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The Digital-First Customer Experience: Seven Design Strategies from the World’s Leading Brands
The definitive guide to designing and delivering experiences that will exceed consumer expectations in the digital market place.
In a digital first world, most companies have a lot of choice about how to get their product in front of their customers. Whether selling a service or a physical merchandise, an effective zero-touch customer experience needs to be an aspiration. But organizations are confounded by the convergence of technologies, the emergence of a new breed of competitors and a culture change brought about by shifts in where people live, work and how they pay.
In this book, customer experience expert, Joe Wheeler, provides a definitive guide to designing and delivering experiences that will exceed consumer expectations in the digital market place. Drawing on examples of what good looks like, from companies diverse as Spotify, NIKE, Amazon, Starbucks and insurance disruptor, Lemonade, The Digital Customer Experience Playbook introduces seven essential strategies for designing and delivering a digital-first strategy that customers will love.
In a digital first world, most companies have a lot of choice about how to get their product in front of their customers. Whether selling a service or a physical merchandise, an effective zero-touch customer experience needs to be an aspiration. But organizations are confounded by the convergence of technologies, the emergence of a new breed of competitors and a culture change brought about by shifts in where people live, work and how they pay.
In this book, customer experience expert, Joe Wheeler, provides a definitive guide to designing and delivering experiences that will exceed consumer expectations in the digital market place. Drawing on examples of what good looks like, from companies diverse as Spotify, NIKE, Amazon, Starbucks and insurance disruptor, Lemonade, The Digital Customer Experience Playbook introduces seven essential strategies for designing and delivering a digital-first strategy that customers will love.
323 pages, Kindle Edition
Published July 3, 2023
3 people are currently reading
17 people want to read
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Displaying 1 of 1 review
September 14, 2023
Joe’s book is compelling, detailed without being boring and walks you through real world case studies. The case study detail is pretty wow! He doesn’t skate over the customer stories, he drills down into detail, and you really get inside and understand the strategies. He has also chosen companies from different verticals, which again brings the strategies to life.
This is Joe’s 3 book and is structured in 3 parts
1. The new 3Cs – Convergence, competition and Culture
2. 7 design strategies
a. Achieve emotional peaks across channels
b. Create a personalization flywheel to grow customer engagement
c. Strengthen customer commitment by providing choice and control
d. Foster ownership through customer community and co-creation
e. Inspire rituals that create shared meaning
f. Empower customers through immersive experiences
g. Link digital assets to leverage value over cost
3. The final four chapters are the playbook
a. How to demonstrate ROI (return on investment) on CX (customer experience)
b. Solving problems that really matter
c. Building a business case
d. How do you look at customers to add value
This is Joe’s 3 book and is structured in 3 parts
1. The new 3Cs – Convergence, competition and Culture
2. 7 design strategies
a. Achieve emotional peaks across channels
b. Create a personalization flywheel to grow customer engagement
c. Strengthen customer commitment by providing choice and control
d. Foster ownership through customer community and co-creation
e. Inspire rituals that create shared meaning
f. Empower customers through immersive experiences
g. Link digital assets to leverage value over cost
3. The final four chapters are the playbook
a. How to demonstrate ROI (return on investment) on CX (customer experience)
b. Solving problems that really matter
c. Building a business case
d. How do you look at customers to add value
Displaying 1 of 1 review