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The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business

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Tomorrow’s customers need to be targeted today! With emerging technology transforming customer expectations, it’s more important than ever to keep a laser focus on the experience companies provide their customers. In The Customer of the Future, customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technol Tomorrow’s customers need to be targeted today! With emerging technology transforming customer expectations, it’s more important than ever to keep a laser focus on the experience companies provide their customers. In The Customer of the Future, customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. Tomorrow’s customers will insist on experiences that make their lives significantly easier and better. Companies will win their business not by just proclaiming that customer experience is a priority but by embedding a customer focus into every aspect of their operations. They’ll understand how emerging technologies like artificial intelligence (AI), automation, and analytics are changing the game and craft a strategy to integrate them into their products and processes. The Customer of the Future explains how today’s customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don’t adapt to these new expectations won’t last. This book prepares your organization for these increas­ing demands by helping you do the following: Learn the ten defining strategies for a customer experience–focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world’s most innovative companies are offering new and compelling customer experiences. Craft a leadership development and culture plan to create lasting change at your organization.


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Tomorrow’s customers need to be targeted today! With emerging technology transforming customer expectations, it’s more important than ever to keep a laser focus on the experience companies provide their customers. In The Customer of the Future, customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technol Tomorrow’s customers need to be targeted today! With emerging technology transforming customer expectations, it’s more important than ever to keep a laser focus on the experience companies provide their customers. In The Customer of the Future, customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. Tomorrow’s customers will insist on experiences that make their lives significantly easier and better. Companies will win their business not by just proclaiming that customer experience is a priority but by embedding a customer focus into every aspect of their operations. They’ll understand how emerging technologies like artificial intelligence (AI), automation, and analytics are changing the game and craft a strategy to integrate them into their products and processes. The Customer of the Future explains how today’s customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don’t adapt to these new expectations won’t last. This book prepares your organization for these increas­ing demands by helping you do the following: Learn the ten defining strategies for a customer experience–focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world’s most innovative companies are offering new and compelling customer experiences. Craft a leadership development and culture plan to create lasting change at your organization.

30 review for The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business

  1. 5 out of 5

    Nan

    Do you want your business to become more customer-focused? If so, then read the book entitled, "The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business" by Blake Morgan. This book is filled with valuable information, researched facts, ideas and resources to help your organization become more customer-focused. "The challenge is this—most companies are product-focused rather than customer-focused." "A study by McKinsey found that 70 percent of the customer’s journey is dictat Do you want your business to become more customer-focused? If so, then read the book entitled, "The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business" by Blake Morgan. This book is filled with valuable information, researched facts, ideas and resources to help your organization become more customer-focused. "The challenge is this—most companies are product-focused rather than customer-focused." "A study by McKinsey found that 70 percent of the customer’s journey is dictated by how the customer feels they are being treated." "Social media played a big role in enabling young people to create an identity online. This leads us to modern life, where many people choose to spend their money on experiences over things." Research shows that, "More than three in four millennials would choose to spend money on a desirable experience or event over buying an attractive product." Dr. Thomas Gilovich's research suggests that "people find more lasting happiness investing in experiences over buying things." "By 2020, generation Z will account for 40 percent of all consumers." Customers are now getting "unprecedented experiences from digital-first companies like: Amazon, Netflix, Spotify, Apple, and Uber, and comparing every other experience they have to those experiences." Companies today are "focusing on digital transformations" to solve all kinds of problems. Companies are "in a race to make life easier and better for customers." They are better able to "get customers' products faster, and create more personalized customer experiences." This informative book contains, "Ten guiding principles - tools you need to create complete strategies to create experiences for the future customer." "The best cultures are created by leaders who care about the well-being of their workers." Doug Woodard of "Capital One" believes in providing a positive working environment for his employees because he cares about his employees and "when employees are unhappy, customers can feel it." "Business leaders who thrive in today's environment are: intuitive, emotionally intelligent and willing to be vulnerable." They are: "self-aware, humble, and build trust". They are "proactive, able to make difficult decisions, adaptive, innovative, work independently, and self-manage". "Most importantly, they are able to set the vision and motivate employees. Leadership is one of the most important and overlooked pieces of customer experience." Amazon is consistent, and leaders are developed alongside Jeff Bezos. The customer experience mindset is so strong within Amazon that, "If you aren’t willing to do what is necessary to provide value to the customer, then you’re out." Read this book to help your business become more competitive in today's business world!

  2. 5 out of 5

    Orlando Rueda

    Not what the title says The book is okey it has some good research and a lot of passion by the author. However, the book does not have to do with the book title. There is a lot of talk about things that most people already know about AI and machine learning but no detail at all of how to exactly use it or take advantage of it.

  3. 5 out of 5

    Mrs. Varela

    The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business by Blake Morgan is an easy to understand guide to help businesses gain staying power beyond 2020. For decades businesses focused more on customer service and less on the actual customer experience. The author is quick to differentiate the two and explains how technology has changed the way businesses aim to not only supply the best customer experience, but earn the loyalty of customers. One of the points the author The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business by Blake Morgan is an easy to understand guide to help businesses gain staying power beyond 2020. For decades businesses focused more on customer service and less on the actual customer experience. The author is quick to differentiate the two and explains how technology has changed the way businesses aim to not only supply the best customer experience, but earn the loyalty of customers. One of the points the author makes is that it has become necessary for businesses to sway from being less product-focused and more customer-focused in order to stay on top of their game. Morgan shares several examples of how companies have maintained highly rated customer experiences. She examines Amazon and its founder/CEO Jeff Bezos quite a bit having had a firsthand visit to an Amazon facility. Bezos’s main focus is on the customer experience is made evident by his fervent aim to deliver packages to customers quickly, provide top notch customer service call responses, and keeping his eye on the pulse of what customers want and demand. Today’s customer wants easy access to things and they want it now. Jeff Bezos recognizes this and continues to grow his business using technology to his advantage. As the author observes the success of Amazon she adds other successful businesses such as: Sephora, Tesla, T-Mobile, and Nike among others. She also adds how some companies who were failing, but learned ways to use technology to regain momentum and improve their customer’s experiences. High technology is the future and it’s not going away. Therefore, customer-focused marketing must be included in the philosophy behind any business today and for future generations. The general overview of Morgan’s book includes providing what she terms as zero-friction customer experiences. That being leaving customers completely satisfied. Spending time on customer-focused marketing, the impact of social media and digital transformation, and the general importance of honoring ethics and privacy laws. This book was written by someone who is a leader in customer experience who looks to the future and shares her knowledge with businesses world wide. It speaks much of big businesses, but shares lessons for large or small businesses across the nation. For the most part, I believe that any business would benefit from reading about the customer of the future.

  4. 5 out of 5

    Tara Phillips

    Blake Morgan’s non-fiction book called The Customer of the Future brings an enlightened notion of Artificial Intelligence, Digital Marketing and how Telematics play a huge role in today’s Wholesale and Retail industries. Blake writes from his own experience and how business ventures succeeded and failed. Impressive read in the genre of Non-Fiction. The book drew me in from the digging of information of Corporate Trade and how businesses work for their bottomline. Particularly, intriguing inclusi Blake Morgan’s non-fiction book called The Customer of the Future brings an enlightened notion of Artificial Intelligence, Digital Marketing and how Telematics play a huge role in today’s Wholesale and Retail industries. Blake writes from his own experience and how business ventures succeeded and failed. Impressive read in the genre of Non-Fiction. The book drew me in from the digging of information of Corporate Trade and how businesses work for their bottomline. Particularly, intriguing inclusions of resources in the back of the book that also acts as an Index. My favorite section: “Honesty and Transparency. Look at any corporation’s business page and you will often find a lengthy paragraph about corruption and scandals. Morgan, Blake. The Customer of the Future (p. 67). HarperCollins Leadership. Kindle Edition.” Like so many employers who use manipulations and deceptions to get what they want, ultimately damage the economy and leave workers stranded without exit strategies and compensation. How about accountability? To not fire senior staff to hire useless new people who aren’t properly trained or care to deliver service standards. Depiction of society and how CEO’s are more distanced than present with their main operations and team. Social Media nearly ruins lives - public image damaging businesses, people, anyone in the public eye is susceptible to going to court for an indiscretion, a comment, a wrongdoing. The business world has many logistics, laws and mandates. The transformations of life and death of Corporations - the light and darkness of employee’s futures! Profound lessons of self-business ownership to have reader’s take serious the future of money and society. This description is only a few subsets to my learning about corporations, I understand the concepts through the many data resources to back up the examples written in the book. I can explore my knowledge from this book to implement these tools into my workplace. Recommend for anyone in need of credible knowledge. I appreciate when an Author develops Think Tank and helps me contribute to my work-team.

  5. 4 out of 5

    Adam E.

    In the intro to The Customer of the Future, Blake Morgan explains that today's companies need the ability to adapt to a world that is constantly changing. This book is geared to business owners or people in management, but it has useful information for customers as well. Many topics are covered, from the digital transformation of companies to privacy and data ethics. Not having a business background myself, I learned a lot from reading this book. Each Chapter begins with a quote from a famous or In the intro to The Customer of the Future, Blake Morgan explains that today's companies need the ability to adapt to a world that is constantly changing. This book is geared to business owners or people in management, but it has useful information for customers as well. Many topics are covered, from the digital transformation of companies to privacy and data ethics. Not having a business background myself, I learned a lot from reading this book. Each Chapter begins with a quote from a famous or successful person. As we move forward into the 2020's, the millenials and generation Z (1998-2016) will comprise a majority of the customers that companies will need to cater to. This younger generation see the world differently and are less interested in materialism and more focused on experiences that they can share with their family and friends on social media like traveling and going to events. There are some fascinating statistics, such as that there are roughly 5 billion people globally that now have smart phones. This has changed the business and customer dynamic by giving people a quick way to give good and negative feedback on their overall customer experiences. This has forced companies to strive to make customer experiences as positive as possible to insure repeat business. Companies need to provide a work environment for their employees where they are encouraged to create and provide recommendations for improvement, Blake explains. Diversity in the workplace is also needed for the future success for companies since many companies now have a global market to provide products and services to. The Amazon business model is discussed as it is one of the most successful customer focused e-commerce businesses in the world. There are many other topics that are covered in this book and I highly recommend it for anyone who has their own business, is interested in marketing or is curious as to the direction that companies are going as customer needs and technology change.

  6. 4 out of 5

    Jamie

    Insightful and interesting read for all!!! The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business by Blake Morgan, is a extremely well written, comprehensive book that resonates with businesses and consumers alike. It is not only an interesting overview of the dynamics driving the costumer/ business relationship, it is also extremely detailed, clearly explained, and supported with multiple examples of real world companies and businesses. I specifically found Chapter 8 ex Insightful and interesting read for all!!! The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business by Blake Morgan, is a extremely well written, comprehensive book that resonates with businesses and consumers alike. It is not only an interesting overview of the dynamics driving the costumer/ business relationship, it is also extremely detailed, clearly explained, and supported with multiple examples of real world companies and businesses. I specifically found Chapter 8 extremely interesting and right on target as it talks about the personalization of the shopping experience. The book states that, “personalization is when a company treats a customer more like a person and less like a wallet.” And it gave multiple examples as to how these specific technological services have been so seamlessly integrated into all aspects of our lives. I found the example of Morgan’s morning routine specifically eye opening, as to how reliant we have all become on these personalized services. I was also very interested in the aspect of people willing to exchange more personal data points in exchange for streamlined, tailored experiences that yield more satisfaction and less time used. I also enjoyed the information about time being the number one priority and commodity that consumers are bartering with in regards to transactions. Customized, personal experiences that yield high customer satisfaction ratings are not only the way of today (dollar shave club), but will also define our future dynamics as well. I highly recommend this book. It is an easy read with very insightful points that are constantly backed by well know distributors, companies, and all other consumer driven businesses.

  7. 4 out of 5

    Allison Hillman

    Definitely a good read The Customer of the Future   Anyone starting or trying to maintain a business knows that they need to gain and keep customers to be successful. With so many options in the marketplace, customers won’t continue to shop somewhere they don’t feel appreciated. This book is a great guidebook to figuring out the complicated process of giving customers the best experience possible. Author Blake Morgan, begins with some strong metaphors that pull the reader in and will continue throug Definitely a good read The Customer of the Future   Anyone starting or trying to maintain a business knows that they need to gain and keep customers to be successful. With so many options in the marketplace, customers won’t continue to shop somewhere they don’t feel appreciated. This book is a great guidebook to figuring out the complicated process of giving customers the best experience possible. Author Blake Morgan, begins with some strong metaphors that pull the reader in and will continue throughout the book. You may wonder at first how fish compare to customers but he quickly ties them together. He offers up statistics on almost every page to drive home his points and it works. While using so many numbers runs the risk of slowing down the flow, I think in this case, Morgan uses them well. The proof is in the numbers and some of them are downright startling. It is very obvious that the author has done the legwork to provide real information on how to improve a business for the customers. He has talked to the biggest companies such as Amazon, Sephora, and Apple. These businesses know the insider tips and tricks of owning wildly successful ventures and Morgan is bringing them to you inside this book. I personally found that he could be a little repetitive at times but in the long run, it helped reinforce the advice. Morgan touches on all aspects of customer service from social media to technology and even how to collect and analyze feedback. Whether you are an experienced business owner of many years or just starting your company, this book has something you can learn.

  8. 4 out of 5

    Jana Sawyer

    I admit it took me longer to get into this book than other business books I have read. Basically, that was because I started reading with the attitude I already knew everything because I have been in sales off and on for years. My family business has always been customer focused over product because our philosophy was as long as we believed in what we sell and treat everyone the same, our company will flourish, and it did. It was a very successful insurance agency that my parents built from scra I admit it took me longer to get into this book than other business books I have read. Basically, that was because I started reading with the attitude I already knew everything because I have been in sales off and on for years. My family business has always been customer focused over product because our philosophy was as long as we believed in what we sell and treat everyone the same, our company will flourish, and it did. It was a very successful insurance agency that my parents built from scratch and was the largest in our area when they retired. Blake Morgan's short stories throughout help bring points to the front showing that her basic principles can be used effectively by large multi-million corporations or small mom and pop shops. In fact, the smaller shops have a greater advantage in the fact they can bring the simple changes about much, much quicker. She says while these principles are simple, it isn't easy to refocus the direction from products and sales to customer service bringing about many more sales. Sometimes things as simple as a "Hello" and a smile instead of a "How may I help you" can increase sales because in those few seconds, you are no longer focused on the sale but now focused on letting the customer know you are there and approachable but not going to follow them around the store asking questions and not giving them a chance to look. You will make a sale and have a returning customer. Simple changes can make the biggest difference many times in sales. Blake Morgan has written a very good blueprint to bring sales into your business by refocusing from product to customer.

  9. 5 out of 5

    the-librarian

    Business books have the tendency to induce eye-rolling and boredom. This book manages to avoid both entirely. If you have wondered what it means to build and design customer experiences that will keep people coming back to patronize your business, this book is a great tool to help you do so. The book is organized into 10 main chapters that cover 10 principles and strategies for building a customer experience-focused company. Moving from focusing on products and services for the customer to focusi Business books have the tendency to induce eye-rolling and boredom. This book manages to avoid both entirely. If you have wondered what it means to build and design customer experiences that will keep people coming back to patronize your business, this book is a great tool to help you do so. The book is organized into 10 main chapters that cover 10 principles and strategies for building a customer experience-focused company. Moving from focusing on products and services for the customer to focusing on the customer experience is a subtle, yet significant, change to the way most companies think about doing business, the way they organize themselves, and the way they produce goods and services. The book is full of great real-world examples and tips for implementing the suggested changes. Anyone interested in implementing these kinds of changes could easily take something away from this book that would be essential to their company’s future success. It’s not a normal business book full of entirely anecdotal stories of success but a real playbook that can be used as a practical guide by anyone interested in shifting focus to the customer experience. I usually hate business books and usually stop reading after the introduction, or maybe the first chapter, before it becomes too painful to continue. This book is excellent from beginning to end. Even if you are not in a leadership role at a company, this book has things that can help you with your career and give you ideas of things you could propose to your company to help them become more successful. I would highly recommend picking this one up.

  10. 5 out of 5

    Kim Graham

    The Future is Now With increased technology, our expectations as customers have changed to expect near immediate results. What used to be an excited week of anticipation for a package to arrive can now be the death of a company due to a slow response time. In "Customer of the Future", the author Blake Morgan takes a hard look at what makes companies like Amazon, Capital One, Target, and Toyota successful. These companies not only have significant buy in from their employees, their leadership also The Future is Now With increased technology, our expectations as customers have changed to expect near immediate results. What used to be an excited week of anticipation for a package to arrive can now be the death of a company due to a slow response time. In "Customer of the Future", the author Blake Morgan takes a hard look at what makes companies like Amazon, Capital One, Target, and Toyota successful. These companies not only have significant buy in from their employees, their leadership also provide a safe environment for employees to be autonomous. For us to keep up with the modern day customer, we have to have ways to keep up with employees. This includes work life balance, working from home, and empowerment of staff to make decisions. This includes all aspects of business from retail to healthcare. Some great suggestions the author compiles include having a human resource team especially designed to ask staff questions daily to ensure take the temperature of departments and how effective they are being. Alsothings like ride alongs with delivery drivers and shadowing frontline staff to develop an understanding of how the systems work - or at times DON'T work - outside of the board room. Successful CEOs often have success because of their ownership in the company... they developed and built the company from the ground up and are committed to grow and change with it in order to see it succeed. They aren't afraid of dismantling it to keep it alive, and in a fast paced consumer driven market, this is a must.

  11. 4 out of 5

    Bloody Good Book Reviews

    The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business by Blake Morgan is something current and prospective entrepreneurs need to have on their reading lists. As the owner of two businesses, I have found the most important thing we can focus on is not the act of being salesy. Too often today, something so easily forgotten is the value of customer experience. This book does a wonderful job at describing how important focusing on the consumer is. I read it in a single si The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business by Blake Morgan is something current and prospective entrepreneurs need to have on their reading lists. As the owner of two businesses, I have found the most important thing we can focus on is not the act of being salesy. Too often today, something so easily forgotten is the value of customer experience. This book does a wonderful job at describing how important focusing on the consumer is. I read it in a single sitting it entralled me so much. In today's budding industries, it can be so easy to focus more on selling product than providing a pleasant experience for a customer. This is a fatal flaw many make as they forget customer loyalty and word of mouth from satisfied customers are the driving force behind growth. For those new to the business world, not knowing the trends and how to get a returning customer can be daunting. The author makes it easy by offering ideas on how to go about achieving customer satisfaction. This book was indeed a pleasant read and provided a plethora of information I will be implementing in my businesses. The author offers well-researched facts and obvious experience in the corporate world. Formatting makes it easy to find and see points regarding the various subjects. To be honest, I have no complaints with this one. The care the author took is evident. If I had to choose one thing, it would be I wish it was a bit longer and I highly recommend this as a read if you are considering starting a business or struggling to retain customer loyalty.

  12. 4 out of 5

    Melan

    Empowering. This book is very helpful, easy to read, easy to understand and the message is direct and helps to give you the insight about business what to focus on more if you need a good and running business . The book cuts across all kind of businesss. Everyone has a message out of this wonderfull book. The examples given in the book are very practical and whoever employs everything in the book is entitled to grateness in his/her ventures as an entrepreneur. Personally this  book has really helpe Empowering. This book is very helpful, easy to read, easy to understand and the message is direct and helps to give you the insight about business what to focus on more if you need a good and running business . The book cuts across all kind of businesss. Everyone has a message out of this wonderfull book. The examples given in the book are very practical and whoever employs everything in the book is entitled to grateness in his/her ventures as an entrepreneur. Personally this  book has really helped me and it has changed my perception in what to expect on customers and how to deal with the customers to grow your business.The book motivates you more and gives you a reason to continue doing  your business .I have gained more experience and determination after reading this book. Before getting this wonderful book, I had no plans and I didn't know on how to do business I just did thinking I was doing it the right way and in the real sense all I was doing was a big joke. Right now I know hiw to deal with customers the best way of focusing on products and quality of the business. I have learnt many lessons that I used to ignore that have changed my mindset on various issues. Getting great knowledge on business and investment is always a plus amd helps you to get it right and do it the right way. I have adopted reading culture and ever since I have been making steps on my businesses

  13. 4 out of 5

    Sue

    So practical and so true Blake Morgan's The Customer Of The Future is a book for anyone with a business (big or small), anyone with plans or interest in opening a business, selling a product online, running a media account, or anyone simply interested in marketing and customer relationships today. The book lays the groundwork and foundation for marketing, and talks about how modern approaches are necessary and crucial in today's changing society. There's lots of good information on this new genera So practical and so true Blake Morgan's The Customer Of The Future is a book for anyone with a business (big or small), anyone with plans or interest in opening a business, selling a product online, running a media account, or anyone simply interested in marketing and customer relationships today. The book lays the groundwork and foundation for marketing, and talks about how modern approaches are necessary and crucial in today's changing society. There's lots of good information on this new generation of people and how they view product. People today want the experience. They want to know their money is buying them an experience to tell their friends about, not just a thing. I myself could relate to this and it even helped me understand why I make the purchases I do. Social media and technology are a huge factor these days. Learning how to use these as tools to grow your business is extraordinarily important, and doesn't have to be scary once you understand it. I am interested in buying a cafe one day with my wife. This book encouraged me and made me even more excited to get started.

  14. 5 out of 5

    Aaron Seng

    This book will appeal to readers who are new to CX. If your work involves building customer experience today you won't be missing much if you skipped this book but it is a great book as an introduction to why focusing on customers is the imperative for all organisations now and into the foreseeable future. Blakes writes a bit about organisational culture and leadership traits pertinent to a customer centric organisation but you will be better off reading her husband Jacob Morgan's book "The futur This book will appeal to readers who are new to CX. If your work involves building customer experience today you won't be missing much if you skipped this book but it is a great book as an introduction to why focusing on customers is the imperative for all organisations now and into the foreseeable future. Blakes writes a bit about organisational culture and leadership traits pertinent to a customer centric organisation but you will be better off reading her husband Jacob Morgan's book "The future leader", which is very well researched.

  15. 5 out of 5

    Gabz

    I quite enjoyed reading this, even though I dragged my feet while I was at it. It's insightful and I put in a lot of bookmarks to go back to and reconsider the points when I've thought on it some more. But the one bit that stayed with me, is that reference to Kennedy's focus on putting a man on the moon and the answer from the janitor at the space center that they were helping put a man on the moon. Customer experience is a mindset that an organisation has or doesn't have. There is no in-between I quite enjoyed reading this, even though I dragged my feet while I was at it. It's insightful and I put in a lot of bookmarks to go back to and reconsider the points when I've thought on it some more. But the one bit that stayed with me, is that reference to Kennedy's focus on putting a man on the moon and the answer from the janitor at the space center that they were helping put a man on the moon. Customer experience is a mindset that an organisation has or doesn't have. There is no in-between.

  16. 4 out of 5

    Scott Wozniak

    This book is about customer experience, with a focus on the digital side of the experience. It's got a lot of stories from other companies, with at least half of those examples coming from Amazon. And it's half-motivational encouragement and half-tactical tools. If you're in a business looking at adding digital experiences for your customers--especially retail--then this book will be really useful for you. This book is about customer experience, with a focus on the digital side of the experience. It's got a lot of stories from other companies, with at least half of those examples coming from Amazon. And it's half-motivational encouragement and half-tactical tools. If you're in a business looking at adding digital experiences for your customers--especially retail--then this book will be really useful for you.

  17. 4 out of 5

    Arturo

    Good reference for CX It’s a great reference for any person who wants to understand better Customer Experience (CX) related terms. I recommend the last chapters.

  18. 5 out of 5

    Rick

    2.5

  19. 4 out of 5

    Kevin M

  20. 5 out of 5

    Garret

  21. 5 out of 5

    Deepak Ravindran

  22. 4 out of 5

    Igor Paiul

  23. 4 out of 5

    Imogen Pilcher

  24. 5 out of 5

    Krystel Leal

  25. 4 out of 5

    Blake

  26. 4 out of 5

    Sarah Hannay

  27. 5 out of 5

    Evieliina

  28. 5 out of 5

    Annika Engwall

  29. 5 out of 5

    Truong Dac Binh

  30. 4 out of 5

    Ash

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