Customer Reviews

The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers

5 star:		(2)
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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

This is an excellent book to look at the business side of customer experience management. There are many books about the theory and the design. This book talks about how companies can set in place profitable customer experience management strategy based on customer loyalty. It's easy to read and the case studies bring the theory to life.The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers