Tesco
Customer Experience Excellence
Book

Customer Experience Excellence

Six Strategies to Deliver Exceptional Growth in 90 Days

David Conway and Tim Knight
Kogan Page, 2021

Read or listen offline

  • 0.5×
  • 0.75×
  • 1×
  • 1.25×
  • 1.5×
  • 1.75×
1×

Editorial Rating

7

Qualities

  • Analytical
  • Applicable
  • Concrete Examples

Recommendation

Organizational life spans are compressing, global uncertainty is rampant and consumer attention spans are dwindling. To thrive, businesses must place customers at the forefront of all they do, write David Conway and Tim Knight. The pair urge you to nurture a company culture that supports the entwined experiences of your employees and customers, and to embrace servant leadership. The authors share a 90-day strategy to help you create change, transform your business and become more agile.

Take-Aways

  • Understand your customers to succeed amid global uncertainty.
  • Consider five key factors when assessing targeted consumers and their networks.
  • Your employee and customer experiences interconnect.

About the Authors

David Conway is the chief strategy officer at Nunwood and former board director of The Co-operative Bank, N&P Building Society and Liverpool Victoria. Tim Knight is a partner at KPMG.

Comment on this summary or 开始讨论