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Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement.
Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver.
However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results.
Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.
List of contents
- 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
About the author
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.
Report
"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
