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Publisher's Summary

Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail - the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back - and that sets you apart from the competition. You need to seize The Customer Experience Edge.

Drawing on over 60 years of experience in shaping customer-centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer-experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks - foundational and disruptive technologies. These are the authors’ main fields of expertise, and these are what make the customer experience profitable.

The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to:

  • Develop products and services that are highly valued by customers
  • Form bonds that keep clients from turning to competitors
  • Transform customers into your best advocates

It’s a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.

©2012 McGraw-Hill (P)2012 McGraw-Hill Education

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