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

by Eric Berridge

MP3 CD Format GET AHEAD OF THE CUSTOMER EXPERIENCE CURVE Companies who define success through business outcomes and put customers at the center of their business realize sustainable, continuous growth. Customer experience is a key driver of technical innovation and business success—Customer Obsessed teaches companies how to leverage it across all levels of their organizations to sustain competitive advantage in the digital era. Customer Obsessed looks at customer experience with an eye toward business transformation, providing high-level insight into each business element that affects that experience. It offers more than outward-facing prescriptive actions, providing a whole company approach to redefine what it means to be customer-focused and achieve higher levels of success. See how some of today's biggest brands translate data into customer moments, design systems to recognize opportunities to interact, and keep everyone on the same page to deliver personalized experiences. The framework inside gives you all you need to create a customer-obsessed culture where you Prioritize people over technology to connect with employees, partners, and customers on a more powerful level Access every critical metric in your business from your phone, from anywhere in the world, through a simple dashboard Reach into the cloud and see customer sentiment, know how customers found your brand, and predict what will keep them engaged Lead with transparency to earn respect and support from your team and clarify executive decision making Create exceptional customer experiences with insights from a CEO who's been on the forefront of the cloud revolution and business transformation for 15 years. Through practical advice and real-world examples, Customer Obsessed provides a comprehensive road map to help you build a better, more innovative business.

Genres: Business, Nonfiction

1 pages, Audio CD

Published March 1, 2021

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.