Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences

by Eric Berridge, Marc Benioff (Foreword)

Optimize the customer experience via the cloud to gain a powerful competitive advantage Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC report shows that it accounts for less than three percent of total IT spending; why are so many companies neglecting such an enormous asset? This book provides a high-level overview of how the cloud can give you a competitive advantage. You'll learn how to integrate cloud technology into sound customer experience strategy to achieve unprecedented levels of success. More than just a state-of-the-field assessment, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization. You'll examine the many factors that influence the customer experience, and emerge with the insight to fine-tune your approach using the power of the cloud.

What kind of advantage is your company leaving on the table? This book guides you through the key drivers of customer success to help you optimize your approach and leverage the future of global technology.

Learn the keys to competitive advantage in the digital era Gain insight into each element that affects customer experience Harness the power of the cloud to achieve customer success Follow a prescriptive framework for optimizing customer experience We are in the golden age of IT innovation, but the majority of companies haven't even adopted cloud technology, much less begun to utilize its full business capabilities. Jump into the gap now, and reap the benefits as other struggle to catch up. Customer Obsessed gives you the guidance you need to achieve sustainable success in today's digital world.

Genres: Business, Nonfiction

259 pages, Kindle Edition

Published September 13, 2016

Reviews

[Pat of Rocks · Rating 3 out of 5]

Easy to read, written in the form of a personal conversation, and will provide relevant observations and strategies for how to center a business or organization around the customer. I can easily admit to finding this book useful, but it's also overloaded and redundant. It could easily 100 pages without losing the core message. There's not a whole lot of truly "innovative" ideas here - these will all sound like obvious common sense - but it's well organized and an accessible reference book.

My personal favorite section was multimedia and marketing, as it's an area I rarely consider in the big picture of customer satisfaction.

You will get a lot of Salesforce and BlueWolf propaganda and hyping, moreso than I'd prefer, but they are good models for doing a lot of things right and constantly improving itself to stay relevant to their customers.

[Luis Burgos · Rating 3 out of 5]

good real life examples on how to apply various principles related to holistic marketing and how to keep customers engaged. Sometimes these examples can be confused by some type of advertising or promotion of the author's business (or former business), but that's probably inevitable if he's trying to make a point with his own experience.