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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.
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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.
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