This book explains how startups and brands in general can achieve a high
level of customer experience (CX) in today's dynamic and competitive
times. A well-structured and easy to apply customer experience framework
defines customer experience as the start and end point of all business
activities. The framework steps and tools (such as NPS, Empathy Map,
Customer Journey, Golden Circle, Design Thinking, A/B-Testing) are
designed to have a maximum impact on successful company building and the
customer experience, which is key to generate first and repeat buyers
that become fans of the company. The tools originate from different
disciplines, such as management, design, digitisation or psychology - as
only an interdisciplinary approach enables superior insights for
initiating the right customer activities in today's highly competitive
times. With this book, it is possible to look at customer experience
systematically and derive your own strategy towards success.
The following are the main contributions of this book:
- Provides a clear step-by-step guide to create a customer
experience-centric company
- Introduces most impactful tools that managers can use to successfully
complete every step of our framework
- Guides managers through the process of creating a start-up, which is
less about magically coming up with innovative business ideas, but
rather about applying proven principles in a new context