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This book demonstrates why companies must establish and maintain a new customer-committed culture and how this transformation can be achieved.
A unique customer experience has never been as critical to success as it is today. Many companies are therefore focusing on customer-oriented processes and the collection of valuable customer data. However, customers are more than just the sum of their data. Special brand experiences and genuine wow moments almost always arise from empathy, a personal touch, or the famous extra mile that employees go for their customers. Mathias Weber vividly illustrates how genuine customer commitment can be achieved in companies and provides the essential tools and measures, along with insights into concrete case studies.
List of contents
The customer experience makes the difference.- Strategy: Establishing the foundation of a customer-connected organization.- Shaping the transformation to a customer-connected organization.- Creating customer-connected experiences.- Customer-connected brands - Best practice examples.- Summary and action needs.- Glossary.
About the author
Mathias Weber ist Partner bei G&P Markenberatung in München. Er unterstützt seit mehr als 15 Jahren Unternehmen dabei, langfristig erfolgreicher zu werden durch den Aufbau von kundenzentrierten und begehrlichen Marken. Zu seinen Kunden gehören Unternehmen wie die BMW Group, Porsche AG oder Bosch Siemens Hausgeräte sowie Mittelständler und Hidden Champions im deutschsprachigen Raum. Darüber hinaus ist er als Dozent an Hochschulen tätig.
Summary
This book demonstrates why companies must establish and maintain a new – customer-committed – culture and how this transformation can be achieved.
A unique customer experience has never been as critical to success as it is today. Many companies are therefore focusing on customer-oriented processes and the collection of valuable customer data. However, customers are more than just the sum of their data. Special brand experiences and genuine wow moments almost always arise from empathy, a personal touch, or the famous extra mile that employees go for their customers. Mathias Weber vividly illustrates how genuine customer commitment can be achieved in companies and provides the essential tools and measures, along with insights into concrete case studies.
