Do B2B Better - Drive Growth Through Game-Changing Customer Experience

Customer Experience expert Jim Tincher provides the wisdom and tools to show business-to-business (B2B) organizations how to build and sustain superior customer experience (CX) as a core business activity. Any business leader knows that customer loyalty is the key to a thriving business. But what if your customer is another business? Consistent research shows that most B2B companies lag behind their B2C counterparts in customer experience, primarily because of the increased complexity in serving businesses over individual consumers. Do B2B Better is a call to action for business-to-business (and B2B2C) organizations to improve their customer experience strategy, leveraging a powerful model called the CX Loyalty Flywheel. From interviews with hundreds of CX leaders, Jim Tincher shares stories of how B2B companies have implemented successful CX programs, including Dow, Hagerty, and UKG. Discover what sets top performers apart from the competition and learn how to deliver exceptional experiences‿and bottom-line results‿for your organization.

About the author

Jim Tincher sees the world through the eyes of customers. He is a nationally recognized customer experience expert and keynote speaker, and the coauthor of How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change.

Jim developed a passion for customer experience when leading CX programs at Best Buy and UnitedHealth Group. An early advocate for CX, he was the second customer experience professional in the world to be certified by the Customer Experience Professionals Association (CXPA). His customer experience consultancy, Heart of the Customer, delivers next-generation CX best practices that go beyond insights and recommendations to empower and activate organizations to generate customer-driven value and bottom-line growth. Jim serves on the Consumer Insights and Analytics Advisory Board for the University of Minnesota Duluth, and lives in Minneapolis, MN, with his wife, Sue.

Summary

Customer Experience expert Jim Tincher provides the wisdom and tools to show business-to-business (B2B) organizations how to build and sustain superior customer experience (CX) as a core business activity.
Any business leader knows that customer loyalty is the key to a thriving business. But what if your customer is another business? Consistent research shows that most B2B companies lag behind their B2C counterparts in customer experience, primarily because of the increased complexity in serving businesses over individual consumers.
Do B2B Better is a call to action for business-to-business (and B2B2C) organizations to improve their customer experience strategy, leveraging a powerful model called the CX Loyalty Flywheel. From interviews with hundreds of CX leaders, Jim Tincher shares stories of how B2B companies have implemented successful CX programs, including Dow, Hagerty, and UKG. Discover what sets top performers apart from the competition and learn how to deliver exceptional experiences—and bottom-line results—for your organization.

Foreword

• Media Campaign: Targeting trade publications and business media.
  
  
  
  • Note 1: Jim Tincher may not be a household name, but in the Customer Experience world, he’s a star—as only the second person to achieve the title of Certified Customer Experience Professional (CCXP), and having been named as a CX influencer by CustomerThink, Engati, SupportBee, Feedspot, Influencer Marketing, LitmusWorld, and several other media outlets.
  
  
  • Note 2: Customer Experience Day is the first Tuesday of October—the very day we launch the book!
  
  
  
  


• Website: https://heartofthecustomer.com


• Pre-Order Incentive: Free digital workbook offered for individual pre-orders, and free XM roadmap assessment for corporate bulk purchases of 10+ copies.


• Newsletter: Promotion to author list of 2k subscribers.


• Social Media: Posts targeting author’s 10k followers—most of whom are on LinkedIn and belong to our target audience of Chief Experience Officers, Chief Customer Officers, Chief Marketing Officers, and VPs of CX.


• Network Outreach:


• Influencers: The author is well-connected in the CX space and will reach out to other CX thought leaders for marketing support.


• Partnerships: The author gives 3–5 keynotes a year and is planning to expand this part of his career. We’ll reach out to organizations the author has worked with in the past—particularly those used as case studies in the book, such as Dow, Hagerty, and the Ultimate Kronos Group—for marketing partnerships and bulk orders.


• Street Team: We'll rally the author's closest followers and customers to build social media buzz and post good reviews the week of on-sale


• Digital Ad Campaign: Including LinkedIn ads targeting people in the B2B and CX space.


• Events: The author is planning an in-person book launch event. Details TK.


• Promotions: Goodreads giveaway and digital ARC on Edelweiss.

Product details

• Authors: Jim Tincher
• Assisted by: Daniel Futter (Foreword)
• Publisher: Ingram Publishers Services
• Languages: English
• Product format: Hardback
• Released: 04.10.2022
• EAN: 9781637560181
• ISBN: 978-1-63756-018-1
• No. of pages: 320
• Dimensions: 235 mm x 158 mm x 27 mm
• Weight: 620 g
• Subjects: Social sciences, law, business > Business > Advertising, marketing; BUSINESS & ECONOMICS / Strategic Planning, BUSINESS & ECONOMICS / Marketing / General, BUSINESS & ECONOMICS / Customer Relations, BUSINESS & ECONOMICS / Motivational