Customer Experience Innovation: How to Get a Lasting Market Edge

Companies that invest in successful Customer eXperience (CX) innovation stand out from the crowd and are rewarded by markets. This book outlines innovative processes for researching, conceiving, and developing CX innovations for both large and small companies, focusing on remaining apart from rivals and copycats. It provides a practical guide for managers with a background in line management, operations, marketing, finance, or customer service, with a simple framework and design thinking and creative problem-solving tools.

\n Format: Hardback
\n Length: 232 pages
\n Publication date: 13 August 2018
\n Publisher: Emerald Publishing Limited
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Companies that prioritize successful Customer eXperience (CX) innovation truly stand out from the competition. In today's dynamic markets, where it's rare for firms to venture into uncharted territory and even rarer for their innovations to gain customer acceptance, these companies are often rewarded with a competitive edge. Firms that excel in CX create a loyal customer base that not only pays more for their products and services but also actively refers them to others, resulting in free word-of-mouth marketing. This book delves into innovative processes used by both large and small companies to research, conceive, and develop innovations in the CX space. The key challenge lies in distinguishing oneself from the crowd of rivals and copycats, rather than simply understanding customer preferences. Written as a practical guide for managers with backgrounds in line management, operations, marketing, finance, or customer service, this book offers a simple yet comprehensive framework complemented by a wide array of design thinking and creative problem-solving tools. It begins by validating the investment in improving CX, providing valuable insights into competitive advantage, which is considered the most critical objective of strategic planning. By mastering the content of this book, business managers and owners can gain a hard-to-copy market advantage and drive their business growth.

\n Weight: 498g\n
Dimension: 234 x 165 x 20 (mm)\n
ISBN-13: 9781787547872\n \n