Customer Experience Strategy - Design & Implementation:

Customer Experience Strategy - Design & Implementation: Outgrow your competitors by making your business to business customers happier (Customer Strategy Book 1)

A highly practical way to make your customers happier and improve profits

We will show you how

You have ideas. Lots of ideas. All of them will make things better for customers. I want to help you to make them happen.

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Your boss has ideas too. You think some of them are good. Some are not. She seems to be getting quite insistent. She wants you to give her a plan for implementing her ideas. However, you remember what happened to Bob when she pushed him hard to get another project done quickly. He didnâ€™t seem to know how. Then you came in one Monday morning and Bobâ€™s desk was cleared out; no sign of Bob anywhere.

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Mary was much more successful with her project. She got the CEOâ€™s support and had no difficulty securing the people and money she needed to get things done. You wish you could ask her how she did it, but she got promoted and is now running the Australian office, on the other side of the world. Maybe you can get her on the phone. Still, a customer experience initiative seems challengingâ€¦ You are not sure of the recipe for success.

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You may have noticed a difference between the words and the actions

Your CEO says customers are the most important thing. The only thing. And yet, when he talks to employees about priorities for the quarter, you donâ€™t see much for customers. Why is that? He says â€œWe are all responsible for customer experience.â€ When you look at his staffâ€™s intranet pages, you donâ€™t see customers mentioned as a priority. Why is that?

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I will show you how to lead the way

You would like to change their views and do more for customers. You want to do it quickly. You want to base your approach on facts, not instinct. You may not know much about the subject, so you want to avoid mistakes others have made.

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I have faced all of these problems. I have solved them all, perhaps not perfectly. Hopefully you can learn what I learned, and do even better.

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Supply facts and appeal to emotion to get support for your work

I have learned one fundamental thing about business strategy. It is all about allocation of resources: people and money. Any investment you make in people and money must return more than it costs. If you donâ€™t already have the people and money, you have ask for them. The people you ask will want you to justify your proposal, based on facts. You will also have to appeal to their emotions. I provide advice on how to do that.

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A straightforward methodology

So, how do you go about deciding what to do next? That is what this book is all about. It provides a straightforward methodology for studying what your customers and partners want, identifying what is going on in your industry, and other factors that drive decisions. There is a special focus on communication. I have used it successfully at large and small scale. I have used it at HP to drive country strategies, business unit strategies and M&A strategies. I have used it for a small software company with only four employees. It scales well. I believe it is the best possible way of developing a customer experience strategy in a short time. And my brother's drawings are fantastic.

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Prioritize, prioritize, prioritize!

You donâ€™t have unlimited resources. This methodology not only shows how to prioritize the work. It also helps you to determine what work to stop, so you have the necessary resources to invest. All of this while making customers happier and more loyal.

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Excellent value

The book is excellent value. It contains the same advice I provide companies for thousands of dollars per day.

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I canâ€™t call these â€˜the secrets of customer experience successâ€™. I have written and spoken about them too much for that. I have seen too many people apply the methodology for it to be considered a secret. It does work. You do need it. You are just a click or two away.Â You know what to do now.
Country USA
Author Maurice FitzGerald
Binding Kindle Edition
EISBN 9782970117209
Format Kindle eBook
IsAdultProduct
NumberOfPages 238
PublicationDate 2017-03-30
ReleaseDate 2017-03-30

Country	USA
Author	Maurice FitzGerald
Binding	Kindle Edition
EISBN	9782970117209
Format	Kindle eBook
IsAdultProduct
NumberOfPages	238
PublicationDate	2017-03-30
ReleaseDate	2017-03-30

Customer Experience Strategy - Design & Implementation: Outgrow your competitors by making your business to business customers happier (Customer Strategy Book 1)

A highly practical way to make your customers happier and improve profits

We will show you how

You may have noticed a difference between the words and the actions

I will show you how to lead the way

Supply facts and appeal to emotion to get support for your work

A straightforward methodology

Prioritize, prioritize, prioritize!

Excellent value

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