Lean CX (ePub)
In recent years, many companies have realised customer experience (CX) is the new marketing battle ground. Substantial investments have been made to map customer journeys, identify pain points and improve CX to try and create cut-through. Using real...
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In recent years, many companies have realised customer experience (CX) is the new marketing battle ground. Substantial investments have been made to map customer journeys, identify pain points and improve CX to try and create cut-through. Using real world applications to introduce next generation design tools based on proven concepts from strategy, marketing, psychology and creative problem solving, Lean CX: How to Differentiate at Low Cost and Least Risk discusses how to use Lean Management approaches to innovate your customer experience.
This practical book describes how the tools from Lean Management can be applied to the CX innovation problem. The authors draw on hundreds of CX design and strategic innovation projects across a range of industries, both B2B and B2C, from primary research through client work and secondary case studies available in the public domain. The examples include many different vertical industry sectors, including those involving hybrid business models. The cases included share what worked really well and where CX failed. The content goes beyond what actually happened to present an idea of what might be possible with the right design approach and committed resources.
Presents the swarm algorithm which highlights what the next generation of successful organisations might become.
Shows how to overcome the CX change risk and reduce the biggest waste in CX management.
Includes numerous international case examples.
Dr Bill Russell started out working in B2B and B2C sales, and now teaches innovation and marketing on the world's #1 MBA for sustainability - while juggling research, consulting, and writing. Some highlights have included five years working in motorsport, a stint as a sales director with Hallmark, and leading the international expansion of Emerald Publishing. He is a boundary spanner, bringing together diverse thinkers to see the world differently. An advocate of the Jobs-to-be-Done approach, he builds CX centred value propositions through researching the social, emotional and functional challenges of users and customers.
Cyrus Allen has been advising large corporates and government owned entities for 10 years on customer strategy and experience innovation. He has led and/or worked on nearly 200 projects across some 100 clients. Cyrus' deep interest in customer experience innovation emerged from his earlier years in product and brand marketing with organisations including Ericsson, Sony Ericsson, Telstra and ANZ. He wears the scars of having designed and deployed experience innovation and customer-centric change programs with pride. Those scars are what lends Cyrus a pragmatic view to customer experience innovation, and what helps him drive real change with clients.
George Bej has successfully implemented customer focused programs that have led to revenue
- Autoren: Robert Dew , Bill Russell , Cyrus Allen , George Bej
- 2021, 1. Auflage, 238 Seiten, Englisch
- Verlag: Walter de Gruyter
- ISBN-10: 3110684020
- ISBN-13: 9783110684025
- Erscheinungsdatum: 06.04.2021
Abhängig von Bildschirmgröße und eingestellter Schriftgröße kann die Seitenzahl auf Ihrem Lesegerät variieren.
- Dateiformat: ePub
- Größe: 3.13 MB
- Ohne Kopierschutz
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