Creating Customer
Experience
Experience
Creating Customer Experience is a guide on how to create and improve customer experience with digital technologies. It will help with understanding what they expect, put them at the centre of activities and then design and implement the experiences they will love.
We are all customers from time to time and, therefore, we are served by different companies. Some of them look after us better, others worse. We return more willingly to the former – those who correctly recognise our needs and care for our comfort, to the latter we return only when forced by higher necessity.
No wonder. After all, who likes to feel that they are just a wallet, a source of income which should keep quiet, nicely buy the goods or services offered, do not grumble? No one.
Unfortunately, consciously or unconsciously, many companies still act this way. If the problem lies in their unawareness of Customer Experience, it is high time to reach for our book and learn what it means to create customer experience and how to improve CX standards in the company.
When writing Creating Customer Experience, the authors have drawn on the experiences of many organisations, including the customers of Hycom, which emphasise relationships with product and service customers. It resulted in a practical book, full of ready-to-implement solutions that take CX in a company to a whole new level.
To write this book, authors used the methods described in it. They defined the problem during numerous meetings with potential customers and the business community: even though many people are interested in the subject of customer experience, the level of knowledge about it is very uneven, the nomenclature is quite inconsistent and many terms mean something different. Authors were were greatly inspired by the meeting with Alexander Osterwalder in Berlin in April 2019.
There that idea of this book was coined.
There that idea of this book was coined.
Alexander Osterwalder, Artur Urbański, Lucyna Dziewa, Berlin, April 2019
Color scheme
& typography
& typography
Layout concept: Krzysztof Turek
Illustrations: Miłosz Miśta
DTP: Robert Kołodziejczyk, Magdalena Sibera, Jakub Horna
Photo: Maciej Śliwiński
Volume: 240 pages
Format: 240x190 mm
Relase date: 2020-11-05
Language: Polish
ISBN: 978-83-283-6695-4
Illustrations: Miłosz Miśta
DTP: Robert Kołodziejczyk, Magdalena Sibera, Jakub Horna
Photo: Maciej Śliwiński
Volume: 240 pages
Format: 240x190 mm
Relase date: 2020-11-05
Language: Polish
ISBN: 978-83-283-6695-4
