The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers
by Soudagar, Reza; Iyer, Vinay; Hildebrand, VolkerEdition: 1st
Format: Hardcover
Pub. Date: 2011-10-14
Publisher(s): McGraw-Hill Education
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Summary
"This excellent book makes it quite clear that your business has to focus on customer experience for 21st century business success. It's more than refreshing to read the multiple case studies, the well thought out approach and to hear the experienced voices of these authors. You've spent way too much time reading this endorsement. Read the book instead. It's SO worth it." Paul Greenberg, author of CRM at the Speed of Light
Table of Contents
| Foreword | p. xi |
| Acknowledgments | p. xv |
| Introduction | p. xix |
| Customer Experience: The New Competitive Battleground | |
| Customer Experience in the "New Normal" | p. 3 |
| The Four Essentials of a Profitable Customer Experience | p. 15 |
| Case Study: "Coop: Grocer Moves Shopping to the Palms of Customers' Hands" | p. 26 |
| B2B Customer Experience: Different Animal, Same Spots | p. 33 |
| Case Study: "Synopsys: Focus on Customer Success Yields Substantial Cost Savings for Synopsys" | p. 42 |
| Making It Happen | |
| Throwing Out the Old Playbook | p. 51 |
| Case Study: "Cardinal Health, Inc.: Cardinal Health Transforms Customer Experience with a Cross-Company Service System" | p. 67 |
| The New Customer Experience Recipe | p. 72 |
| Case Study: "The LEGO Group: Through Engagement and Interaction, The LEGO Group Plays Well with Customers" | p. 83 |
| A Fresh Look at the Top and Bottom Lines | p. 88 |
| Technology: The Core Ingredient | |
| The Underlying Foundation for the Customer Experience Edge | p. 109 |
| Case Study: "Colmobil: Customers, Not Cars, Now Drive Auto Importer's Strategy" | p. 129 |
| Adding Disruptive Technologies to Advance the Game | p. 136 |
| Case Study: "CEMEX: Cementing Customer Bonds" | p. 157 |
| IT as the Catalyst of CE Transformation | p. 167 |
| Sustaining The "Wow" | |
| Ten On-Ramps to the Customer Experience Freeway | p. 177 |
| Measures of Success | p. 190 |
| Emerging Economies: Exporting a Profitable Customer Experience | p. 203 |
| Case Study: "Akbank: The Customer Experience at Akbank Is Surpassed Only by the Turkish Bank's Growth" | p. 213 |
| The Future of Customer Experience | p. 218 |
| Action Items for Achieving the Customer Experience Edge | p. 232 |
| Afterword: The Customer Experience Edge and SAP | p. 247 |
| Bloomberg Businessweek Research Services North American Survey on Customer Service Experience: Survey Questionnaire and Methodology | p. 249 |
| Bloomberg Businessweek Research Services Report on the Value of Global Integration: The Right Foundation for Growing Global | p. 254 |
| Notes | p. 273 |
| Bibliography | p. 280 |
| Resources | p. 283 |
| Index | p. 284 |
| Table of Contents provided by Ingram. All Rights Reserved. |
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