Customer experience strategy in six acts
The book is divided sequentially into six parts or acts, that go over the process of creating memorable experiences in a logical manner: Problem, solution and implementation.
I. The unbearable indifference
The lack of differentiation has gotten companies in trouble. There’s indifference and little loyalty from customers.
II. Creating memorable experiences
Improving experiences and quality of service creates a difference that’s sustainable in time.
III. Get your house in order
Meet the minimum expectations. Surprising will not be very useful if the essentials don’t work.
IV. Surprise with small things
Once the basics have been covered, loving customers with small things will make you their choice.
V. Cultivate a customer-centric culture
Adjust processes, hire people with service attitude, train them and check consistency.
VI. Start loving your customers
Individual and corporate application to delight your customers: 100 ways to make your customers fall in love.