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Customer Experience Rules!: 52 Ways to create a great customer experience Paperback – September 21, 2015
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About the Author
ABOUT THE AUTHOR Jeofrey Bean is a CX expert who helps companies improve and innovate customer experience. He is a frequent speaker, advisor, and seminar leader on the topic of customer experience, and is a part-time Professor of Business Management and Marketing at UC San Diego Extension. Jeofrey is the co-author, with Sean Van Tyne, of The Customer Experience Revolution. ABOUT THE ILLUSTRATOR Steve Hickner is a film director at DreamWorks Animation, with numerous credits as producer, storyboard artist, and more throughout his career as an animator.
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Top customer reviews
He was gracious enough to connect. We spent a couple hours at lunch and spoke in great detail about his research. He has an Ivy League discipline to this topic and a hometown generosity, which demonstrated his deep belief in CX.
I ordered and read “Customer Experience Rules” and loved the format. It is very cleverly written. Furthermore, it is written in a way that does not preach, or drill down with long paths of dogma. It is written with respect to the reader giving us just enough to reflect and apply the segments into our own professional circumstances. Jeof’s earlier book is a great start; this book is a great follow-up companion.
As a result of knowing, communicating with and reading Jeof’s books, I rewrote my CV to highlight my CX pedigree. I rebranded myself, and went out into new career territory. Within 2 months I started to receive offer letters for new jobs. I now have a new career path that resonates with my passion. I can’t express in words how powerfully this subtle insight has affected my career. CX appears to be lost on this new generation, and Jeof’s books are a timely must read for all employees high and low.
As an example, here are a couple of tidbits that seem obvious after we read them, but consider the reality of most business' web presence - develop your content so that it speaks to your desired customer (as opposed to being an online brochure), and know that your customer has already started the buying process and most likely has extensively analyzed you before they have even engaged you.
I also liked that the the book was short and punchy. Don't take that to mean the content was light, though. In fact, there was significant material to chew on. If a business did a deep dive on even a subset of these rules, the impact on their customer experience would be noticeable.
That is why Customer Experience Rules is such a godsend. It is a treasure trove of great advice written in a concise and entertaining matter. Jeof Bean is an experienced professional who is passionate about great experiences. Yet he never lectures. He simply lays out the most important concepts and illustrates their benefits through case studies and interviews with top CX professionals. This is the perfect primer to learn about CX. And it’s a great reference to refresh yourself on the concepts you should employ when implementing CX in your company, products, and services.
It's short and to the point, clearly written, with cool illustrations to make a heady topic like this fun. If you're serious about excellent customer experience, grab the book- you'll be happy you did. After this, you may want to check out his first one, there's plenty of gold in that too...another rock solid, easy to understand book on delivering excellent customer experiences.
I have reached this judgement based on my recent experience with a book called "The Customers rules by Lee Cockerell" which is very comprehensive and informative.