Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences

GET AHEAD OF THE CUSTOMER EXPERIENCE CURVE

Companies who define success through business outcomes and put customers at the center of their business realize sustainable, continuous growth. Customer experience is a key driver of technical innovation and business success Customer Obsessed teaches companies how to leverage it across all levels of their organizations to sustain competitive advantage in the digital era.

Customer Obsessed looks at customer experience with an eye toward business transformation, providing high–level insight into each business element that affects that experience. It offers more than outward–facing prescriptive actions, providing a whole company approach to redefine what it means to be customer–focused and achieve higher levels of success.

See how some of today′s biggest brands translate data into customer moments, design systems to recognize opportunities to interact, and keep everyone on the same page to deliver personalized experiences.

The framework inside gives you all you need to create a customer–obsessed culture where you can:

Prioritize people over technology to connect with employees, partners, and customers on a more powerful level Access every critical metric in your business from your phone, from anywhere in the world, through a simple dashboard Reach into the cloud and see customer sentiment, know how customers found your brand, and predict what will keep them engaged Lead with transparency to earn respect and support from your team and clarify executive decision making

Create exceptional customer experiences with insights from a CEO who′s been on the forefront of the cloud revolution and business transformation for 15 years. Through practical advice and real–world examples, Customer Obsessed provides a comprehensive road map to help you build a better, more innovative business.

Foreword
Marc Benioff

Preface

Introduction

Chapter 1 Disruption And Business Success

Chapter 2 People Drive Change, Technology Enables

Chapter 3 Why Social Matters to Every Business

Chapter 4 Rethinking Employee Engagement

Chapter 5 Customer Engagement Defined

Chapter 6 How to Win the Talent War

Chapter 7 Gender Diversity Isn t A Plus, It s a Business Imperative

Chapter 8 Right Time, Right Moment, Right Channel

Chapter 9 Turning Data Into Action

Chapter 10 How Good Design Creates Seamless Experiences

Chapter 11 Digital Marketing: Standing Out In The Sea Of Sameness

Chapter 12 Final Thoughts

Notes

Index

ERIC BERRIDGE is the CEO of Bluewolf, an IBM Company, the leading global consulting agency for the cloud. As CEO, he drives the strategic direction of the firm, working with his executives and their teams to deliver extraordinary customer moments. He has more than 20 years of experience working with clients to improve business processes through enterprise technology solutions. He is a coauthor of Iterate or Die.