The Customer Experience Book: How to design, measure and improve customer experience in your business

i really enjoyed this book. i have read many CX books and for me this is one of the best operational CX books.It is a perfect mid-level book. what i mean by mid-level is that it is neither over simplified nor overly complex academic book.it is extremely well structured and clear. for me, by far the best description, creation of and implementation of customer journey mapping i have read.You time is not wasted reading the same stories about Disney or Ritz Carltonthis is not a book for those looking for thought leadership on CX

an important book where in a didactic way it teaches us about the importance of providing the best experience to our clients to ensure the survival of our businesses and differentiate ourselves in a sustainable way from our competition

La verdad deja mucho que desear y los ejemplos son limitados. No es siquiera una introducción a CX

I’ve have the pleasure of knowing and working with Alan for a number of years, and I’ve seen the practical application of numerous principles Alan name-checks in this book.Alan has been there, done it, got the t-shirt and now he’s written the book for practitioners. What distinguishes this book from the many others is its practicality and pragmatism. Alan knows how to keep things simple and always keep the focus on action. For example, his mantra of 10 small changes that lead to 100, then 1000, and the ‘so what’ challenge he applies to customer metrics.A great primer, then for practitioners, around the practicalities of introducing and sustaining real change in the customer experience. This is a book not to read and put on the shelf, but a book to keep by your side and use as you work through your own CX challenges.

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