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Books > Business & Economics > Business & management > Business strategy
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The Power of Customer Experience - How to Use Customer-centricity to Drive Sales and Profitability (Hardcover)
Loot Price: R2,064
Discovery Miles 20 640
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The Power of Customer Experience - How to Use Customer-centricity to Drive Sales and Profitability (Hardcover)
Expected to ship within 10 - 15 working days
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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.
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