Martin Newman

(Author)

The Power of Customer Experience: How to Use Customer-Centricity to Drive Sales and ProfitabilityHardcover, 25 May 2021

The Power of Customer Experience: How to Use Customer-Centricity to Drive Sales and Profitability
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Print Length
264 pages
Language
English
Publisher
Kogan Page
Date Published
25 May 2021
ISBN-10
1789667895
ISBN-13
9781789667899

Description

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.

Product Details

Author:
Martin Newman
Book Format:
Hardcover
Country of Origin:
US
Date Published:
25 May 2021
Dimensions:
23.39 x 15.6 x 2.24 cm
ISBN-10:
1789667895
ISBN-13:
9781789667899
Language:
English
Location:
London
Pages:
264
Publisher:
Weight:
548.85 gm

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