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100 Practical Ways to Improve Customer Experience: Achieve End-to-End Customer Engagement in a Multichannel World
FINALIST : Business Book Awards 2019 - Sales and Marketing Category
Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business.
A unique blend of strategy and best practice, 100 Practical Ways to Improve Customer Experience has a particular focus on multi-channel industries such as retail, FMCG, travel, financial services, leisure, food and beverage, and automotive. These industries are all facing major disruption from trendsetting brands such as Uber, AirBnB and Amazon, and as such, now face more pressure than ever to adopt new practices and remain relevant in a continually competitive marketplace. Featuring case studies packed full of practical examples, this book is a unique and valuable resource for both senior industry professionals looking to transform their business and MBA students. Online resources include a best practice checklist to optimize mobile apps.
Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business.
A unique blend of strategy and best practice, 100 Practical Ways to Improve Customer Experience has a particular focus on multi-channel industries such as retail, FMCG, travel, financial services, leisure, food and beverage, and automotive. These industries are all facing major disruption from trendsetting brands such as Uber, AirBnB and Amazon, and as such, now face more pressure than ever to adopt new practices and remain relevant in a continually competitive marketplace. Featuring case studies packed full of practical examples, this book is a unique and valuable resource for both senior industry professionals looking to transform their business and MBA students. Online resources include a best practice checklist to optimize mobile apps.
304 pages, Paperback
Published August 28, 2018
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Displaying 1 - 4 of 4 reviews
May 29, 2020
I often don’t take my time to review books I find just ok. But this one, ufff...
I was very lucky to find this book out of nowhere in my school library, and I have to say... I just love love love it so much. It delivers and it is very difficult to throw any bad apples at it. I have implemented a few suggestions, and already I’m seeing results.
This book is easy to digest and any person intending to engage in business or literally anything that involves interacting with people, this is the one.
It shows how customers are literally the lifeline of companies, and what should be done to survival even against big disruptors such as Amazon, Netflix, Airbnb, etc. I started to see customers differently and how many organizations use generic phrases about their customers so terribly, worse is their execution.
I will keep this book close by, and anytime I decide to become involved with a new business, I will quickly return to read it again. I actually should check once a month tbh.
Additionally, It is up to date with the latest trends, technologies and future predication, which will help many businesses bulletproof their operations.
Appreciate the effort placed by Malcolm Newman and Malcolm McDonald, I cannot recommend a read on this enough.
I was very lucky to find this book out of nowhere in my school library, and I have to say... I just love love love it so much. It delivers and it is very difficult to throw any bad apples at it. I have implemented a few suggestions, and already I’m seeing results.
This book is easy to digest and any person intending to engage in business or literally anything that involves interacting with people, this is the one.
It shows how customers are literally the lifeline of companies, and what should be done to survival even against big disruptors such as Amazon, Netflix, Airbnb, etc. I started to see customers differently and how many organizations use generic phrases about their customers so terribly, worse is their execution.
I will keep this book close by, and anytime I decide to become involved with a new business, I will quickly return to read it again. I actually should check once a month tbh.
Additionally, It is up to date with the latest trends, technologies and future predication, which will help many businesses bulletproof their operations.
Appreciate the effort placed by Malcolm Newman and Malcolm McDonald, I cannot recommend a read on this enough.
March 26, 2021
An odd jumble
A meandering collection of odd job anecdotes which make you work hard to harvest any value. A low grade seam of ore that requires a lot of digging to find the nuggets. Strange that a book on CX is lacking in just that.
A meandering collection of odd job anecdotes which make you work hard to harvest any value. A low grade seam of ore that requires a lot of digging to find the nuggets. Strange that a book on CX is lacking in just that.
June 19, 2018
#100PracticalWaysToImproveCustomerExperience #NetGalley #Business #Startups
The book is well documented and contains very interesting study cases from International Corporations. The 100 practical ways are explained clearly with supportive examples and tools to use in real situation. I recommend this book for Startups and Medium/Small companies who are looking for market expansion.
The book is well documented and contains very interesting study cases from International Corporations. The 100 practical ways are explained clearly with supportive examples and tools to use in real situation. I recommend this book for Startups and Medium/Small companies who are looking for market expansion.
January 20, 2019
This is the perfect guide for those who want to truly emulate the adage 'Customer First' . It is full of practical tools, guidance and frameworks to implement to ensure the consumer is at the centre of all aspects of marketing along the customer journey.
Displaying 1 - 4 of 4 reviews