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The Digital-First Customer Experience: Seven Design Strategies from the World’s Leading Brands
The 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.
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.
328 pages, Paperback
Published July 25, 2023
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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