Author: Reza Soudagar, Vinay Iyer, Volker Hildebrand
Book Site: The Customer Experience Edge
This book provides guidance on how to deliver an exceptional 360-degree customer experience profitably by combining strategy, leadership, organizational change and technology.
According to a survey by Bloomberg Businessweek Research Services, 80 percent of companies say getting closer to customers and providing them with a differentiated experience is a top strategic objective. However, the average rating of the customer experience they provide, on a scale of 1 to 5, is just 3.6. The authors wrote the book to help business executives and IT managers understand what it takes to close the gap between customer experience management strategy and execution.
Based on research studies and expert interviews, the authors determined four building blocks of trust, which they say represent the essentials of the customer experience edge. These four essentials are reliability, relevance, responsiveness and convenience. The book features interviews with industry experts and more than 15 case studies of companies that have successfully applied the customer experience edge approach.
Twitter ID: @TheCEEdge