Customer Understanding: Three Ways to Put the Customer" in Customer Experience (and at the Heart of Your Business)" (Franz Annette)(Paperback)

Struggling to ensure that the customer is at the center of all your business does?

This book is your guide to putting the "customer" in customer experience.

Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn't they think that? When they focus on growth, those customer acquisition numbers are pretty sweet, but they don't tell the real story.

Prioritizing customer retention is critical. But you can't just throw technology at it, give it some lip service, and call it a day. Retention is hard work You've got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you've got to use that understanding to design an experience that helps customers achieve their goals. That's the key to putting the customer in customer
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