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CITATION

Soudagar, Reza; Iyer, Vinay; and Hildebrand, Volker. The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers. US: McGraw-Hill, 2011.

The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers

Authors: Reza Soudagar, Vinay Iyer and Volker Hildebrand

Published:  September 2011

eISBN: 9780071786966 0071786961 | ISBN: 9780071786973
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  • Contents
  • Foreword
  • Acknowledgments
  • Introduction
  • Part I: Customer Experience: The New Competitive Battleground
  • 1. Customer Experience in the “New Normal”
  • 2. The Four Essentials of a Profitable Customer Experience
  • Case Study: “Coop: Grocer Moves Shopping to the Palms of Customers’ Hands”
  • 3. B2B Customer Experience: Different Animal, Same Spots
  • Case Study: “Synopsys: Focus on Customer Success Yields Substantial Cost Savings for Synopsys”
  • Part II: Making It Happen
  • 4. Throwing Out the Old Playbook
  • Case Study: “Cardinal Health, Inc.: Cardinal Health Transforms Customer Experience with a Cross-Company Service System”
  • 5. The New Customer Experience Recipe
  • Case Study: “The LEGO Group: Through Engagement and Interaction, The LEGO Group Plays Well with Customers”
  • 6. A Fresh Look at the Top and Bottom Lines
  • Part III: Technology: The Core Ingredient
  • 7. The Underlying Foundation for the Customer Experience Edge
  • Case Study: “Colmobil: Customers, Not Cars, Now Drive Auto Importer’s Strategy”
  • 8. Adding Disruptive Technologies to Advance the Game
  • Case Study: “CEMEX: Cementing Customer Bonds”
  • 9. IT as the Catalyst of CE Transformation
  • Part IV: Sustaining The “Wow”
  • 10. Ten On-Ramps to the Customer Experience Freeway
  • 11. Measures of Success
  • 12. Emerging Economies: Exporting a Profitable Customer Experience
  • Case Study: “Akbank: The Customer Experience at Akbank Is Surpassed Only by the Turkish Bank’s Growth”
  • 13. The Future of Customer Experience
  • 14. Action Items for Achieving the Customer Experience Edge
  • Afterword: The Customer Experience Edge and SAP
  • Appendix A: Bloomberg Businessweek Research Services North American Survey on Customer Service Experience: Survey Questionnaire and Methodology
  • Appendix B: Bloomberg Businessweek Research Services Report on the Value of Global Integration: The Right Foundation for Growing Global
  • Notes
  • Bibliography
  • Resources
  • Index