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
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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

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

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.

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