Customer experience and customer experience management (CEM) has been on the corporate agenda for several years now, and interest in the topic seems to be gaining more momentum. Reams of paper are devoted to books and articles published on the topic. So why this book?
In helping organizations design and implement customer experience strategies, my colleagues at Strativity Group and I have been in the trenches many times. There we learned how to convert blue-sky concepts into real-life results. We struggled to transform sometimes rather stubborn product-centric organizations into customer-loving companies. And we succeeded. During the process, I discovered something rather simple. All the customer experience experts are publishing literature that tells why you should improve your customer experience but not how.
Update: We, at Strativity Group, are aware of the illegibility of the charts, and have tried several times since the release of the book to get the charts issue addressed. Unfortunately, in our efforts to get the file fixed, the problem has gone on unresolved and the customer has been the one to suffer. We've posted a PDF on our website to at least make the charts available in a workable format. It can be downloaded at the link below. We apologize for the inconvenience and hope this will work as a substitute until we can resolve the problems in the book itself.
http://www.strativity.com/media/CEStrategyBook-Charts-082911.pdf
In helping organizations design and implement customer experience strategies, my colleagues at Strativity Group and I have been in the trenches many times. There we learned how to convert blue-sky concepts into real-life results. We struggled to transform sometimes rather stubborn product-centric organizations into customer-loving companies. And we succeeded. During the process, I discovered something rather simple. All the customer experience experts are publishing literature that tells why you should improve your customer experience but not how.
Update: We, at Strativity Group, are aware of the illegibility of the charts, and have tried several times since the release of the book to get the charts issue addressed. Unfortunately, in our efforts to get the file fixed, the problem has gone on unresolved and the customer has been the one to suffer. We've posted a PDF on our website to at least make the charts available in a workable format. It can be downloaded at the link below. We apologize for the inconvenience and hope this will work as a substitute until we can resolve the problems in the book itself.
http://www.strativity.com/media/CEStrategyBook-Charts-082911.pdf
