The Customer Excellence Enterprise: A Playbook for Creating Customers for Life
Language: English
Published by Wiley, 2024
- Hardcover
- New
Seller: Books Puddle, New York, NY, U.S.A.Books Puddle
AbeBooks seller since November 22, 2018
Item description from seller
Seller Inventory # 26400696896
- Title
- The Customer Excellence Enterprise: A Playbook for Creating Customers for Life
- Author
- Simmons, Wayne; DeWitt, Tom
- Publisher
- Wiley
- Publication year
- 2024
- Condition
- New
- Binding
- Hardcover
- Language
- English
- ISBN 10
- 1394253680
- ISBN 13
- 9781394253685
Make customer-centricity tangible, sustainable, and real by implementing structural and systemic changes to the DNA of your company.
Businesses 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 The Customer Excellence Enterprise: A Playbook for Creating Customers for Life. An enlightening and pragmatic guide, The Customer Excellence Enterprise 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.
Wayne 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.
Together, 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).
Outlining the leadership, organizational, operational, and commercial facets essential for sustained success, The Customer Excellence Enterprise 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.
With 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:
- Practical strategies for building a case for urgency and mobilizing all levels of the enterprise to deliver tangible results.
- Winning methods to build deep emotional connections that lead to lifelong customer relationships.
- Insights into the habits and ways of working from customer experience industry outliers.
The Customer Excellence Enterprise: A Playbook for Creating Customers for Life 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.
"Synopsis" may belong to another edition of this title.
About the Author
WAYNE 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.
Learn more at CXEDNA.com
"About the title" may belong to another edition of this title.
Books Puddle
New York, NY, U.S.A.
AbeBooks seller since November 22, 2018
Shipping rates within U.S.A.
| Item | 12 to 19 business days | 12 to 14 business days |
|---|---|---|
| First item | £ 2.92 | £ 5.12 |
Payment methods
Store description
Specialty
South Asian and South East Asian Culture, Religion, Art etcSeller's business information
PLETOS INC
6931 51st Avenue, WOODSIDE
Woodside, NY U.S.A. 11377
Terms of sale
We accept return for those books which are received damamged. Though we take appropriate care in packaing to avoid such situation.
Right of withdrawal
If you are a consumer you can withdraw from the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.
Information regarding the right of withdrawal
Statutory right to withdraw
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good or the last lot or piece.
To exercise the right of withdrawal, electronically fill in and submit a clear statement on our website, under "My Purchases" in "My Account". We will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to withdraw from this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to Books Puddle, New York, New York, U.S.A., without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- The delivery of newspapers, journals or magazines with the exception of subscription contracts; and
- The supply of digital content which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not withdraw once delivery had started.