The Digital-First Customer Experience
Seven Design Strategies from the World's Leading Brands
1st Edition
Published on 3. July 2023
328 pages
978-1-3986-1265-5 (ISBN)
Description
WINNER: NYC Big Book Award 2024 - Sales & Marketing
SEMI-FINALIST: Leonard L. Berry Marketing Book Award 2024
The definitive guide to designing digital-first experiences customers love.
In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon.
Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale.
SEMI-FINALIST: Leonard L. Berry Marketing Book Award 2024
The definitive guide to designing digital-first experiences customers love.
In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon.
Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale.
More details
Language
English
Place of publication
London
United Kingdom
Target group
College/higher education
Professional and scholarly
Edition type
New edition
File size
4,12 MB
ISBN-13
978-1-3986-1265-5 (9781398612655)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
Joe Wheeler
The Digital-First Customer Experience
Seven Design Strategies from the World's Leading Brands
Book
07/2023
1st Edition
Kogan Page Ltd
€118.50
Shipment within 10-20 days
Joe Wheeler
The Digital-First Customer Experience
Seven Design Strategies from the World's Leading Brands
Book
07/2023
1st Edition
Kogan Page Ltd
€41.70
Shipment within 10-20 days
Persons
Joe Wheeler is a bestselling author, speaker and consultant. He is the CEO of CX/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm. Before launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm's Customer Experience Consulting Practice.
He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.
He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.
Content
Chapter - 00: Introduction; Chapter - 01: PART 1: The new 3 C'S Chapter - 02: PART 2: The 7 design strategies Chapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong Chapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement Chapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control Chapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creation Chapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning Chapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiences Chapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost Chapter - 10: The 7 design strategies summary Chapter - 11: PART 3: The playbook Chapter - 12: Start by solving the right problems Chapter - 13: Build your business case Chapter - 14: The design process Chapter - 15: Execute to scale Chapter - 16: Epilogue Chapter - 17: APPENDIX: CX/digital maturity assessment Chapter - 18: APPENDIX 1: The CX/digital design accelerator
