5 Steps to Customer Centricity: The Path to Well Informed Customer Experience Decisions

Use the ePUB version to read the book using on all notable tablet devices like the iPad, Playbook and Nook.

Summary: Companies are no longer in the business of selling products and services – they are selling experiences. Most decision makers in medium and large size companies however are far removed from their customers. In the 5 Steps to Customer Centricity, award-winning Customer Experience professional Koert Breebaart takes us through a unique framework for enterprises to realize customer value in a limited timeframe. The book provides us, the Customer Champions, with a balanced understanding of the most important aspects of Customer Experience Management, a practical guide to set companywide customer targets and examples, illustrations and war stories from different industries on how the concepts are applied.