"This book is a great example of taking CX theory from the start of CX time to the practical delivery. The book is laid out well and is easy to use as reference point for various parts of CX strategy, with easy call outs of 'Takeaway's' making deciphering CX more actionable." -- Paul Richardson, Head of Design & Measurement Customer Experience, HSBC "This book is an exhaustive tool-kit to enable the Customer Experience practitioners and academicians to distill abstract thoughts & concepts of CEM into actionable insights. Keep this book on your desk for your customer's sake." -- Vivek Anand, Director, Customer Experience, General Motors
"The book is the best effort I've seen at showing how to build a comprehensive customer experience management roadmap that has the right level of guidance along with the necessary flexibility to help any organization build and/or improve their customer-facing competency." --Jason Bradshaw, Chief Customer Officer, Volkswagen Group
"An in-depth exploration of 'Customer Experience Management' paired with practical and key takeaways that will enable you to have a laser-like focus on developing and embedding your programmatic work." -- Tom Love, Head of Customer Experience, Dropbox
"A wonderful collection of relevant questions with sharp answers such that readers of all levels can easily take away crisp learnings." -- Hazim Ellialti, Former Board Member, Unilever & Founder, Ellialti Executive Consulting
"This book will give you customer experience management super powers. Tavsan and Erdem's thoughtful analysis and research coupled with their comprehensive model offers the most comprehensive roadmap for success I have ever seen." -- Robin Beers, PhD, Head of Customer Insights & Digital Experience Design, Wells Fargo
"A guide to understand, activate, and continually improve customer experiences for any business and any discipline. A superb outside-in approach to modern, holistic experience design for any business." -- Mike Derocher, Director, 3D Print Experience Design, Hewlett Packard
"Blending both academic depth and practical takeaways, 'Customer Experience Management' will serve as your guide to understanding what CX is and how you can create great CX at your company." -- Rick Denton, Director, Customer Experience and Program Management, Capital One
"A truly engaging book that takes you through the journey of customer experience management and clearly explains the methodologies you can apply/use to by bringing them to life." -- Ed Pugh, Customer Experience Designer, Vodafone Group Enterprise
We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. Today being brand is not a privilege any more, there are dozens of reliable brands almost in every industry. But still businesses need to differentiate and outperform the competition but how?
The concept of Customer Experience is the ideal solution for any company that wants to sustain differentiation, foster customer loyalty, and secure financial growth. By expertly managing the Customer Experience, you CAN warm the hearts of your customers, win their loyalty and outperform the competition in a fresh, unique way.
The eye-opening book from Dr. Erdem and Dr. Tavsan: Customer Experience Management: How to Design, Integrate, Measure and Lead breaks down exactly what Customer Experience is, and how to manage it through world-class methodologies. Anyone can start applying this step-by-step walk through immediately and, grow base of loyal customers and secure more financial growth.
Did you know? In 2017, in collaboration with Dr. Erdem, Dr. Tav an designed a ''Customer Experience Management'' curriculum as a Bologna-accredited graduate level course and became the pioneering academician lecturer on ''Customer Experience Management'' as a standalone course.
Nihat Tavsan, PhD After around a 20-year career as a marketing practitioner and executive, Dr. Nihat Tavsan earned an Executive MBA degree and based his Ph.D. thesis on his cutting-edge ''Customer Experience Management'' concept. He contributed to the creation of numerous corporate and business level ''macro to micro'' strategic plans and worked with companies to set them up. Dr. Tavsan has conducted a wealth of research studies on critical components of Customer Experience, such as Customer Retention, Segmentation, Brand Loyalty and Customer Satisfaction. His expertise in Consumer Behavior, Organizational Transformation and Data Science, as well as his development of advanced quantitative and qualitative methods, models and actionable deep algorithms related to Customer Experience Management.
Can Erdem, PhD
Dr. Y.Can Erdem, MBA and Ph.D., brings both knowledge and real-time experience to this book. Having participated in over 20 published studies, he has conducted corporate management seminars and taught Customer Relationship Management and Strategy courses. On the practical side, he was a General Manager at General Electric Tradanet A.S and a Sales/Marketing Manager at Fresenius AG for years.
