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

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9780982664469: The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever
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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

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About the Author:

Jeofrey Bean is the founder and Principal of Del Mar Research and Consulting. He is a sought after speaker and insightful advisor to companies wanting to increase the certainty and effectiveness of new opportunities and their business decisions. Jeof is an expert in building valuable differentiation with marketing, product development and customer experience leadership and is known for making the seemingly complex easy to understand. Sean Van Tyne is the User Experience Director at FICO, where he provides leadership for teams across the US, Europe, and Asia. Prior to FICO, Sean worked in the User Experience field at LPL Financial and at Mitchell International, and Medibuy. Sean has consulted with companies such as Oracle, Hewlett Packard, Nokia, Kodak, and more, identifying new market segments, developing product and service strategies, and providing the vision for experience design.

Review:

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 --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

We ve all heard about great companies like Starbucks, Apple, and Intuit, and we enjoy great experiences with them every day. However, few of us can truly articulate what it is that each of these experiences does for us, much less how we might replicate the experience in our own companies. The Customer Experience Revolution provides us with a great framework of understanding those experiences. It is a mustread for leaders who want to drive great customer experiences within their own organizations. --Steve Albee, Senior Vice President, Union Bank

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Book Description Raphel Marketing., United States, 2012. Paperback. Condition: New. Language: English . Brand New Book. 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. Seller Inventory # AAS9780982664469

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Book Description Raphel Marketing., United States, 2012. Paperback. Condition: New. Language: English . Brand New Book. 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. Seller Inventory # AAS9780982664469

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Book Description Paperback. Condition: New. 161 pages. The Customer Experience Revolution has starteda shift in dynamic that has changed the customer-business relationship forever. Beyond branding, beyond customer service, beyond product usabilityit is the complete customer experience that determines business success. The Customer Experience Revolution looks at some of the leading CX companies today: Apple, Amazon, Starbucks, and Intuit, along with others large and small. The book shows how these companies have profited from a clear focus on creating and delivering exceptional customer experience. Research from independent firms makes it clear that customer experience is the new currency of business. This book gives the principles of creating great customer experience and shows how any company canand shouldbe part of The Customer Experience Revolution. This item ships from multiple locations. Your book may arrive from Roseburg,OR, La Vergne,TN. Paperback. Seller Inventory # 9780982664469

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