Client Experience: How to bring the business to a new level. Dew. R.

In our time, when the population has less money, and the competition among companies for this money is more fierce, it is very useful to understand the business how important it is for the company to form a positive client experience (Customer Experience, CX). Strategist leaders have long ceased to consider consumers simply a source of fast money: they are invested in a long-term advantage-loyalty. This book is a high -quality practical guide for managers and managers who seek to improve the quality of their interaction with customers. Customer Experience Innovation, the revolutionary technique of Robert Dew, has become a real breakthrough in the development of client experience. The book tells in detail and with examples about the competitive advantages of a customer -oriented approach, about how to properly invest in its development, how to effectively eliminate the problems that arise, how not only to understand what exactly the customers like, but also leave competitors far behind. For each stage of creating the correct CX, simple instructions are given, and all the proposed steps are illustrated by real cases of both small companies and monsters of the market, such as Ritz Carlton and IKEA. Particular attention is deserved by sections dedicated to online business and proper branding. This is a practical guide for managers with experience in linear management, operations, marketing, finance or customer service. In it you will find simple tools for the research, creation and development of innovation in the Customer Experience (CX) space - for both large and small companies. Now you will not only understand what exactly customers like, but also figure out how to strengthen your business and leave far behind competitors and imitators, using a revolutionary creative approach developed by the authors of the book to create competitive advantages.