The Digital-First Customer Experience
Kogan Page Ltd (Verlag)
978-1-3986-1263-1 (ISBN)
WINNER: NYC Big Book Award 2024 - Sales & Marketing
The definitive guide to designing digital-first experiences customers love.
In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon.
Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale.
Joe Wheeler is a bestselling author, speaker and consultant. He is the CEO of CX/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm. Before launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm's Customer Experience Consulting Practice. He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.
Chapter - 00: Introduction;
Chapter - 01: PART 1: The new 3 C’S
Chapter - 02: PART 2: The 7 design strategies
Chapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong
Chapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement
Chapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control
Chapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creation
Chapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning
Chapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiences
Chapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost
Chapter - 10: The 7 design strategies summary
Chapter - 11: PART 3: The playbook
Chapter - 12: Start by solving the right problems
Chapter - 13: Build your business case
Chapter - 14: The design process
Chapter - 15: Execute to scale
Chapter - 16: Epilogue
Chapter - 17: APPENDIX: CX/digital maturity assessment
Chapter - 18: APPENDIX 1: The CX/digital design accelerator
| Erscheinungsdatum | 27.06.2023 |
|---|---|
| Vorwort | Jeanne Bliss |
| Verlagsort | London |
| Sprache | englisch |
| Maße | 160 x 235 mm |
| Gewicht | 500 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management | |
| ISBN-10 | 1-3986-1263-4 / 1398612634 |
| ISBN-13 | 978-1-3986-1263-1 / 9781398612631 |
| Zustand | Neuware |
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