Customer Experience

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Customer Experience Customer Experience Customer-Centricity Design Evolution of Business Models General Business Innovation Leadership Loyalty Relationship Management Relationship-Centricity Transformation Game Theory Emotional Intelligence

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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.

Game-Based Marketing

This book explores game-based marketing, discussing its implementation in various industries. Visiting the mashup of business and games, they pen a compelling introduction to the world of game-based marketing.

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.

Call of the Mall

Call of the Mall focuses the concepts found in Paco’s book, Why We Buy, and applies them to the realm of shopping malls, taking in the customer’s perspective.

Call of the Mall

Call of the Mall focuses the concepts found in Paco’s book, Why We Buy, and applies them to the realm of shopping malls, taking in the customer’s perspective.

Answering the Ultimate Question: How Net Promoter Can Transform Your Business

This book provides a good follow-up to The Ultimate Question (Reichheld, 2006) for better understanding how to apply the NPS (Net Promoter Score) discipline in practice.

Authenticity: What Consumers Really Want

In their follow-up to such seminal works as The Experience Economy (see Senteo review), Gilmore and Pine focus on the challenge of how to get and keep profitable customers.

Mass Customization: The New Frontier in Business Competition

This book introduces the concept of “mass customization,” a model in which companies have evolved from mass production of standardized goods to produce greater variety in their products and services.

Infinite Possibility: Creating Customer Value on the Digital Frontier

Joseph Pine applies his methodology to the digital realm. It begins with a review of how innovations emerge in various industries, using “experience” to disrupt and capture market share.

Infinite Possibility: Creating Customer Value on the Digital Frontier

Joseph Pine applies his methodology to the digital realm. It begins with a review of how innovations emerge in various industries, using “experience” to disrupt and capture market share.

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.

The Agenda: What Every Business Must Do to Dominate the Decade

This book has three main areas of focus: know your customer; improve your processes; and extend your processes beyond your enterprise to cover the complete value chain.

Why We Buy: The Science of Shopping – Updated and Revised for the Internet, the Global Consumer, and Beyond

The author provides a behavioral psychology perspective on shopping and lessons for success in retail, including an updated section on the internet and the global consumer.