Customer Experience Strategy - Design & Implementation: Outgrow your competitors by making your business to business customers happier (Customer Strategy)
(英語) ペーパーバック – 2017/4/17
5つ星のうち5.0Open your eyes to the importance of knowing how your customers feel!
2017年5月3日に英国でレビュー済み
Amazonで購入
Reading this book certainly opened my eyes to customer experience and how to manage it. I'll never complete another customer survey again without wondering if it's going to make a difference to anyone -or if those circulating the survey will ever let me know what the results were and how they could be important. Read this book if you want to improve your business - or just to educate yourself in this fascinating space!!
L’ultIma volta che ho letto qualcosa stampato in caratteri così grossi facevo la terza elementare: se stampato in caratteri standard sarebbe stato un libro da non più di 100 pagine.
Al di là della lunghezza del libro quello che mi ha lasciato più deluso è il contenuto. Ho scelto questa lettura convinto dal CV dell’autore; purtroppo ho potuto trarre pochissimi spunti
Il libro appare come la raccolta degli appunti di una vita: un collage di spunti neanche troppo ben amalgamati fra loro che, per chi ha una media cultura sulle tematiche business administration, risulteranno troppo spesso scontate.
Non suggerirei l’acquisto; se però lo trovate in biblioteca e non sapete cosa fare nel weekend può valere la lettura
5つ星のうち5.0Smart, practical, a very good read and high potential ROI!
2017年10月26日にフランスでレビュー済み
Amazonで購入
This is a very good book, I highly recommend it! For Customer Experience professionals, for strategists working on CX design and or competitive intelligence, for business leaders, notably in the SMB segment...It's actually one of these business books that can really be impactful. In my view, it has the perfect mix of: 1- Smart, realistic observations on business and Customer Experience today. 2- Very pragmatic and concrete advice on how to get started with a Customer Experience strategy, from design to implementation. Including the pros and cons of the tools at your disposal, the hurdles you can expect, and (absolutely key, you are nowhere on the radar without this) how to move the needle for leadership support. 3- And good stories too. They make the book entertaining. They can also help you build (and start your own) repository of customer stories - this can play a key role in your strategy and communication.
I had the privilege of working for the author a few years before he left HP/HPE. I no longer work in this space, but some of the concepts shared here linger on and transpire in my job today. It is rare for senior leaders to share their knowledge and experience in a structured, meaningful and fully transparent way. Maurice FitzGerald is one of those leaders. This book is cheap compared to the value it can bring about. Best ROI in the Amazon library!
there are so many better books out there on CX covering strategy than this. the good point is it covers lots of different customer survey/feedback methodologies. the author is constantly name dropping about his time in HP as reference to his ideas. Fine, but i don't find a well detailed process or methodology about CX strategy compared to books by Chris Daffy or Colin Shaw. My point after reading one of the latter authors work you could have a basis on how to build and implement a CX strategy in your non HP company. After reading this book you would have ideas but no where near being ready.
The book is a must to read for CX practitioners, the author has extensive experience, he demonstrates which cx practices that can be succeed or failed and why. The author blew up several concepts that I have been clinging to for years ... I don't agree with all arguments he raised but I found it useful (critical thinking)
However I have rated the book with three stars because It was below my expectations in giving you a frame work to build a methodological CX strategy, but you will have alot of useful tips in this regards if you are building your CX strategy.
