- Shows companies how to understand their external and internal customers more deeply and more profoundly than ever before
- Features case studies from every major service sector including financial, retail and telecoms and brands such as Samsung, HSBC, Saga, QVC, Kraft, Singapore Airlines, Taj Hotels and Emirates
- Explains the economics of excellence and provides a sustainable commercial strategy that will enable the long-term success of any business
- Shares practical best tips which will help replicate the success of the world's best brands and business leaders
Customer Experience Excellence
The Six Pillars of Growth
Apply the lessons from the world's most elite organizations and make customer excellence a habit by creating frictionless and authentic human connections.
Key features at a glance
EAN: 9781398600997
Edition: 1
Published:
Format: 233x153
272 pages
About the book
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.
About the authors
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.
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.
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