Jeofrey Bean, Fleet Management Weekly columnist and co-author, with Sean Van Tyne, of the best-selling book The Customer Experience Revolution, has penned a new book, Customer Experience Rules! Cleverly illustrated by master animator Steve Hickner, it brings a lighthearted spin to the subject of customer experience.
Customer experience is so central to the success of business today that everyone in the company, starting with the CEO and moving out to every employee, must embrace the concept and understand how to do it.
Some of the rules recommend using research to develop the best customer experience: “Study how your customers want to buy” (Rule 8) and “Test the out-of-box experience” (Rule 20). Others suggest tactics to engage customers: “Know social media” (Rule 50) and “Discover the influencers”(Rule 32). The rules cover customer experience specifics such as creating personas to understand your customers and developing customer journey maps.
Order your copy of Customer Experience Rules!
