How to Design a Great Customer Experience, by Fred Wiersema, is another business short title from FT Press.
Book Description
Business strategist and New York Times bestselling author Fred Wiersema presents his latest insights and advice on achieving customer intimacy in a series of new, practical, digital-only guides. This one focuses on what every leader should know about creating great customer experiences.
Fred Wiersema is coauthor, with Michael Treacy, of the highly acclaimed business book, The Discipline of Market Leaders. It introduced the concepts of customer intimacy and operational excellence.
Companies everywhere struggle to provide a superior customer experience. Their leaders, often certain that they are doing a fine job, have yet to identify and overcome the specific obstacles that stand in the way. Here's how to fill the gap once and for all and put your company on track to deliver a superior customer experience.