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The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever Paperback – December 15, 2011


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Product Details

  • Paperback: 160 pages
  • Publisher: Raphel Marketing; First edition (December 15, 2011)
  • Language: English
  • ISBN-10: 098266446X
  • ISBN-13: 978-0982664469
  • Product Dimensions: 0.5 x 6 x 9.5 inches
  • Shipping Weight: 9.6 ounces (View shipping rates and policies)
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (32 customer reviews)
  • Amazon Best Sellers Rank: #311,188 in Books (See Top 100 in Books)

Editorial Reviews

Review

The Customer Experience Revolution is a book that everyone who wants to succeed in business must read. --Todd Robinson, Founder and Former Chairman, LPL Financial

Companies that delight their customers outperform their peers. This guidebook tells us why and how they do it in industries as diverse as retailing, smartphones, food service and driver education. I highly recommended it to anyone building a customer-focused business or refocusing an existing business on the experience of the customer. --Larry Tesler, Larry Tesler Consulting, former Vice President and Chief Scientist, Apple Computer

We ve all heard about great companies like Starbucks, Apple, and Intuit, and we enjoy great experiences with them every day. However, few of us can truly articulate what it is that each of these experiences does for us, much less how we might replicate the experience in our own companies. The Customer Experience Revolution provides us with a great framework of understanding those experiences. It is a mustread for leaders who want to drive great customer experiences within their own organizations. --Steve Albee, Senior Vice President, Union Bank

Companies that delight their customers outperform their peers. This guidebook tells us why and how they do it in industries as diverse as retailing, smartphones, food service and driver education. I highly recommended it to anyone building a customer-focused business or refocusing an existing business on the experience of the customer. --Larry Tesler, Larry Tesler Consulting, former Vice President and Chief Scientist, Apple Computer

We ve all heard about great companies like Starbucks, Apple, and Intuit, and we enjoy great experiences with them every day. However, few of us can truly articulate what it is that each of these experiences does for us, much less how we might replicate the experience in our own companies. The Customer Experience Revolution provides us with a great framework of understanding those experiences. It is a mustread for leaders who want to drive great customer experiences within their own organizations. --Steve Albee, Senior Vice President, Union Bank

Companies that delight their customers outperform their peers. This guidebook tells us why and how they do it in industries as diverse as retailing, smartphones, food service and driver education. I highly recommended it to anyone building a customer-focused business or refocusing an existing business on the experience of the customer. --Larry Tesler, Larry Tesler Consulting, former Vice President and Chief Scientist, Apple Computer

We ve all heard about great companies like Starbucks, Apple, and Intuit, and we enjoy great experiences with them every day. However, few of us can truly articulate what it is that each of these experiences does for us, much less how we might replicate the experience in our own companies. The Customer Experience Revolution provides us with a great framework of understanding those experiences. It is a mustread for leaders who want to drive great customer experiences within their own organizations. --Steve Albee, Senior Vice President, Union Bank

About the Author

Jeofrey Bean is the founder and Principal of Del Mar Research and Consulting. He is a sought after speaker and insightful advisor to companies wanting to increase the certainty and effectiveness of new opportunities and their business decisions. Jeof is an expert in building valuable differentiation with marketing, product development and customer experience leadership and is known for making the seemingly complex easy to understand. Sean Van Tyne is the User Experience Director at FICO, where he provides leadership for teams across the US, Europe, and Asia. Prior to FICO, Sean worked in the User Experience field at LPL Financial and at Mitchell International, and Medibuy. Sean has consulted with companies such as Oracle, Hewlett Packard, Nokia, Kodak, and more, identifying new market segments, developing product and service strategies, and providing the vision for experience design.

Customer Reviews

4.7 out of 5 stars
5 star
75%
4 star
19%
3 star
6%
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See all 32 customer reviews
This book is an easy, fun and insightful read.
Debra Weinberger
If you haven't recognized the importance of the customer experience in the growth of your business, this will be a real eye-opener.
Laura Candler
When I read Jeofrey Bean and Sean Van Tyne's book on the customer experience revolution, however, I felt I had struck gold!
Dr. Rose

Most Helpful Customer Reviews

7 of 7 people found the following review helpful By Grady Harp HALL OF FAMETOP 100 REVIEWERVINE VOICE on February 13, 2012
Format: Paperback
FINALLY a book has been written that takes a very solid look at the marketplace and why some business fail and other succeed beyond expectations. As authors Jeoffrey Bean and Sean Van Tyne have researched so carefully and bring us sound examples of their precis, customer service and satisfaction are at the top of the list when it comes to understanding why the popular companies are doing so well while other start up companies are directing their attention solely to product and paying little attention to service. They quote such luminaries as Jeff Bezos - 'The reason I'm so obsessed with these drivers of the customer experience is that I believe that the success we have had over the past twelve years has been driven exclusively by that customer experience.' And that, from the CEO of Amazon!

The book could be a brief run through were it not for the fascinating histories it explores companies that have made it big because of their attention to the customer and that are included here are Starbucks (Surprise!). Apple, DoFors, Netflix, BMW Mini-Cooper, Betty Crocker!, and many more. The key to their success is listening to the customer, finding out what the customer wants, supplying that need and rewarding the customer for their patronage - both in the short term with 'treats' and the log term with value-added incentives. It is about understanding emotions, identifying with the person (not 'consumer' by name) who will seek to use the product, and in short, being the kind of friend and neighbor whom we, the buying public, trust and respect and emulate.

The first thought that comes to mind after and during reading this book is 'It's about time', but Bean and Van Tyne have done such solid investigation that the techniques that keep us loyal patrons are as eye-opening to us as they are to the companies who have adopted them. This is a feel good book and a major contribution to today's marketing and PR platform. Grady Harp, February 12
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6 of 6 people found the following review helpful By Dr. Rose on June 7, 2012
Format: Paperback
I consider myself a reluctant shopper and a dedicated observer of how people interact with each other in commercial settings. With that interest in mind I founded a customer relations training company in 1996.

When I read Jeofrey Bean and Sean Van Tyne's book on the customer experience revolution, however, I felt I had struck gold! Finally someone has written a book that provides an accurate and precise description of the complex nature of effective interpersonal interactions in any business setting.
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5 of 5 people found the following review helpful By L.Bruno on February 6, 2012
Format: Paperback
This book is both concise and highly readable, the ideal source to provide to a superior when trying to sell the powers that be in your organization with the need for a concerted effort to focus more on customer satisfaction than merely counting numbers and cutting prices.

This book is the perfect "Why to" book. I am hoping the authors will follow-up with a second book to provide the newly converted with a similar guide to assist in the "How to" aspects of implementing and maintaining a company program for customer satisfaction.
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3 of 3 people found the following review helpful By David Trissel on January 22, 2012
Format: Paperback Verified Purchase
This book links together those great companies that we all know and love with a common thread - a laser-like focus on the customer experience. Jeof Bean and Sean Van Tyne have compiled and clearly articulated the stories of companies that have flourished by delighting their customers from the very moment of first contact. The authors take their extensive knowledge of User Experience to the next logical evolutionary step, which is the complete Customer Experience. When you finish this book, you too will be convinced that there is a Customer Experience Revolution underway and companies that will thrive in the future have received the message loud and clear.
I thoroughly enjoyed reading this book. Their storyteller style of writing is fun and engaging. I read it in two sittings; I read half and threw it in my bag for a business trip, then finished the book on the flight across the country. It had such an impact, I even referenced the book in the Lean training class I was teaching the next day, and I plan to incorporate this new learning into my course. I highly recommend this book for anyone in business that is in any way involved in designing, defining, crafting, or providing the customer experience.
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2 of 2 people found the following review helpful By Laura Candler on January 17, 2012
Format: Paperback
I've always been fascinated with the success of businesses like Starbucks, Apple, Netflix, and Amazon.com, so I thoroughly enjoyed reading the stories about how these and other companies came to dominate their industries. The common link in all these businesses is their customer experience, and Jeofrey Bean and Sean Van Tyne do an excellent job of breaking down and explaining exactly what that term means. We do business with these companies because they are a delight to work with and obviously listen to their customers. They anticipate their customers' needs and stay one step ahead in meeting those needs. I'm a small business owner myself, and even though I don't aspire to grow my business to be the next Starbucks, I found a lot of value in looking at how the "big dogs" operate. What's interesting about this book is that over the last few years I had begun to notice a big change in the way I interacted with businesses as a customer, especially in dealing with their customer service departments. It used to be the norm that you would have to listen to 10 automated messages to talk to a real person, and when you did get that real person on the line, they were grumpy or put you on hold right away. That seldom happens anymore because the most successful businesses listened to the customers and made the process a pleasure instead of a chore. They realized that if we are calling in, we're already upset with something regarding their business and we don't need to run into a wall of frustration in trying to find a solution. There's usually an option to talk to someone fairly quickly in the process, and that person is almost always extremely pleasant and friendly.Read more ›
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