Joe Wheeler
The Digital-First Customer Experience
Seven Design Strategies from the World's Leading Brands
Joe Wheeler
The Digital-First Customer Experience
Seven Design Strategies from the World's Leading Brands
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Create a digital experience that not only exceeds your customers' expectations but turns them into advocates who won't stop promoting your brand.
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Create a digital experience that not only exceeds your customers' expectations but turns them into advocates who won't stop promoting your brand.
Produktdetails
- Produktdetails
- Verlag: Kogan Page
- Seitenzahl: 328
- Erscheinungstermin: 25. Juli 2023
- Englisch
- Abmessung: 234mm x 156mm x 27mm
- Gewicht: 640g
- ISBN-13: 9781398612662
- ISBN-10: 1398612669
- Artikelnr.: 67135350
- Verlag: Kogan Page
- Seitenzahl: 328
- Erscheinungstermin: 25. Juli 2023
- Englisch
- Abmessung: 234mm x 156mm x 27mm
- Gewicht: 640g
- ISBN-13: 9781398612662
- ISBN-10: 1398612669
- Artikelnr.: 67135350
Joe Wheeler is a bestselling author, speaker and consultant. He is the CEO of CX/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm he co-founded with Professors Len Schlesinger, James Heskett and W. Earl Sasser of the Harvard Business School. He is the co-author of two previous books on the topic of employee and customer experience: The Ownership Quotient (2008) and Managing the Customer Experience (2002). Prior to launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm's Customer Experience Consulting Practice. He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.
Chapter
00: Introduction; Chapter
01: PART 1: The new 3 C'S Chapter
02: PART 2: The 7 design strategies Chapter
03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong Chapter
04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement Chapter
05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control Chapter
06: DESIGN STRATEGY 4: Foster ownership through customer community and co
creation Chapter
07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning Chapter
08: DESIGN STRATEGY 6: Empower customers through immersive experiences Chapter
09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost Chapter
10: The 7 design strategies summary Chapter
11: PART 3: The playbook Chapter
12: Start by solving the right problems Chapter
13: Build your business case Chapter
14: The design process Chapter
15: Execute to scale Chapter
16: Epilogue Chapter
17: APPENDIX: CX/digital maturity assessment Chapter
18: APPENDIX 1: The CX/digital design accelerator
00: Introduction; Chapter
01: PART 1: The new 3 C'S Chapter
02: PART 2: The 7 design strategies Chapter
03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong Chapter
04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement Chapter
05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control Chapter
06: DESIGN STRATEGY 4: Foster ownership through customer community and co
creation Chapter
07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning Chapter
08: DESIGN STRATEGY 6: Empower customers through immersive experiences Chapter
09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost Chapter
10: The 7 design strategies summary Chapter
11: PART 3: The playbook Chapter
12: Start by solving the right problems Chapter
13: Build your business case Chapter
14: The design process Chapter
15: Execute to scale Chapter
16: Epilogue Chapter
17: APPENDIX: CX/digital maturity assessment Chapter
18: APPENDIX 1: The CX/digital design accelerator
Chapter
00: Introduction; Chapter
01: PART 1: The new 3 C'S Chapter
02: PART 2: The 7 design strategies Chapter
03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong Chapter
04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement Chapter
05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control Chapter
06: DESIGN STRATEGY 4: Foster ownership through customer community and co
creation Chapter
07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning Chapter
08: DESIGN STRATEGY 6: Empower customers through immersive experiences Chapter
09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost Chapter
10: The 7 design strategies summary Chapter
11: PART 3: The playbook Chapter
12: Start by solving the right problems Chapter
13: Build your business case Chapter
14: The design process Chapter
15: Execute to scale Chapter
16: Epilogue Chapter
17: APPENDIX: CX/digital maturity assessment Chapter
18: APPENDIX 1: The CX/digital design accelerator
00: Introduction; Chapter
01: PART 1: The new 3 C'S Chapter
02: PART 2: The 7 design strategies Chapter
03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong Chapter
04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement Chapter
05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control Chapter
06: DESIGN STRATEGY 4: Foster ownership through customer community and co
creation Chapter
07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning Chapter
08: DESIGN STRATEGY 6: Empower customers through immersive experiences Chapter
09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost Chapter
10: The 7 design strategies summary Chapter
11: PART 3: The playbook Chapter
12: Start by solving the right problems Chapter
13: Build your business case Chapter
14: The design process Chapter
15: Execute to scale Chapter
16: Epilogue Chapter
17: APPENDIX: CX/digital maturity assessment Chapter
18: APPENDIX 1: The CX/digital design accelerator