The Power of Customer Experience

How to Use Customer-Centricity to Drive Sales and Profitability
1. Auflage 2021
ISBN: 978-1-78966-789-9
Verlag: Kogan Page

Buch, Englisch, 264 Seiten, Format (B × H): 165 mm x 237 mm, Gewicht: 651 g

Having a customer-centric business model has evolved from being a nice-to-have to a must-have for any organization. A focus on products and services alone is no longer enough to outstrip the competition. In the current digital ecosystem, consumers can instantly compare products, prices and services with the touch of a button from the comfort of their home. Therefore, every organization must now focus on their overall customer experience to achieve the tricky but imperative balance between efficiency and personalization. In The Power of Customer Experience, Martin Newman presents clear data that proves the direct link between customer-centricity with profit and shareholder value. Drawing on examples from well-known companies like JD Sports, Delta Airlines, Lego, Selfridges, BMW, Hilton, Deliveroo and Uber, it analyses how organizations provide the most effective customer experience, and reveals the strategies that have allowed them to succeed. Featuring tips and tools throughout, it will enable readers to understand the impact of customer centricity on some of the best known brands, to gain invaluable insights that can be used to grow emerging brands and revitalize existing brands.

Autoren/Hrsg.

Newman, Martin

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Vertrieb
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing
• Wirtschaftswissenschaften Betriebswirtschaft Management Strategisches Management
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management E-Commerce, E-Business, E-Marketing

Inhaltsverzeichnis

• Section - 00: Introduction
• Section - 01: The fundamental building blocks for sustainable commercial success;
• Section - 02: Buy less, eat better, experience more;
• Section - 03: The fallen - The brands that have sadly bitten the dust and why;
• Section - 04: The resurrected;
• Section - 05: Brands that have stood the test of time and why;
• Section - 06: Customer-centricity – it all adds up;
• Section - 07: Employee-first - The first building block in driving customer-centric transformation;
• Section - 08: Purpose before profit - The shift from value to values;
• Section - 09: Diversity and inclusion - On the outside and the inside;
• Section - 10: Commercially successful disruptive business models in consumer sectors;
• Section - 11: If you were starting a retail business today, what would it look like?;
• Section - 12: To infinity and beyond - What makes a successful bank, airline and car dealer in the 2020s?;
• Section - 13: We all gravitate towards social people - The same can be said of brands;
• Section - 14: Generation Z will show us the way;
• Section - 15: The road map to customer-centricity;
• Section - 16: Index

Über Autor(innen)

Newman, Martin
Martin Newman based in London, UK, is founder of Customer Service Action and The Customer First Group. Known as the Consumer Champion, he is a force for positive change for both consumers and brands and appears regularly on BBC TV and Radio, Sky, ITV, Channel 5, LBC, The Times, FT and more, to discuss consumer issues relating to the retail, travel, casual dining, automotive and financial services sectors.
Amongst his many accolades, Martin has featured in Retail Week's top 50 eTail Power List for five years in a row, has been named in the Retail Insiders top 100 Retail Movers & Shakers list for several years consecutively and the British Vogue Online Fashion 100.

Martin has leveraged his 37 years of experience working in consumer sectors heading up the multichannel operations of some of the world's leading brands including Burberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods and Ted Baker to author the bestselling 100 Practical Ways to Improve Customer Experience (which was shortlisted for the Business Book of the Year Awards 2019) and his new book, The Power of Customer Experience.

A successful entrepreneur, following his career in the consumer sector, he founded and scaled a global ecommerce and digital consultancy, Practicology, to 100 people with offices across the UK, EU, Middle East and Asia, and subsequently sold in 2018 to the US company Pattern.

Today, he is a Non-Executive Chairman of the Scout Store, Chairman of the advisory board for Mayborn Group, a board advisor to Clearpay, a Trustee of In Kind Direct and a member of the prestigious KPMG IPSOS Retail Think Tank.

Martin Newman has over 35 years' experience in marketing, digital, CEO and Chairman roles working with major brands including Harrods, Burberry, Pentland Brands and Intersport. Based in the UK, he serves as a Chairman and Board Advisor to a host of well-known brands, and is the founder of The Customer First Group and Customer Service Action. A renowned thought-leader, he has been named by Retail Week as one of the 50 most powerful people in online retail for 5 consecutive years, and listed in the Retail Insiders top 100 Retail Movers & Shakers and the British Vogue Online Fashion 100. He is the author of The Power of Customer Experience (also published by Kogan Page). He is also the co-author of 100 Practical Ways to Improve Customer Experience, which was shortlisted in the Business Book Awards 2019.