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.