商品描述
Make customer-centricity tangible, sustainable, and real by implementing structural and systemic changes to the DNA of your company.
Businesses need to do more than sell to customers--they need to help them live their best lives. This superior experience is what customers expect and deserve from companies and it's possible to deliver just that with the framework provided in The Customer Excellence Enterprise: A Playbook for Creating Customers for Life. An enlightening and pragmatic guide, The Customer Excellence Enterprise is for everyone who needs to elevate the customer experience to a fundamental revenue accelerator and value driver. With this fresh perspective on customer-centricity, companies can address the persistent disconnect between their customer-first claims and an often disappointing reality.
Wayne Simmons and Tom DeWitt are practitioners and professors of customer excellence. Wayne is a leader in customer excellence and customer experience management at Pfizer, the Fortune 50 global leader in health care and life sciences. Tom is the founder of CXM@MSU, an industry-facing entity designed to advance customer experience management thought and practice, and the founder and architect of North America's first master's degree in Customer Experience Management (CXM) at the Broad College of Business, Michigan State University.
Together, they expertly frame the complexities of consistently delivering a superior customer experience at enterprise and global scale and provide a compelling case for urgency for companies to take the journey to become a Customer Excellence Enterprise (CXE).
Outlining the leadership, organizational, operational, and commercial facets essential for sustained success, The Customer Excellence Enterprise is a comprehensive playbook for any company seeking to differentiate deeply from competitors and win preferred positions in the hearts and minds of today's discerning customers.
With insights into how companies can become structurally and systemically predisposed to deliver exceptional experiences, the authors draw on real-world practice and examples from customer experience "outliers"―companies renowned for consistently improving their customers' lives. Readers will also find:
- Practical strategies for building a case for urgency and mobilizing all levels of the enterprise to deliver tangible results.
- Winning methods to build deep emotional connections that lead to lifelong customer relationships.
- Insights into the habits and ways of working from customer experience industry outliers.
The Customer Excellence Enterprise: A Playbook for Creating Customers for Life is a must-have for the boards of directors, C-Suite executives, line of business leaders and managers, marketers, sales teams, product leaders, human resources, customer experience, operations and other customer-facing professionals tasked with answering pressing questions like, Why are exceptional customer experiences still so rare? and If customers are truly the most valuable of corporate assets, why are they consistently being treated so poorly? This book serves as an invaluable tool and urgent call to action for anyone committed to elevating how customers are viewed, treated, and valued--the keys to creating customers for life.
商品描述(中文翻譯)
讓以客戶為中心的理念具體化、可持續且真實，透過對公司DNA進行結構性和系統性的變革來實現。
企業需要做的不僅僅是向客戶銷售產品——他們需要幫助客戶過上最佳生活。這種卓越的體驗是客戶對企業的期望和應得的，而這正是《The Customer Excellence Enterprise: A Playbook for Creating Customers for Life》中所提供的框架所能實現的。這本啟發性且務實的指南，適合所有需要將客戶體驗提升為基本收入加速器和價值驅動者的人士。透過這種對以客戶為中心的新視角，企業可以解決其以客戶為先的聲明與經常令人失望的現實之間的持續脫節。
Wayne Simmons和Tom DeWitt是客戶卓越的實踐者和教授。Wayne是輝瑞（Pfizer）在客戶卓越和客戶體驗管理方面的領導者，輝瑞是全球50大健康護理和生命科學公司之一。Tom是CXM@MSU的創始人，這是一個面向行業的實體，旨在推進客戶體驗管理的思想和實踐，也是美國北部第一個客戶體驗管理碩士學位（CXM）的創始人和設計者，該學位設於密西根州立大學的Broad商學院。
他們共同專業地框架了在企業和全球規模上持續提供卓越客戶體驗的複雜性，並為企業踏上成為客戶卓越企業（CXE）的旅程提供了迫切的理由。
《The Customer Excellence Enterprise》概述了持續成功所需的領導、組織、運營和商業面向，是任何希望在競爭中深度區分並贏得當今挑剔客戶心中首選地位的公司的全面指南。
透過對企業如何在結構和系統上傾向於提供卓越體驗的見解，作者借鑒了來自客戶體驗“異類”公司的實際案例——這些公司因持續改善客戶生活而聞名。讀者還將發現：
- 建立迫切性案例和動員企業各級別以實現具體成果的實用策略。
- 建立深厚情感聯繫的成功方法，從而促成終身客戶關係。
- 客戶體驗行業異類的習慣和工作方式的見解。
《The Customer Excellence Enterprise: A Playbook for Creating Customers for Life》是董事會、C-Suite高管、業務線領導者和經理、行銷人員、銷售團隊、產品領導者、人力資源、客戶體驗、運營及其他面向客戶的專業人士必備的工具，這些人需要回答如“為什麼卓越的客戶體驗仍然如此稀缺？”和“如果客戶真的是企業最有價值的資產，為什麼他們總是受到如此糟糕的對待？”等緊迫問題。這本書是任何致力於提升客戶的看法、對待和價值的人的寶貴工具和緊急行動呼籲——這是創造終身客戶的關鍵。
