{"product_id":"the-customer-excellence-enterprise-a-playbook-for-creating-customers-for-life-hardcover","title":"The Customer Excellence Enterprise: A Playbook for Creating Customers for Life - Hardcover","description":"\u003cp\u003eby \u003cb\u003eWayne Simmons\u003c\/b\u003e (Author), \u003cb\u003eTom DeWitt\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eMake customer-centricity tangible, sustainable, and real by implementing structural and systemic changes to the DNA of your company.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eBusinesses need to do more than sell to customers--they need to help them live their best lives. This superior experience is what customers expect and deserve from companies and it's possible to deliver just that with the framework provided in \u003ci\u003eThe Customer Excellence Enterprise: A Playbook for Creating Customers for Life\u003c\/i\u003e. An enlightening and pragmatic guide, \u003ci\u003eThe Customer Excellence Enterprise\u003c\/i\u003e is for everyone who needs to elevate the customer experience to a fundamental revenue accelerator and value driver. With this fresh perspective on customer-centricity, companies can address the persistent disconnect between their customer-first claims and an often disappointing reality.\u003c\/p\u003e \u003cp\u003eWayne Simmons and Tom DeWitt are practitioners and professors of customer excellence. Wayne is a leader in customer excellence and customer experience management at Pfizer, the Fortune 50 global leader in health care and life sciences. Tom is the founder of CXM@MSU, an industry-facing entity designed to advance customer experience management thought and practice, and the founder and architect of North America's first master's degree in Customer Experience Management (CXM) at the Broad College of Business, Michigan State University.\u003c\/p\u003e \u003cp\u003eTogether, they expertly frame the complexities of consistently delivering a superior customer experience at enterprise and global scale and provide a compelling case for urgency for companies to take the journey to become a Customer Excellence Enterprise (CXE).\u003c\/p\u003e \u003cp\u003eOutlining the leadership, organizational, operational, and commercial facets essential for sustained success, \u003ci\u003eThe Customer Excellence Enterprise\u003c\/i\u003e is a comprehensive playbook for any company seeking to differentiate deeply from competitors and win preferred positions in the hearts and minds of today's discerning customers.\u003c\/p\u003e \u003cp\u003eWith insights into how companies can become structurally and systemically predisposed to deliver exceptional experiences, the authors draw on real-world practice and examples from customer experience \"outliers\"―companies renowned for consistently improving their customers' lives. Readers will also find: \u003c\/p\u003e \u003cul\u003e \u003cli\u003ePractical strategies for building a case for urgency and mobilizing all levels of the enterprise to deliver tangible results.\u003c\/li\u003e \u003cli\u003eWinning methods to build deep emotional connections that lead to lifelong customer relationships.\u003c\/li\u003e \u003cli\u003eInsights into the habits and ways of working from customer experience industry outliers.\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003ci\u003eThe Customer Excellence Enterprise: A Playbook for Creating Customers for Life\u003c\/i\u003e is a must-have for the boards of directors, C-Suite executives, line of business leaders and managers, marketers, sales teams, product leaders, human resources, customer experience, operations and other customer-facing professionals tasked with answering pressing questions like, Why are exceptional customer experiences still so rare? and If customers are truly the most valuable of corporate assets, why are they consistently being treated so poorly? This book serves as an invaluable tool and urgent call to action for anyone committed to elevating how customers are viewed, treated, and valued--the keys to creating customers for life.\u003c\/p\u003e\u003ch3\u003eFront Jacket\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eMake customer-centricity tangible, sustainable, and real by implementing structural and systemic changes to the DNA of your company. \u003c\/p\u003e\u003cp\u003eBusinesses need to do more than sell to customers--they need to help them live their best lives. This superior experience is what customers expect and deserve from companies and it's possible to deliver just that with the framework provided in \u003ci\u003eThe Customer Excellence Enterprise: A Playbook for Creating Customers for Life\u003c\/i\u003e. \u003c\/p\u003e\u003cp\u003eOutlining the leadership, organizational, operational, and commercial facets essential for sustained success, this book serves as a comprehensive playbook for any company seeking to differentiate deeply from competitors and win preferred positions in the hearts and minds of today's discerning customers. \u003c\/p\u003e\u003cp\u003eWith insights into how companies can become structurally and systemically predisposed to deliver exceptional experiences, the authors draw on real-world practice and examples from customer experience \"outliers\"--companies renowned for consistently improving their customers' lives. Readers will also find: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003e Practical strategies for building a case for urgency and mobilizing all levels of the enterprise to deliver tangible results\u003c\/li\u003e\n\u003cli\u003e Winning methods to build deep emotional connections that lead to lifelong customer relationships\u003c\/li\u003e\n\u003cli\u003e Insights into the habits and ways of working from customer experience industry outliers\u003c\/li\u003e\n\u003c\/ul\u003e \u003cp\u003e\u003ci\u003eThe Customer Excellence Enterprise\u003c\/i\u003e is a must-have for boards of directors, C-Suite executives, line of business leaders and managers, marketers, sales teams, product leaders, human resources, customer experience, operations teams and everyone in a customer-facing role that is tasked with answering pressing questions like: Why are exceptional customer experiences still so rare? If customers are truly the most valuable of corporate assets, why are they consistently being treated so poorly? \u003c\/p\u003e\u003cp\u003eThis book serves as an invaluable tool and urgent call to action for anyone committed to elevating how customers are viewed, treated, and valued--the keys to creating outsized financial performance and customers for life.\u003c\/p\u003e\u003ch3\u003eBack Jacket\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003ePraise for THE Customer Excellence ENTERPRISE\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003e\"More than a book; it's a compass for organizations navigating today's interconnected marketplace with authenticity and purpose. A practical guide for leaders committed to restoring humanity and integrity in customer relationships.\"\u003cbr\u003e\u003cb\u003e-- BRADLEY KRUGER, \u003c\/b\u003e Enterprise VP Patient Experience, Volunteer \u0026amp; Guest Services, Advocate Health \u003c\/p\u003e\u003cp\u003e\"Simmons and DeWitt remind us that customer experience is about building lifetime relationships with customers to enhance their lives. This essential playbook provides leaders with actionable strategies for delivering customer experience to help sustain the organizational shift to customer centricity.\" \u003cbr\u003e\u003cb\u003e-- TONYA WEBSTER, \u003c\/b\u003eNew York State, Chief Customer Experience Officer \u003c\/p\u003e\u003cp\u003e\"A must-read and offers a compelling view on why customer-centric enterprises will win and deliver superior business results. This is where the B2B world is heading, be prepared!\"\u003cbr\u003e\u003cb\u003e--RICCARDO PORTA, \u003c\/b\u003e Global Director for CX, DOW \u003c\/p\u003e\u003cp\u003e\"Simmons and DeWitt lay out many of the principles that anyone serving a customer would be wise to read and rightly call for a relentless focus on customer-centricity for leaders everywhere.\" \u003cbr\u003e\u003cb\u003e-- TRACEY BROWN, \u003c\/b\u003eExecutive Vice President and President of Walgreens Retail and Chief Customer Officer \u003c\/p\u003e\u003cp\u003e\"Really brings to life the importance of an organization placing the customer at the heart of its strategy and decision-making. With proven linkage between business performance and customer experience this is a strong read for any senior executive.\"\u003cbr\u003e\u003cb\u003e--BEN LLEWELLYN, \u003c\/b\u003eGlobal CEO Customer Experience, Ipsos\u003c\/p\u003e\u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 288\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 1.1 x 9.1 x 6.1 IN\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e October 22, 2024\u003c\/div\u003e","brand":"Books by splitShops","offers":[{"title":"Default Title","offer_id":51773740744992,"sku":"9781394253685","price":28.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0974\/9764\/5344\/files\/77b47d0fc848913062d8b1dc49074e95_df9acb27-d2b2-4f16-a941-73b49072d377.webp?v=1780431709","url":"https:\/\/ebocreations.com\/products\/the-customer-excellence-enterprise-a-playbook-for-creating-customers-for-life-hardcover","provider":"The E-Book Oasis LLC","version":"1.0","type":"link"}