Swinscoe: How to Wow_p

By Adrian Swinscoe

Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business.

Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you'll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more.

Don't let your business fall behind, look inside and take your customer experience to the next level.

"Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth."

Keith Lewis, COO, Matchtech Group plc

"At last - a book that provides practical ways of delivering the superior experience that today's customers demand."

Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica


These 68 ideas aren t effortless. Not at all. They re effortful. They take work and

it s worth it. Worth it because your lazy competitors are just standing by waiting

for you to make a difference.

Seth Godin, Author, The Icarus Deception

"An engaging, lively, andintensely practical guide to help put customer experience at

the very centre of your business."

Nick Chater, Professor of Behavioural Science, Warwick Business School and Co-Founder Decision Technology Ltd

"Truly lives up to its title. Packed with powerful, effective easy to

implement tips that will transform your business into a genuine customer

service champion."

Dee Blick, FCIM Chartered Marketer and #1 bestselling marketing author

"I love the way this book challenges management fads and lazy thinking and puts

people at the heart of making businesses great."

Guy Letts, Founder & CEO, CustomerSure

"Full of practical ideas that show you how to transform your business by standing

in your customer's shoes. Adrian has given us a road map, now we need to act on


Bernadette Jiwa, Brand Story Strategist and Bestselling Author

Adrian writes in a highly accessible and conversational manner that draws the

reader in. The book has a clear focus on what it takes to deeply understand and

continuously improve the customer journey experience. Ideas are well presented

as being both challenging as well as opportunities to drive customer satisfaction.

The How to Use and Insight in Action sections are highly practical and this

encourages the reader to take away ideas and apply them to real life situations. A

handbook to dip in to for inspiration, it also is a potent reminder of just how

important the small things as much as the big strategic initiatives .

Beverly Landais, FCMI FCIM, Marketing and Business Development Director, Saunderson House - Wealth Management

"Finally! Adrian Swinscoe delivers a book jam packed with 68 actionable concepts

to increase both the customer experienceandthe employee experience. Beyond

just theory, this book will benefit any business leader who wants to move the

needle on customer service."

Kevin Kruse, New York Times bestselling author ofEmployee Engagement 2.0

As the informed and connected realm heightens every business challenge to win

and sustain customer share of mind, mastering customer experience emerges as

the key lever.How to Wowoffers a compendium of techniques deeply grounded

in today s digital context. Consider culling a selection to fit your constituency or

better yet, synthesizing the whole into a timeless fabric that forms the core of

success for any endeavor.

Charlie Peters, Senior Executive Vice President, Emerson

Essential and powerful insights for everyone who aspires to map out and

enhance the customer journey and drive growth

Keith Lewis, COO, Matchtech Group plc



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Price: $27.99/ea

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About the Paperback

Publisher Not available
Publish date 02/10/2017
Pages 264
ISBN-13 9781292116891
ISBN-10 1292116897
Language English

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