Martin Newman

The Power of Customer Experience (eBook, ePUB)

How to Use Customer-centricity to Drive Sales and Profitability

• Format: ePub

Produktbeschreibung

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.

Produktdetails

• Verlag: Kogan Page eBook
• Seitenzahl: 264
• Erscheinungstermin: 3. Mai 2021
• Englisch
• ISBN-13: 9781789667882
• Artikelnr.: 61622562

Autorenporträt

Martin Newman has over 35 years' experience in marketing, digital, CEO and Chairman roles working with major brands including Harrods, Burberry, Pentland Brands and Intersport. Based in the UK, he serves as a Chairman and Board Advisor to a host of well-known brands, and is the founder of The Customer First Group and Customer Service Action. A renowned thought-leader, he has been named by Retail Week as one of the 50 most powerful people in online retail for 5 consecutive years, and listed in the Retail Insiders top 100 Retail Movers & Shakers and the British Vogue Online Fashion 100. He is the author of The Power of Customer Experience (also published by Kogan Page). He is also the co-author of 100 Practical Ways to Improve Customer Experience, which was shortlisted in the Business Book Awards 2019.

Inhaltsangabe

Section
00: Introduction Section
01: The fundamental building blocks for sustainable commercial success; Section
02: Buy less, eat better, experience more; Section
03: The fallen
The brands that have sadly bitten the dust and why; Section
04: The resurrected; Section
05: Brands that have stood the test of time and why; Section
06: Customer
centricity
it all adds up; Section
07: Employee
first
The first building block in driving customer
centric transformation; Section
08: Purpose before profit
The shift from value to values; Section
09: Diversity and inclusion
On the outside and the inside; Section
10: Commercially successful disruptive business models in consumer sectors; Section
11: If you were starting a retail business today, what would it look like?; Section
12: To infinity and beyond
What makes a successful bank, airline and car dealer in the 2020s?; Section
13: We all gravitate towards social people
The same can be said of brands; Section
14: Generation Z will show us the way; Section
15: The road map to customer
centricity; Section
16: Index