The Power of Customer Experience

<p><b>Having a customer-centric business model has evolved from being a <i>nice-to-have</i> to a <i>must-have</i> for any organization. A focus on products and services alone is no longer enough to outstrip the competition.</b><br><br> In the current digital ecosystem consumers can instantly compare products prices and services with the touch of a button from the comfort of their home. Therefore every organization must now focus on their overall customer experience to achieve the tricky but imperative balance between efficiency and personalization.<br><br> In <b><i>The Power of Customer Experience</i></b> <b>Martin Newman</b> presents clear data that proves the direct link between customer-centricity with profit and shareholder value. Drawing on examples from well-known companies like JD Sports Delta Airlines Lego Selfridges BMW Hilton Deliveroo and Uber it analyses how organizations provide the most effective customer experience and reveals the strategies that have allowed them to succeed.<br><br> Featuring tips and tools throughout it will enable readers to understand the impact of customer centricity on some of the best known brands to gain invaluable insights that can be used to grow emerging brands and revitalize existing brands.</p>