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The Power of Customer Experience

How to Use Customer-centricity to Drive Sales and Profitability

Refocus on the customer to outstrip your competition and increase profitability, with invaluable insight into the direct correlation between customer-centricity and shareholder value - proven by today's most successful companies.
EAN: 9781789667875
Edition: 1
Format: 234x156
240 pages

About the book

Having a customer-centric business model has evolved from being a nice-to-have to a must-have for any organization. A focus on products and services alone is no longer enough to outstrip the competition.

In the current digital ecosystem, consumers can instantly compare products, prices and services with the touch of a button from the comfort of their home. Therefore, every organization must now focus on their overall customer experience to achieve the tricky but imperative balance between efficiency and personalization.

In The Power of Customer Experience, Martin Newman presents clear data that proves the direct link between customer-centricity with profit and shareholder value. Drawing on examples from well-known companies like JD Sports, Delta Airlines, Lego, Selfridges, BMW, Hilton, Deliveroo and Uber, it analyses how organizations provide the most effective customer experience, and reveals the strategies that have allowed them to succeed.

Featuring tips and tools throughout, it will enable readers to understand the impact of online customer reviews and digital comparisons on some of the best known brands, and gain invaluable insights that can be used to grow emerging brands and revitalise existing brands.

About the authors

Martin Newman has 30 years' experience as a Chairman, Board Advisor and Non-Executive-Director. Based in the UK, he founded The Customer First Group and has worked with major brands including Harrods, Speedo, Burberry, Pentland Brands and Intersport. A regular contributor to Retail Week, he delivers keynote presentations at major events around the world. He has been named by Retail Week as one of the 50 most powerful people in online retail for 5 consecutive years, and named one of Retail Insider's top 100 retail movers and shakers. He is the co-author of 100 Practical Ways to Improve Customer Experience, also published by Kogan Page.