Leading the Customer ExAMADence : How to Chart a Course and Deliver Outstanding Results

Consumers today have heightened and highly evolving expectations. Organisations need to come up with better than quick fixes to stay afloat and compete for their customers' attention and loyalty. AI and machine learning, mobile connectivity and other innovations have created a new generation of consumers. Unfortunately, many organisations don't respond to these new expectations effectively and fail to build the internal strategy, culture, people and processes necessary to successfully enhance customer experience. The result is higher costs, unnecessary brand damage and customers who are unhappier than ever. Leading the Customer Experience provides a bold, path-breaking guide to delivering experiences that win loyalty and deliver outstanding business results.

Based on the author's extensive experience working with B2B and B2C companies in over 60 countries, this tool for marketing and customer service executives starts with an explanation of what customer experience is before showing how to establish a customer experience vision and, more importantly, how to empower employees to make decisions consistent with that vision. More than just laying out strategy, Leading the Customer Experience shows how to build a team and an organisational culture that can execute on the established customer experience vision. Along the way, the author tackles key technological, cultural and leadership challenges; shows readers how to use the right metrics; and covers the important emerging role of Chief Customer Officer (or Customer Experience Officer). Finally, he provides specific guidance on how to tackle megatrends that will influence service delivery well into the next decade.