The Customer Excellence Enterprise: A Playbook for Creating Customers for Life
Wayne Simmons · Tom DeWitt
Oct 2024 · Gildan Media · Narrated by Terrence Kidd
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8 hr 46 min
Unabridged
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About this audiobook
Businesses need to do more than sell to customers—they need to help them live their best lives. This superior experience is what customers expect and deserve from companies, and it's possible to deliver just that with the framework provided in The Customer Excellence Enterprise: A Playbook for Creating Customers for Life. An enlightening and pragmatic guide, The Customer Excellence Enterprise is for everyone who needs to elevate the customer experience to a fundamental revenue accelerator and value driver.
Outlining the leadership, organizational, operational, and commercial facets essential for sustained success, The Customer Excellence Enterprise is a comprehensive playbook for any company seeking to differentiate deeply from competitors and win preferred positions in the hearts and minds of today's discerning customers.
In this guide, the authors draw on real-world practice and examples from customer experience "outliers"—companies renowned for consistently improving their customers' lives. Listeners will also find practical strategies for building a case for urgency and mobilizing all levels of the enterprise to deliver tangible results; winning methods to build deep emotional connections that lead to lifelong customer relationships; and insights into the habits and ways of working from customer experience industry outliers.
Outlining the leadership, organizational, operational, and commercial facets essential for sustained success, The Customer Excellence Enterprise is a comprehensive playbook for any company seeking to differentiate deeply from competitors and win preferred positions in the hearts and minds of today's discerning customers.
In this guide, the authors draw on real-world practice and examples from customer experience "outliers"—companies renowned for consistently improving their customers' lives. Listeners will also find practical strategies for building a case for urgency and mobilizing all levels of the enterprise to deliver tangible results; winning methods to build deep emotional connections that lead to lifelong customer relationships; and insights into the habits and ways of working from customer experience industry outliers.
About the author
Wayne Simmons is a customer excellence and customer experience leader within the Chief Marketing Office of Pfizer, where he is responsible for crafting and executing the company's global customer experience management strategy. He resides in the New York City metropolitan area.
Tom DeWitt, PhD, is the founder and director of CXM@MSU, an industry-facing entity based in the Broad College of Business at Michigan State University. He is also the founder and architect of North America's first master's degree program in customer experience management.
A seasoned playwright, Terrence Kidd uses his skill as a storyteller to bring life to any genre. He loves narrating nonfiction best, but Terry's engaged, informed, and warm tone illuminates everything from potboiler crime thrillers to romance. A longtime bartender, Terry now narrates from his home studio in Massachusetts.
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