The Experience-Centric Organization: How to Win Through Customer Experience

Is your organization prepared for the next paradigm of customer experience, or will you be left behind? This practical book will make you a winner in a market driven by experience, enabling you to develop desirable offerings and standout service to attract loyal customers.Author Simon Clatworthy shows you how to transform your organization into one that aligns your customers’ experiential journey with platforms, organizational structures, and strategic alliances. Rather than treat customer experience as an add-on to product and service design, you’ll discover how experience-centricity can drive the whole organization.Learn the five steps necessary to transform into an experience-centric organizationExplore the underlying structure needed to design and deliver memorable experiencesUnderstand how customers and clients experience products and servicesDevelop experiential DNA as an extension of your brand DNABe proactive by translating cultural trends into experiences