Customer Experience Excellence: The Six Pillars of Growth

ISBN-13: 9781398600997 / Angielski / Miękka / 2021 / 272 str.

Tim Knight; David Conway

Opis

Apply the lessons from the world's most elite organizations and make customer excellence a habit by creating frictionless and authentic human connections.

Recenzje

"

There may be no silver bullets to unlocking world class customer experience, but this book is certainly full of golden nuggets to guide you on the journey. The collective wisdom of Tim and David coupled to millions of data points gives you the confidence to believe the practical 90 day plan will actually work.

" Margaret Jobling, Chief Marketing Officer, NatWest Group

Spis treści

• • Chapter - 01: Introduction;
• Section - ONE: The changing world of customer and employee;
• • Chapter - 02: The new customer;
  • Chapter - 03: The new employee;
  • Chapter - 04: The new enterprise;
• Section - TWO: The six pillars of experience - A framework for excellence;
• • Chapter - 05: The six pillars of experience - An introduction;
  • Chapter - 06: Preparing the six pillars;
  • Chapter - 07: Applying the six pillars;
• Section - THREE: The 90 day plan;
• • Chapter - 08: Achieving a quantum leap - The 90-day growth plan;
  • Chapter - 09: The first 30 days;
  • Chapter - 10: The second 30 days;
  • Chapter - 11: The final 30 days

O autorze

Tim Knight is a partner in KPMG's UK customer consulting practice, focused on helping clients create customer-centric cultures, digitally transform and grow their businesses. Since 2010 he has been researching global best practice in customer excellence. David Conway is a former board director of The Co-operative Bank, Liverpool Victoria and N&P Building Society. During his time at KPMG, he co-founded The Customer Experience Excellence Centre, researching best practice around the world.