100 Practical Ways to Improve Customer Experience

Chapter - 00: Introduction; Chapter - 01: Put the customer first: if you don't, someone else will; Chapter - 02: Marketplaces and disruptors are eating your lunch (taking your market share); Chapter - 03: Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial services; Chapter - 04: How to be disruptive in your own business; Chapter - 05: The role of the store and its new footprint; Chapter - 06: We live in a hyper-local world where mobile is key; Chapter - 07: Organizational design to put the customer first; Chapter - 08: Cultural change - must be top down and bottom up; Chapter - 09: Less about corporate, more about social responsibility; Chapter - 10: Retail as a service; Chapter - 11: Winning the hearts and minds of customers in international markets; Chapter - 12: Customer-centric marketing communications; Chapter - 13: A new framework for the marketing mix: the Customer Mix or 6Ws; Chapter - 14: Strategic social media and its importance to the whole organization; Chapter - 15: The impact of AI, augmented virtual reality, machine learning and voice on customer experience; Chapter - 16: The rise of the 'ations' in driving differentiation; Chapter - 17: Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management; Chapter - 18: So where do you start to transform your business?; Chapter - 19: 100 practical ways to improve customer experience;