<p>The customer experience revolution has begun! Businesses that provide an extraordinary customer experience are more profitable and sustainable than their competition. They dominate industries and marginalize competing companies. In their innovative book, The Customer Experience Revolution: How Companies like Apple, Amazon, and Starbucks Have Changed Business Forever; authors Jeofrey Bean and Sean Van Tyne uncover valuable insights about leadership and decision-making. At large and small companies they call Experience Makers, the focus has surpassed products, services, and price toward the purpose-built customer experience and the user experience within it. Customer experience is an all-encompassing term that goes beyond traditional definitions of marketing, customer service, customer satisfaction, and product development. Delivering extraordinary customer experience is becoming more and more important, according to J.D. Power and Associates. We know from the data that people will pay for it, says Gary Tucker. Unique to customer experience books, Bean and Van Tyne capture the key elements of customer experience through interviews with business leaders. The book shows how Starbucks CEO Howard Schultz spearheaded a customer experience strategy using social media that built tremendous customer loyalty. An interview with executive Larry Tesler reveals the leadership qualities of Steve Jobs at Apple and Jeff Bezos at Amazon. It shows how Reed Hastings at Netflix brought down Blockbuster and continues to stay competitive. The book tells the story of Square (founded by Jack Dorsey of Twitter), as well as many other companies, including Intuit, LPL Financial, Skinit, EMN8, IDriveSafely, and more. These profiles of leaders in companies both large and small show the value of creating a complete customer experience ecosystem. Bean and Van Tyne found twelve essential leadership qualities common to the best companies in total customer experience management. They insist that these best practices can no longer be ignored for a company to remain successful. Customer expectations have risen and will continue to change. The Customer Experience Revolution shows why every business needs to make customer experience an integral part of its business strategy. The Customer Experience Revolution is a book that everyone who wants to succeed in business must read. --Todd Robinson, Founder and Former Chairman, LPL Financial Companies that delight their customers outperform their peers. This guidebook tells us why and how they do it in industries as diverse as retailing, smartphones, food service and driver education. I highly recommended it to anyone building a customer-focused business or refocusing an existing business on the experience of the customer. --Larry Tesler, Larry Tesler Consulting, former Vice President and Chief Scientist, Apple Computer</p>

The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever

Business & Money

Bean, Jeofrey

Tyne, Sean Van

Marketing & Sales

Raphel Marketing, Incorporated

<p>In Customer Experience Rules!, CX expert Jeofrey Bean gives 52 best practices for a company to create a great customer experience. Going beyond branding, customer service, and customer satisfaction, the customer experience encompasses every touch point a customer has with a company. Follow these rules in your business to craft the very best customer experience possible. Bean shares innovative yet practical insights about effective customer experience strategy and tactics from the leaders to improve customer engagement, loyalty, and advocacy: including Uber, Tesla, Amazon, Qualcomm, Kaiser Permanente, DealerRater, Imprivata, Ford, Starwood Hotels and more. Like his best-selling CX book, The Customer Experience Revolution, Customer Experience Rules! is based on the author’s experience, research, and in-person interviews with companies recognized for CX innovation. Read one rule a week—or all 52 at once! Customer Experience Rules! is your guide to customer experience success. Bean is the author of two Customer Experience books that help companies whether they are beginning to learn about CX, or are well on the way to integrating customer experience into the DNA of the company. PRAISE FOR CUSTOMER EXPERIENCE RULES! “Whether you are new or a long-time practitioner of Customer Experience, this book is a great introduction and reminder of all the best practices we should use – every day!” DANN ALLEN, VICE PRESIDENT, CUSTOMER EXPERIENCE, BANK OF THE WEST “Customer Experience Rules! is a must-have book for companies beginning to focus or companies re-focusing on the experience of the customer.” DEBORAH SCHOONOVER, CUSTOMER SUCCESS MANAGER, FREUND CONTAINER &amp; SUPPLY “If you worship at the altar of Customer Experience, these are your 52 weekly devotionals.” ROB SCRUGGS, FORMER DIRECTOR, CUSTOMER EXPERIENCE, E*TRADE FINANCIAL</p>

Customer Experience Rules!: 52 Ways to create a great customer experience

Management & Leadership

Brigantine Media

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