The "Customer Experience Excellence: Acquire, Analyze, Act, Achieve" book is intended to be a how-to guide that details a step-by-step process for the design and deployment of a successful, scalable Synergistic Customer Experience Program. The book is designed to be your co-pilot, a guide in your journey and pursuit of achieving great customer experience.
The Practical Guide to CX is structured into seven main sections:
This guide is specifically structured for those who are at the forefront of crafting the customer experience. The concise chapters, clear structure, and infographics allow you to “straight-line” through the book, picking up essential knowledge at-a-glance. The structure and design are intended to always keep you in the context of the bigger picture.
The table below explains what content is covered in each section of the book and why it is important:
Section | Why is it important? |
Introduction | The introduction establishes the foundational understanding of customer experience (CX), its business impact, and how it differs from “customer service”. It discusses the topics of mastering CX and introduces the concept of the Synergistic CX Program. This section is vital as it lays the groundwork for the next sections, offering a comprehensive overview of the significance of customer experience in today’s business landscape. |
Customer Journey | This section delves into the lens of customer experience using the Customer Journey Map. It covers Customer Personas and introduces the A4 Methodology for CX Excellence as well as closing the Quality Management Loop. These concepts are key for CX professionals to anticipate customer needs and tailor experiences accordingly. |
Acquire | The Acquire section focuses on various methods of measuring customer experience, ranging from online reviews and surveys to retail operations and employee feedback. Grasping these measurement strategies is crucial for CX professionals to assess current customer experiences accurately and identify areas requiring improvement. |
Analyze | This section centers around analyzing performance, mapping findings to the Customer Journey and identifying action areas for improvement. The Analyze phase is a key step for CX management; it enables CX professionals to uncover insights from acquired data, leading to targeted and effective improvements in customer experience. |
Act | The Act section introduces Action Management and discusses the development of action plans, microlearning, and delivering CX that resonates throughout the business and its customers. Closing the Quality Management Loop is also a focal point. For CX professionals, this section is essential, as it provides the tools and knowledge needed to implement actionable strategies and ensure continuous improvement in customer experiences. |
Achieve | This section covers achieving excellence in quality-of-service and customer experience, fostering aptitude through continuous training, and connecting customer experience to loyalty and advocacy. It also guides the iterative process of “the next steps” for constant improvement. This section is imperative for CX professionals aiming for excellence and seeking to foster customer loyalty and advocacy through refined customer experiences. |
Journey Beyond | Journey Beyond outlines next steps beyond the A4 Methodology for CX Excellence. It emphasizes spreading the word about having achieved customer experience excellence. This final section encourages CX professionals to continue evolving their strategies and sharing their success, contributing to the broader development of customer experience excellence in the industry and the world. |
Keep an eye on the horizon this coming March for the release of Volume 1 of 'Customer Experience Excellence: Acquire, Analyze, Act, Achieve' - the practical guide that will redefine the way you engage with your customers.
Comments