The Customer Experience Fiasco : Navigating the Pitfalls of a Customer Experience Strategy

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. The path she eventually finds and follows is Andrew Reise's proven methodology for developing a winning customer experience strategy.

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.