to make the customer experience management strategy work. They cover new opportunities through mobile devices and social media. I gave the book five stars as it is filled with case studies and as it shows the business side of creating great customer experiences. The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers
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Format: Hardcover
Useful information on B2B, technology in CE, applications in emerging markets (with case study), and good examples of disruptive technology and preserving your competitive edge in CE.
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.
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Format: Hardcover Verified Purchase
Nice size, but not the typical textbook. It doesn't have the typical questions or scenarios at the end of each chapter. I am glad that the book did not have the common, shiny-paper, that is found in so many textbooks. The flat sheen reduced glare from lighting and it was appreciated. Context-wise, it obviously contained good information. It pushed its concept of "four customer experience essentials" pretty hard, as well as the three pillars of customer experience.
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Format: Hardcover
Perhaps I had been numbed by the many books of the customer service/experience genre I read before or there had not been any major paradigm shift in the last decade (for those who wanna challenge me on that, please be reminded that the ideal world conceived to be made possible by the internet well existed before Y2K and FB), I found this book readable, but certainly far from outstanding. So, to help potential buyers/readers make cleverer choices, below please find the list of proposed action items for their considerations.

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
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