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.