by Reza Soudagar, Vinay Iyer, Volker Hildebrand | Released September 2011 | ISBN: 9780071810708

About the Book:Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail--the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back--and that sets you apart from the competition. You need to seize The Customer Experience Edge.Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks--foundational and disruptive technologies. These are the authors' main fields of expertise, and these are what make the customer experience profitable.The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to:Develop products and services that are highly valued by customersForm bonds that keep clients from turning to competitorsTransform customers into your best advocatesIt's a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits. Show and hide more

1. Open 00:00:25
2. Foreword 00:05:29
3. Introduction 00:16:55
4. Part I: The New Competitive Battleground, Chapter 1: Customer Experience in the "New Normal" 00:22:34
5. Chapter 2: The Four Essentials of a Profitable Customer Experience 00:28:38
6. Chapter 3: B2B Customer Experience: Different Animal, Same Spots 00:32:41
7. Part II: Making it Happen, Chapter 4: Throwing Out the Old Playbook 00:41:40
8. Chapter 5: The New Customer Experience Recipe 00:32:59
9. Chapter 6: A Fresh Look at the Top and Bottom Lines 00:36:09
10. Part III: Technology: The Core Ingredient, Chapter 7: The Underlying Foundation for the Customer Experience Edge 00:53:57
11. Chapter 8: Adding Disruptive Technologies to Advance the Game 1:01:51
12. Chapter 9: IT as the Catalyst of CE Transformation 00:13:30
13. Part IV: Sustaining the "Wow", Chapter 10: Ten On-Ramps to the Customer Experience Freeway 00:25:50
14. Chapter 11: Measures of Success 00:23:20
15. Chapter 12: Emerging Economies: Exporting a Profitable Customer Experience 00:30:46
16. Chapter 13: The Future of Customer Experience 00:26:57
17. Chapter 14: Action Items for Achieving the Customer Experience Edge 00:29:21
18. Afterword: The Customer Experience Edge and SAP 00:04:07
19. Appendix A: Bloomberg Businessweek Research Services North American Survey on Customer Service Experience: Survey Questionnaire and Methodology 00:06:00
20. Appendix B: Bloomberg Businessweek Research Services Report on the Value of Global Integration: The Right Foundation for Growing Global 00:31:31
21. Close 00:00:47
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