Customer Experience

Customer Experience
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The One to One Future: Building Relationships One Customer at a Time
A collaboration between two authors known for their research on customer centricity, this book focuses on individual customer relationships, targeted sales and marketing, rather than the market at large.
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The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Rather than “wowing” the customer, Dixon and his colleagues at CEB suggest that businesses simply deliver on the products and services they provide, but in such a manner that it is effortless for the customer.
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Customer Experience Management: A Revolutionary Approach to Connecting With Your Customers
In Customer Experience Management, the author expands on his previous seminal work (Experience Marketing) to provide a more practical framework for designing and improving on the customer experience.
The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists
Hyken argues that if any business wants to have loyal customers, they must start with loyal employees. Hyken introduces 5 ‘Cults’ that must be implemented to make customers into evangelists.
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The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists
Hyken argues that if any business wants to have loyal customers, they must start with loyal employees. Hyken introduces 5 ‘Cults’ that must be implemented to make customers into evangelists.
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The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks have Changed Business Forever
Authors Lewis and Dart provide an analysis of principles that assess how retailers can combat the new retail environment, transformed by digitalization and a power shift in the consumer’s favor.
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Building Great Customer Experiences: Revised Edition
One of a series of books by Colin Shaw concerning the customer experience. Being the first of this series, this book provides a theoretical overview of the customer experience with many examples from the author’s consulting practice.
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The Art of Being Chosen: Secrets of Success from the Giants of Retail
The author has gathered insights from top executives to identify the drivers of success in retail. Categorizing the responses into six categories, Martin delivers the guiding principles for retail success.
At Your Service
By combining his view of the subject from both the customer and business perspective, Eliason proposes a methodology that seeks to establish a relationship with the customer through superior service.
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At Your Service
By combining his view of the subject from both the customer and business perspective, Eliason proposes a methodology that seeks to establish a relationship with the customer through superior service.
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What’s the Secret? – To Providing a World-Class Customer Experience
John DiJulius examines how to improve customer service in your organization. He underscores the importance of interpersonal skills, which he argues have declined due to increasing reliance on technology.
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How Customers Think: Essential Insights Into the Mind of the Market
In How Customers Think, the author begins with the premise that 80 percent of new offerings fail mainly because market research measures fail to adequately identify what customers want, since 95 percent of customer thinking happens in our unconscious.
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Peak: How Great Companies Get Their Mojo from Maslow
Chip breaks down Maslow’s well-known hierarchy, only to recreate it using a business focus and emphasis on three primary players: employees, customers, and investors. Peak is the result.