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The power of customer experience : how to use customer-centricity to drive sales and profitability / Martin Newman

Von:

Newman, Martin [VerfasserIn]

Resource type: Ressourcentyp: Buch (Online)Buch (Online)Sprache: Englisch Verlag: London ; New York, NY : Kogan Page, 2021Beschreibung: 1 Online-Ressource (1 online resource)Schlagwörter:

Andere physische Formen: 9781789667882. | 1789667887 | 9781789667875. | 9781789667899. | 9781789667875 | Erscheint auch als: The power of customer experience. Druck-Ausgabe London ; New York, NY : Kogan Page, 2021DDC-Klassifikation:

658.8/12

LOC-Klassifikation:

HF5415.5

Online-Ressourcen:

Zugang im Netz des KIT

Zusammenfassung: Machine generated contents note: Chapter -- 01: Introduction -- 10 key traits of market leading brands; Chapter -- 02: The consumer shift from buying less stuff to experiences; Chapter -- 03: The fallen: The brands who have sadly bitten the dust and why; Chapter -- 04: The resurrected -- Brands that have come back from the dead and been successful; Chapter -- 05: Customer centricity -- The cause and effect of different aspects of customer experience on profit and loss; Chapter -- 06: Employee First -- The first building block in driving customer centric transformation; Chapter -- 07: The shift from value to values -- Culture always comes before strategy; Chapter -- 08: Brands that have stood the test of time and why; Chapter -- 09: The transformers -- Brands who have successfully transitioned their legacy businesses into customer led organisations; Chapter -- 10: The disruptive business models in consumer sectors and why they are commercially successful; Chapter -- 11: Customer-centricity in the automotive industry; Chapter -- 12: Customer centricity in the financial and banking industries; Chapter -- 13: Customer centricity in the retail industry; Chapter -- 14: Customer centricity in the airline industry; Chapter -- 15: The objectives, incentives and measures required to drive customer centricity; Chapter -- 16: The circular economy -- Brands that lend themselves to rent rather than ownership.Zusammenfassung: "Having a customer-centric business model has evolved from being a nice-to-have to a must-have for any organization. A focus on products and services alone is no longer enough to outstrip the competition. In the current digital ecosystem, consumers can instantly compare products, prices and services with the touch of a button from the comfort of their home. Therefore, every organization must now focus on their overall customer experience to achieve the tricky but imperative balance between efficiency and personalization. In The Power of Customer Experience, Martin Newman presents clear data that proves the direct link between customer-centricity with profit and shareholder value. Drawing on examples from well-known companies like JD Sports, Delta Airlines, Lego, Selfridges, BMW, Hilton, Deliveroo and Uber, it analyses how organizations provide the most effective customer experience, and reveals the strategies that have allowed them to succeed. Featuring tips and tools throughout, it will enable readers to understand the impact of online customer reviews and digital comparisons on some of the best known brands, to gain invaluable insights that can be used to grow emerging brands and revitalize existing brands"--Zusammenfassung: "Having a customer-centric business model has evolved from being a nice-to-have to a must-have for any organization. A focus on products and services alone is no longer enough to outstrip the competition. In the current digital ecosystem, consumers can instantly compare products, prices and services with the touch of a button from the comfort of their home. Therefore, every organization must now focus on their overall customer experience to achieve the tricky but imperative balance between efficiency and personalization. In The Power of Customer Experience, Martin Newman presents clear data that proves the direct link between customer-centricity with profit and shareholder value. Drawing on examples from well-known companies like JD Sports, Delta Airlines, Lego, Selfridges, BMW, Hilton, Deliveroo and Uber, it analyses how organizations provide the most effective customer experience, and reveals the strategies that have allowed them to succeed. Featuring tips and tools throughout, it will enable readers to understand the impact of customer centricity on some of the best known brands, to gain invaluable insights that can be used to grow emerging brands and revitalize existing brands"--PPN: PPN: 1795256508Package identifier: Produktsigel: BSZ-4-NLEBK-KAUB | ZDB-4-NLEBK

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