Customer Empathy: A radical intervention in customer experience management and design by Allwood, Alex
Customer Empathy: A radical intervention in customer experience management and design by Allwood, Alex

Customer Empathy: A radical intervention in customer experience management and design

Start leveraging the most under-utilised and powerful human resource in business today--Customer Empathy.Global performance reports show that...
$64.69 AUD
$64.69 AUD
SKU: 9781925921656
Product Type: Books
Please hurry! Only 609 left in stock
Author: Alex Allwood
Format: Paperback
Language: English
Subtotal: $64.69
Customer Empathy: A radical intervention in customer experience management and design by Allwood, Alex

Customer Empathy: A radical intervention in customer experience management and design

$64.69
Customer Empathy: A radical intervention in customer experience management and design by Allwood, Alex

Customer Empathy: A radical intervention in customer experience management and design

$64.69
Author: Alex Allwood
Format: Paperback
Language: English
Description

Start leveraging the most under-utilised and powerful human resource in business today--Customer Empathy.

Global performance reports show that current customer experience (CX) practices are failing organisations and their customers. Promised returns of enhanced customer value, competitive differentiation and CX as a driver of sustainable growth are not being fully realised--at best, there is only incremental gain for most organisations. As it stands, customer experience management and design is overdue for radical intervention.

Two time author and leading authority on Customer Experience, Alex Allwood asks why, with so many organisations investing vast amounts of energy and effort into customer experience excellence, is there at best, only incremental gain? How might we change the status quo to benefit customers, employees and businesses?

Customer Empathy is a powerful human resource for positively impacting customer experience excellence that until now has been largely overlooked. Alex Allwood outlines her framework, methods and tools to switch on and scale customer empathy to solve the common customer experience management problems of low organisational commitment, poor alignment of cross-functional teams, and competing agendas and priorities.

Customer empathy helps leaders and employees to see the customer's world differently. Doubling down on CX practices by switching on customer empathy to create deeper understanding, more meaningful connection, align and unite teams and enrich decision making to benefit customers, employees and the business.



Author: Alex Allwood
Publisher: All Work Together Pty Ltd
Published: 11/11/2019
Pages: 152
Binding Type: Paperback
Weight: 0.45lbs
Size: 7.81h x 5.06w x 0.41d
ISBN: 9781925921656

About the Author
Allwood, Alex: - Alex Allwood is a leading authority on Customer Experience; Customer Empathy is her second book. As founder and Principal Consultant of the customer experience management consultancy, All Work Together, Alex works with organisations to connect customer and culture; empowering leaders and employee teams to work together to enhance customer value and drive customer-centric growth. Alex also teaches people in business how to develop and strengthen customer empathy skills to improve their customer experience capabilities.

This title is not returnable
Shipping & Return

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Review