Customer Experience Excellence: The Six Pillars of Growth by Knight, Tim
Customer Experience Excellence: The Six Pillars of Growth by Knight, Tim

Customer Experience Excellence: The Six Pillars of Growth

Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this...
$95.14 AUD
$95.14 AUD
SKU: 9781398600997
Product Type: Books
Please hurry! Only 492 left in stock
Author: Tim Knight
Format: Paperback
Language: English
Subtotal: $95.14
Customer Experience Excellence: The Six Pillars of Growth by Knight, Tim

Customer Experience Excellence: The Six Pillars of Growth

$95.14
Customer Experience Excellence: The Six Pillars of Growth by Knight, Tim

Customer Experience Excellence: The Six Pillars of Growth

$95.14
Author: Tim Knight
Format: Paperback
Language: English
Description

Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement.

Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver.

However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results.

Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.

Author: Tim Knight, David Conway
Publisher: Kogan Page
Published: 08/31/2021
Pages: 272
Binding Type: Paperback
Weight: 0.84lbs
Size: 9.21h x 6.14w x 0.73d
ISBN: 9781398600997

About the Author

Tim Knight is a partner with KPMG, based in the UK. He runs KPMG Nunwood, an insight, analytics and customer experience business. He chairs the Customer Experience Excellence Centre, the world's largest CX think tank. He has a background in customer experience, strategy and analytics built up in Europe, North America and APAC.

David Conway is Senior Associate Director with KPMG and co-manages KPMG's Customer Experience practice, based in the UK. He is a former board director of N&P Building Society, Liverpool Victoria Group and The Co-operative Bank, where he delivered world-class experiences to 6.5 million customer and led the design and launch of the group's Smile brand.
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