The Customer Experience Fiasco: Learning from the Misguided Adventures of a Customer Experience Executive - Softcover

Arthur, Dan; Carrigan, Tim; Consulting, Andrew Reise; Hilgers, Josh; Lewandowski, Jeff; Mattox, Andy

Softcover

ISBN 10: 0578089106 ISBN 13: 9780578089102

Publisher: Andrew Reise Consulting, 2011

Synopsis

In The Customer Experience Fiasco, experts from Andrew Reise provide an engaging and instructive fable that unravels the mystique and complexity of customer experience strategy. When CEO Randall Phillips is caught off guard by a customer’s YouTube-video during a television interview, he swears to fix it – and fast. Dana Chase, a rising star in the organization, is tapped to fix the fiasco as quickly as possible. This enthralling fable follows Dana’s trials and tribulations as she tries to save the company and her career.

About this title

From the Author:

A few of us at Andrew Reise finished this book around June of 2011. Specializing in Customer Experience Strategy and Implementation we have had countless interactions with business leaders who said they have read great books about the future of Customer Experience or about a nice approach to creating a customer journey map. Then, they are quick to say "That stuff makes a great read, but now what?"
 
We have heard this message loud and clear.  Like going to Home Depot, most of us can buy the best blueprint to build a house and we can buy all the materials, but unless we also find a great general contractor to actually execute on these plans we will never see that house built.

So, we wanted to create a business fable surrounding Customer Experience that would resonate with business leaders across any industry. It presents not only a proven strategy, but also tactical steps to accomplish your Customer Experience goals along with how to avoid common pitfalls along the way. It's an easy read and we hope you will find it enjoyable with practical lessons for your business.

About the Author:

Jeff works with Fortune 500 clients helping them to define and execute upon corporate strategies and operations. He has more than 15 years of successful experience in customer experience, call center operations, customer relationship management (CRM), and overall business operations.
Jeff is currently a Sr. Partner and EVP with Andrew Reise Consulting. During his career, he has started and operated three companies. Insight to his thinking can be found in his life motto, "Live life with a stubborn resolve to refuse the status quo in all things and experience every wonder from your own lens rather than by models previously conceived." He is married with two boys.
The team of authors who wrote the Customer Experience Fiasco were inspired after reading Patrick Lencioni's book called "Getting Naked". In Lencioni's book, his firm so closely parallels Andrew Reise that the leaders decided to write their book in a similar fashion to their author and consulting hero, Mr. Lencioni.

About this edition

• Publisher: Andrew Reise Consulting
• Publication date: 2011
• ISBN 10: 0578089106
• ISBN 13: 9780578089102
• Binding: Paperback
• Number of pages: 150