Overview

Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement. Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver. However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results. Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.

Full Product Details

Author:   Tim Knight ,  David Conway
Publisher:   Kogan Page Ltd
Imprint:   Kogan Page Ltd
Dimensions:   Width: 15.30cm , Height: 1.50cm , Length: 23.30cm
Weight:   0.420kg
ISBN:  

9781398600997

ISBN 10:   1398600997
Pages:   272
Publication Date:   03 August 2021
Audience:   College/higher education ,  Professional and scholarly ,  Tertiary & Higher Education ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

Chapter - 01: Introduction; Section - ONE: The changing world of customer and employee; Chapter - 02: The new customer; Chapter - 03: The new employee; Chapter - 04: The new enterprise; Section - TWO: The six pillars of experience - A framework for excellence; Chapter - 05: The six pillars of experience - An introduction; Chapter - 06: Preparing the six pillars; Chapter - 07: Applying the six pillars; Section - THREE: The 90 day plan; Chapter - 08: Achieving a quantum leap - The 90-day growth plan; Chapter - 09: The first 30 days; Chapter - 10: The second 30 days; Chapter - 11: The final 30 days

Reviews

"""There may be no silver bullets to unlocking world class customer experience, but this book is certainly full of golden nuggets to guide you on the journey. The collective wisdom of Tim and David coupled to millions of data points gives you the confidence to believe the practical 90 day plan will actually work."" * Margaret Jobling, Chief Marketing Officer, NatWest Group * ""I loved this book - it is incredibly impressive, incredibly insightful, rich with stories and practical advice."" * Catherine Brien, Chief Data Officer, Guardian News and Media * ""Customer Experience Excellence is a practical toolkit for CMOs, CEOs and transformational leaders who want to turn the bold promise of CX into grown-up business results. It's essential reading for anyone who wants to connect their focus on the customer to every part of their business, with clear examples from the world's best brands."" * Leslie Stretch, CEO, Medallia * ""Customer Experience Excellence brings to life the authors' unrivalled sense of customer centricity and a practical guide on how to achieve it leveraging the Six Pillars. This is a must-read for all leaders in companies working to deliver excellence in customer experience."" * Mine Dogan, Customer Director, Philip Morris *"

""There may be no silver bullets to unlocking world class customer experience, but this book is certainly full of golden nuggets to guide you on the journey. The collective wisdom of Tim and David coupled to millions of data points gives you the confidence to believe the practical 90 day plan will actually work."" * Margaret Jobling, Chief Marketing Officer, NatWest Group * ""I loved this book - it is incredibly impressive, incredibly insightful, rich with stories and practical advice."" * Catherine Brien, Chief Data Officer, Guardian News and Media * ""Customer Experience Excellence is a practical toolkit for CMOs, CEOs and transformational leaders who want to turn the bold promise of CX into grown-up business results. It's essential reading for anyone who wants to connect their focus on the customer to every part of their business, with clear examples from the world's best brands."" * Leslie Stretch, CEO, Medallia * ""Customer Experience Excellence brings to life the authors' unrivalled sense of customer centricity and a practical guide on how to achieve it leveraging the Six Pillars. This is a must-read for all leaders in companies working to deliver excellence in customer experience."" * Mine Dogan, Customer Director, Philip Morris *

There may be no silver bullets to unlocking world class customer experience, but this book is certainly full of golden nuggets to guide you on the journey. The collective wisdom of Tim and David coupled to millions of data points gives you the confidence to believe the practical 90 day plan will actually work. * Margaret Jobling, Chief Marketing Officer, NatWest Group * I loved this book - it is incredibly impressive, incredibly insightful, rich with stories and practical advice. * Catherine Brien, Chief Data Officer, Guardian News and Media * Customer Experience Excellence is a practical toolkit for CMOs, CEOs and transformational leaders who want to turn the bold promise of CX into grown-up business results. It's essential reading for anyone who wants to connect their focus on the customer to every part of their business, with clear examples from the world's best brands. * Leslie Stretch, CEO, Medallia * Brilliant - finally real substance for customer experience professionals! There are no better people than Tim Knight and David Conway to talk about customer experience excellence. Leveraging a lifetime of working with and advising companies on how to achieve results, they have created a winning formula, flexible enough to adapt and make it your own. Customer Experience Excellence brings to life their unrivalled sense of customer centricity and a practical guide on how to achieve it leveraging the Six Pillars. This is a must-read for all leaders in companies working to deliver excellence in customer experience. * Mine Dogan, Customer Director, Philip Morris *

Author Information

Tim Knight is a partner in KPMG's UK customer consulting practice, focused on helping clients create customer-centric cultures, digitally transform and grow their businesses. Since 2010 he has been researching global best practice in customer excellence. David Conway is a former board director of The Co-operative Bank, Liverpool Victoria and N&P Building Society. During his time at KPMG, he co-founded The Customer Experience Excellence Centre, researching best practice around the world.

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