Customer Experience Excellence - The Six Pillars of Growth

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

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.

Product details

• Authors: David Conway, Tim Knight
• Publisher: Kogan Page
• Languages: English
• Product format: Hardback
• Released: 03.08.2021
• EAN: 9781398601055
• ISBN: 978-1-3986-0105-5
• No. of pages: 272
• Dimensions: 165 mm x 240 mm x 25 mm
• Weight: 66 g
• Subjects: Social sciences, law, business > Business > Management; BUSINESS & ECONOMICS / Marketing / General, BUSINESS & ECONOMICS / Marketing / Direct, Business innovation, business strategy, Sales & marketing, Sales and marketing, BUSINESS & ECONOMICS / E-Commerce / Digital Marketing