Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service
By John A. Goodman

Head: (5 out of 5)
Heart: (3 out of 5)
Leadership Applicability: (4 out of 5)

A top notch customer experience relies on more than providing great customer service. Customer experience management involves the entire company, setting and managing customer expectations from end-to-end and removing barriers along the way.  Companies also need to be able to quantify their customer experience strategy because as the author likes to cite, if you cannot measure it, you cannot manage it.  This book addresses all of this and more.

The content of Customer Experience 3.0 delivers a framework and strategies for creating a successful end-to-end customer experience:

1. Meet reasonable customer expectations the first time and warn of product limitations.
2. Make communication channels effortless for customers who want help.
3. Empower employees to handle customer service issues and allow them to emotionally connect.
4. Build a full lifecycle Voice of the Customer (VOC) process, with financial analysis.

This book is based on decades of research by the author, John A. Goodman, one of the original pioneers of the customer experience industry. This practical guide addresses many service, marketing and technology myths and offers tips on using the best tools available to enhance the customer experience. Leaders interested in understanding how to create a successful end-to-end customer experience that can be measured and quantified will want to read this book.   Buy it now.