Managing the Customer Experience: Turning customers into advocates (Financial Times Series) @ richardeward.com

Managing the Customer Experience: Turning customers into advocates (Financial Times Series)
by Shaun Smith, Joe Wheeler
from FT Press

Customer Reviews:

• Avg. Customer Rating: 5.0 / 5.0

• Interesting and insightfull
  This book is a good resource for managers trying to develop brands where experience accounts for and important portion of the value perceived by the customer.
  It is well structured, goes beyond the obvious.

• Helpful, great templates
  I bought this and several other books on this topic of a project at work. This so far has been the most comprehensive and thoughtful book on the topic. There are plenty of templates and workflows to help a team frame their customer experience goals and is supplemented with substantial facts and figures that resonate with executives. This book will provide me with much of what i need to clearly articulate these ideas to my leadership (as i build yet another powerpoint deck to do so).
  My only gripe is... more info

• How to "experience the brand" and "brand the experience"
  
  Actually, the title of this book is somewhat misleading because Smith and Wheeler have as much of value to say about how to create an appropriate customer experience as they do about how to manage it effectively. In fact, the two are not only connected, they are interdependent. The ultimate objective is to establish an ever-increassing critical mass of customers who are "advocates" or as Ben McConnell and Jackie Huba would characterize them, "evangelists."
  Obviously, customer relationship... more info

• Great book with new ideas
  We do Graphic Design for Restaurants which is all about "The Experience". We have not only started using some of the suggestions for our own firm, but are purchasing copies for clients as Christmas presents.
  

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