Joe Wheeler

The Digital-First Customer Experience (eBook, ePUB)

Seven Design Strategies from the World's Leading Brands

• Format: ePub

Produktbeschreibung

The definitive guide to designing digital-first experiences customers love.

In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon.

Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale.

Produktdetails

• Verlag: Kogan Page eBook
• Seitenzahl: 328
• Erscheinungstermin: 3. Juli 2023
• Englisch
• ISBN-13: 9781398612655
• Artikelnr.: 68280537

Autorenporträt

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. Before 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.

Inhaltsangabe

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