The Experience-Centric Organization: How to Win Through Customer Experience

by Simon David Clatworthy

Is your organization prepared for the next paradigm of customer experience, or will you be left behind? This practical book will make you a winner in a market driven by experience, enabling you to develop desirable offerings and standout service to attract loyal customers. Author Simon Clatworthy shows you how to transform your organization into one that aligns your customers’ experiential journey with platforms, organizational structures, and strategic alliances. Rather than treat customer experience as an add-on to product and service design, you’ll discover how experience-centricity can drive the whole organization.

Genres: Design, Business

266 pages, Paperback

Published August 20, 2019

Reviews

[Dmitry]

1. Вся книга сводится к важности качественного сервиса. Слишком банально и поверхностно.
2. Суть всей книги (цитата ниже):

1 . The whole book boils down to the importance of quality service. Too trite and superficial.
2. The gist of the whole book:

Now, using the meal example again, let’s dive down a bit into one of the first stages of your experiential meal journey: choosing a place to eat. Touchpoints here could be friends who recommend a place, an ad, a sign, an expert review online, an app ranking, or simply a return to your favorite place. Booking might involve a telephone, a website, an app, or physically walking into the restaurant. Jump to arriving at the restaurant, and there are multiple touchpoints, from the exterior of the place (you ever judge a place by its exterior? I do), the interior, the person who meets you, their clothing, what they say, how they say it. I could go on, but you get the idea. The customer experience comes from a multitude of interactions with touchpoints along the experiential journey, and you cannot control the order or ways in which they are used.
What is key here is that touchpoints are the only way the customer can experience your product or service, so you should choose and design them to fulfill the experiential promise. This doesn’t mean that the touchpoints are the most important part of your organization (though they might be), but it does mean that you have to get them right to be able to give the right experience.

[Daria Shilo · Rating 4 out of 5]

How Can Experience-Centricity Drive the Organization?

In the book "The Experience-Centric Organization: How to Win Through Customer Experience" by Simon Clatworthy, learn how to transform your organization to align customers' experiential journey with platforms, structures, and strategic alliances.
  
Discover the five transformation steps and become a winner in the experience-driven market. Read the review here: https://senteo.net/general-business/t...