by Mark Fithian (Author), Jeff Rosenberg (Author)
A strategic guide to embedding customer experience into all aspects of your business.
For decades, a fundamental flaw has flourished in the strategic operating model of the modern corporation--a Great Distancing from the needs and expectations of customers.
For some, such as Blockbuster, AOL, and Kodak, this flaw has been disastrous. Meanwhile, those that have woven the customer deeply into their culture have prospered--with increased revenues and more fulfilled employees.
In The CX Imperative, Strategic CX experts Mark Fithian and Jeff Rosenberg reveal five critical practices for changing customer centricity from a presentation-layer pursuit to a core value:
- Developing empathy-based Insights about customers
- Devising a Strategy to focus and align efforts
- Drawing up Blueprints for creating winning experiences with intention
- Creating an effective CX Operating Model
- Maintaining a Culture of customer centricity
This strategic approach to CX is essential for companies to cut through the complexity of today's operating environment and meet their customers' needs for the benefit of all stakeholders.