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

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

ISBN 10: 0578089106 / ISBN 13: 9780578089102

Published by Andrew Reise Consulting, 2011

About this Item

Print on Demand.

Seller Inventory # I-9780578089102

Bibliographic Details

• Title: The Customer Experience Fiasco: Learning from the Misguided Adventures of a Customer Experience Executive
• Publisher: Andrew Reise Consulting
• Publication Date: 2011
• Language: English
• ISBN 10: 0578089106
• ISBN 13: 9780578089102
• Binding: Soft cover
• Condition: New

About this title

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 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.