The Center of Experience, Second Edition: A blueprint for creating the experience-led enterprise - Couverture souple

Livre 3 sur 4: House of the Customer

Kihlstrom, Greg

 
9798851204166: The Center of Experience, Second Edition: A blueprint for creating the experience-led enterprise
Couverture souple
ISBN 13 : 9798851204166
Editeur : Independently published, 2023

Synopsis

We find ourselves at an inflection point in the relationship between brands and their audiences, where customers and employees are demanding better and more valuable experiences. Companies must keep up with this demand in order to remain competitive. This includes competition for both customers as well as employees. More importantly, while many organizations have traditionally focused on external-facing initiatives first, it is the ones which start internally that have the greatest potential to provide long-term positive benefits.

The book provides a blueprint for organizations to implement a center of excellence incorporating brand experience, or the combination of customer and employee experience. Each property of experience is articulated and explained in detail, including brand, governance, culture, platform, measurement, and environment. The book also provides recommendations on how an organization can begin to implement a Center of Experience of their own, and how success is measured.

The Center of Experience features a foreword from Diane Magers, Former Interim CEO for the Customer Experience Professionals Association (CXPA) and Founder and CEO of Experience Catalysts, and pioneer in the discipline of experience.

This second edition provides additional insights from during and after the pandemic, and clarifies many of the book’s points to focus the reader on tangible first steps. It serves as a companion piece to Kihlström’s Meaningful Measurement of the Customer Experience (2022), and the internationally best-selling House of the Customer (2023).

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Éditeur
Independently published
Date d'édition
2023
Langue
anglais
ISBN 13 
9798851204166
Reliure
Broché
Nombre de pages
179
Coordonnées du fabricant
Manufactured by Amazon on behalf of the author
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