Customer-Centricity

Customer-Centricity
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Customer Experience Strategy: The Complete Guide From Innovation to Execution
This is a comprehensive book on customer experience, combining a theoretical explanation with extensive information on methodology and tools for implementing a customer experience focus across the company.
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The Experience Economy, Updated Edition
Joseph Pine and James Gilmore’s all-time classic is a must read book for anyone interested in the Experience Economy, how it works, and how it adds value.
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The Relationship Economy: Building Stronger Customer Connections in the Digital Age
Author John DiJulius highlights the importance of relationship building. DiJulius is considered a premier authority on world-class Customer service and is the author of three books on Customer experience.
Lovemarks: the future beyond brands
As businesses rise and fall, executives have come to understand that it is the loyal customers that build a brand and fuel its success. Lovemarks are the answer.
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Lovemarks: the future beyond brands
As businesses rise and fall, executives have come to understand that it is the loyal customers that build a brand and fuel its success. Lovemarks are the answer.
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The Experience-Centric Organization- How to Win Through Customer Experience
In the book The Experience-Centric Organization: How to Win Through Customer Experience, author Simon Clatworthy provides an in-depth guide of the organizational evolution of experience-centric business models.
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Measuring Customer Satisfaction and Loyalty (Third edition): Survey Design, Use and Statistical Analysis Methods
In this third edition, the author sets out to give a comprehensive model for development and use of customer satisfaction questionnaires. This edition contains additional information about customer loyalty measurement.
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Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System
The authors propose a five-stage process that links a company’s marketing, sales, product development and customer service departments to deliver top-quality products and a system for customer measurement and management.
Delivering Happiness: A Path to Profits, Passion, and Purpose
This light and rather entertaining book chronicles the rise and success of Zappos and its unique company culture, as told by author, founder and entrepreneur, Tony Hsieh.
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Delivering Happiness: A Path to Profits, Passion, and Purpose
This light and rather entertaining book chronicles the rise and success of Zappos and its unique company culture, as told by author, founder and entrepreneur, Tony Hsieh.
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Designing the Customer-Centric Organization: A guide to Strategy, Structure and Process
This book looks at the customer-centric vs. product-centric organization from the perspective of an organizational design expert. The premise is that the firm must be organized around the customer.
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The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable, and Positive Experience to Your Customers
The authors provide a comprehensive overview of the customer experience, drawing on previous relevant works and providing a detailed and well-written guidebook for business practitioners interested in the subject.
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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
In this updated edition, the author builds on the concepts of his 2006 book in more detail and provides more examples of how companies implemented the system.