The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever

The customer experience revolution has begun and it is changing the way the best companies do business. In the new book, “The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever,” Jeofrey Bean and Sean Van Tyne describe the power of providing an extraordinary customer experience. Using examples from companies that understand CX (customer experience), they show how and why these companies are creating great experiences for their customers. From Apple, Amazon, Starbucks, and Intuit to smaller companies like LPL Financial, Square, and EMN8, you ll see how companies are achieving success with their focus on customer experience. Customer experience goes beyond branding, marketing, and customer service. It is more than products, features, and management. The book tells today s company what makes a business profitable in this new century. The twelve essentials for creating great customer experience cannot be ignored. Expectations among consumers have risen. You need to be part of the customer experience revolution or your company will be left behind.

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3 Responses to The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever

  1. ‘On wings of song…’ FINALLY a book has been written that takes a very solid look at the marketplace and why some business fail and other succeed beyond expectations. As authors Jeoffrey Bean and Sean Van Tyne have researched so carefully and bring us sound examples of their precis, customer service and satisfaction are at the top of the list when it comes to understanding why the popular companies are doing so well while other start up companies are directing their attention solely to product and paying little attention to service. They quote such luminaries as Jeff Bezos – ‘The reason I’m so obsessed with these drivers of the customer experience is that I believe that the success we have had over the past twelve years has been driven exclusively by that customer experience.’ And that, from the CEO of Amazon!The book could be a brief run through were it not for the fascinating histories it explores companies that have made it big because of their attention to the customer and that are included here are Starbucks (Surprise!). Apple, DoFors, Netflix, BMW Mini-Cooper, Betty Crocker!, and many more. The key to their success is listening to the customer, finding out what the customer wants, supplying that need and rewarding the customer for their patronage – both in the short term with ‘treats’ and the log term with value-added incentives. It is about understanding emotions, identifying with the person (not ‘consumer’ by name) who will seek to use the product, and in short, being the kind of friend and neighbor whom we, the buying public, trust and respect and emulate.The first thought that comes to mind after and during reading this book is ‘It’s about time’, but Bean and Van Tyne have done such solid investigation that the techniques that keep us loyal patrons are as eye-opening to us as they are to the companies who have adopted them. This is a feel good book and a major contribution to today’s marketing and PR platform. Grady Harp, February 12

  2. Spot On! I consider myself a reluctant shopper and a dedicated observer of how people interact with each other in commercial settings. With that interest in mind I founded a customer relations training company in 1996.When I read Jeofrey Bean and Sean Van Tyne’s book on the customer experience revolution, however, I felt I had struck gold! Finally someone has written a book that provides an accurate and precise description of the complex nature of effective interpersonal interactions in any business setting.

  3. Exellent This book is both concise and highly readable, the ideal source to provide to a superior when trying to sell the powers that be in your organization with the need for a concerted effort to focus more on customer satisfaction than merely counting numbers and cutting prices.This book is the perfect “Why to” book. I am hoping the authors will follow-up with a second book to provide the newly converted with a similar guide to assist in the “How to” aspects of implementing and maintaining a company program for customer satisfaction.

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