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Good to Great CX - Customer Experience Strategy to Execution
1. Good to Great CX
Customer experience strategy to execution
Isabella Villani
How do you attract and retain customers in a world
where they’re writing the rules?
Businesses must now operate in a highly contested global marketplace
where customers demand a personalised experience across multiple
channels. Customer experience has evolved rapidly as digital
technology has advanced. At a time when customers have far more
choice of channels and providers, loyalty is no longer a given – it must
be won.
The corporate landscape is in the midst of a revolution. Performance metrics now focus on increasing customer
satisfaction and minimising customer effort. Both in the public and private sectors, the message from the top
emphasises robust customer experience strategy. Services must be consistent and tailored to customers’ and
organisations’ needs.
Isabella Villani is a leading professional who has been developing new approaches to customer experience for almost
two decades. Incorporating industry best practice methodologies, her new book offers you the insights to develop,
implement and hone a successful CX strategy within your organisation. She outlines the tricks and traps of managing
customer interaction in an omnichannel environment and identifies how to put customers at the centre of your
business, where they belong.
Get your signed copy now for AU$29.95 (+ P&H)!
Good to Great CX is available in all good bookshops and in ebook format.
To purchase your copy and access Good to Great online resources and tools, visit
www.goodtogreatcx.com.