Digital-First Customer Experience

Seven Design Strategies from the World’s Leading Brands

Häftad, Engelska, 2023

Av Joe Wheeler, Joe, Wheeler

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WINNER: NYC Big Book Award 2024 - Sales & MarketingThe definitive guide to designing digital-first experiences customers love. In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale.

Produktinformation

Utgivningsdatum2023-07-03
Mått160 x 235 x 20 mm
Vikt500 g
FormatHäftad
SpråkEngelska
Antal sidor328
FörlagKogan Page Ltd
MedarbetareBliss,Jeanne
ISBN9781398612631

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Joe Wheeler is a bestselling author, speaker and consultant. He is the CEO of CX/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm. Before launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm's Customer Experience Consulting Practice.He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.

Chapter - 00: Introduction;Chapter - 01: PART 1: The new 3 C’SChapter - 02: PART 2: The 7 design strategiesChapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strongChapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagementChapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and controlChapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creationChapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaningChapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiencesChapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over costChapter - 10: The 7 design strategies summaryChapter - 11: PART 3: The playbookChapter - 12: Start by solving the right problemsChapter - 13: Build your business caseChapter - 14: The design processChapter - 15: Execute to scaleChapter - 16: EpilogueChapter - 17: APPENDIX: CX/digital maturity assessmentChapter - 18: APPENDIX 1: The CX/digital design accelerator