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Customer Experience Strategy

A complete framework for those committed to deploying customer experience.

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Customer Experience has penetrated the mainstream corporate agenda. Customer Experience Strategy will provide a complete strategic and operational framework for organizations and individuals committed to deploying customer experience. The book has been gleaned from years of designing and implementing customer experience strategies at organizations worldwide.

Featuring success stories from Ritz Carlton Hotels, Zappos, E.ON, Thomson Reuters, ProCure, Wal-Mart, Harrah’s Entertainment, Banco Popular, Virgin, Honeywell, HSBC, Home Depot, USAA, Timberland, Four Seasons Hotels, Yelp.com, Sony, Hyundai, Kellogg’s and many more.