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Summary

Your customers are your future.  

Smartphones, social media, and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards, and reshaping your business with customer experience (CX) at its heart.   

From services to products, online to in-person, small-scale to multinational, your customers' loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.   

Transform Customer Experience offers real-life insights into effective strategies for developing and implementing customer experience (CX) programs in a range of corporate, governmental, and nonprofit environments.

©2019 John Wiley & Sons Australia, Ltd (P)2019 Gildan Media, LLC

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it's ok recount covered in other books

If this is going to be the only book or one of a few you read around the topic of CX, why not. What mean I is, much of this book seems to recount work covered by other books with an occasional anecdote from her own experience. So as a standalone book, it won't bother you hearing the same stories and ideas which are more deeply covered in other books. in this case its a basic CX book which is ok and a pleasant enough listen. On the otherhand if you have read a number of the mainstream books on CX you are going to find this book rather frustrating.
If you want to hear something new in terms of approach or ideas from a thought leader, then give it a miss.