In my experience, Dummies series hasnt been a book which improves my interest in something new. Sometimes I am very lured by my favourite subjects only to be disappointed and confused with the piece meal information. with that in mind, I looked at the table of contents of 'Customer Experience' and found EFM (Enterprise Feedback Management) as something very interesting. For once, I awaited a Dummies book. Now I am even more pleasantly surprised with its very brainy approach to the whole customer experience thing.
The book has a very clear framework of having the customer experience in view of everyone, so there is accountability to customer feedback. Touchpoint and Customer journey map are the two major mantras. If you understand this much, your organisation will already be on the bright side of customers (i.e your NPS - Net performance score will be as that of a good company. Showing off lingo from the book). The customer journey map example in the book reminded me of Systemigrams I learnt in 'Systemic Thinking: Building Maps for Worlds of Systems'. so you can see how with the systems approach, you already get a one picture of the whole customer experience. And that view will be shared by all the employees. That visibility is the key to the betterment of customer experience.
There are many questions and points to assess your current customer feedback management and a process to redesign it so you listen to your customer grievances, respond to it in time with real-time monitoring and make them happy.
Stratex
