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

Bean, Jeofrey; Tyne, Sean Van

Softcover

ISBN 10: 098266446X ISBN 13: 9780982664469

Publisher: Raphel Marketing, Incorporated, 2011

Synopsis

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 FinancialCompanies 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

About this title

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.

Edition details

• Publisher: Raphel Marketing, Incorporated
• Publication date: 2011
• Language: English
• ISBN 10: 098266446X
• ISBN 13: 9780982664469
• Binding: Paperback
• Edition number: 1
• Number of pages: 160