Copy Link
E-mail
LinkedIn
Facebook
Telegram
WhatsApp
Latest Updates
The Customer Experience Fiasco
DIAMOND
RATING
RATING
Andrew Reise Consulting, 2011
Senteo’s Review 
Andrew Reise Consulting combined the knowledge of their team to collectively compose a novel that highlights the risks of failure in the customer experience realm. The novel functions as a case study of sorts, giving a fictional account of what it would be like to experience and address a customer experience problem. The perspective is unique in that it follows from the vantage point of the woman addressing the issue, tracing her thoughts and giving the book a more personal feel. In addition, there is a strong approach to customer experience strategy to conclude the book, stating principles and steps to take in order to establish an effective strategy for any business. Blending both business branding and customer experience, the book provides a solid view of how customer experience should be addressed.
The authors skillfully weaved a tale that is both believable and compelling, allowing the reader to enjoy the story at face value. Underneath this premise of a woven tale is the underlying goal of conveying a message – that the customer experience is vital to maintaining a successful business. The follow-up after the fable is a great way to conclude the novel as well, highlighting different principles and steps that were crucial to the fable success story and are paramount to an effective customer experience strategy. The story is simple and easy to read – a great way to convey the subject.
Easy reading is very deceptive when it comes to this novel because the fable belittles the complexity of customer experience methodology. The story is romanticized without the typical setbacks, distractions, and pitfalls that would befall a project throughout its lifetime. There is also a clear lack of secondary perspective to provide deeper understanding of how the fiasco is viewed by different levels of management. Most notably, the principles and steps are not clearly portrayed in the story, leaving the reader to questions whether any of the authors’ points are truly valid. For a more complete view of customer experience we recommend the Senteo Case Studies and Customer Experience Strategy.
In The Customer Experience Fiasco, experts from Andrew Reise provide an engaging and instructive fable that unravels the mystique and complexity of customer experience strategy. When CEO Randall Phillips is caught off guard by a customer’s YouTube-video during a television interview, he swears to fix it – and fast. Dana Chase, a rising star in the organization, is tapped to fix the fiasco as quickly as possible. This enthralling fable follows Dana’s trials and tribulations as she tries to save the company and her career.
The Customer Experience Fiasco immerses the reader in a story of disaster and reaction, one that is strikingly close to home. Realism is not spared as the authors have penned a book that would apply to many companies facing negative publicity in today’s society. The book is geared towards business executives so that they are able to grasp ideas for the framework of their business strategy.
Senteo Subject Category
Effectively a case study, The Customer Experience Fiasco is, to great extent, a Quality Control reference for businesses. The application of business strategies and the research information is discussed at length, only supplementing the supposed situation. Following the story is a guide to the Andrew Reise Consulting methodology for customer experience, and this is a well implemented tool that can help to keep a business customer centric.
The best book reviews in your inbox!
Subscribe now and receive a special gift with your subscription.
See content on this topic
Michael Ruckman, President & CEO of Senteo talks about Customer Contacts, Experiences, and Journeys in this fast moving presentation from the MECS+R Congress in 2021 in Dubai.
What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
Related Book Reviews & Education
Tribal Leadership tackles the well-known and fascinating topic of people’s tendencies to segregate into groups with which they identify most, and in which they feel the most comfortable.
This is a light, easy reading introduction to the changes going on in the banking industry from a consulting perspective. The book looks at the industry in three sections or from three perspectives.
Frontline Trainings
Front Line Sales Training & Development
Sales training for front line along with basic development and coaching principles for line management.
Master Class
Workshop
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement
Understanding branding and communications from the standpoint of emotional engagement and building relevant and meaningful dialogue with customers.
Master Class
Workshop
Designing Experiential Customer Environments (Physical & Digital)
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels including approaches for customer feedback, quality management, and migration.
Management Trainings
Experiential Innovation & Relationship-Centric Business Design
Understand how the innovation process changes moving from functionality and channel design to a process focused on creating value for customers.
New
Online Course
Understanding Brand & Communications
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement.
$195 One-Time Charge
Online Course
Understanding Customer Touch Points
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels.
$195 One-Time Charge
Master Class
Workshop
Using Customer-Oriented Analytics & Behavioral Scenarios to Improve Business Performance
Understand the value of a customer-oriented analytics package and how behavioral scenarios can be used to improve profitability through influencing behavior and usage.
Master Class
Workshop
Understanding Game Dynamics & Applying Gamification to Drive Customer / Employee Engagement & Loyalty
To understand the principles of game dynamics and learn how to effectively use the elements of gamification in business: to involve customers, employees and contractors in the process.
Master Class
Workshop
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement
Understanding branding and communications from the standpoint of emotional engagement and building relevant and meaningful dialogue with customers.
Master Class
Workshop
Designing Experiential Customer Environments (Physical & Digital)
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels including approaches for customer feedback, quality management, and migration.
New
Online Course
Understanding Brand & Communications
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement.
$195 One-Time Charge
Online Course
Understanding Customer Touch Points
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels.
$195 One-Time Charge
Go Back
Leave a Reply
You must be logged in to post a comment.