Praise forThe Customer Experience Revolution"As a reluctant shopper and a dedicated observer of human behavior I have long had an interest in how people interact with each other in commercial settings. When I read Jeofrey Bean and Sean Van Tyne’s book, The Customer Experience Revolution, I felt I had struck gold! Finally someone has written a book that provides an accurate and precise description of the complex nature of effective interpersonal interactions in any business setting."
—Rose van Es, Ph.D., Customer Relations Training Institute, Windsor, Ontario, Canada. "Sean Van Tyne and Jeofrey Bean take a unique look at what activities have delivered outperformance for various customer centric businesses over the last decade. They also explore the missteps and the associated turnaround story of brands like Starbucks—that case study really helped illustrate the impact of a CX DRIVEN approach. I find myself often quoting the book in various conversations and I enjoy how the overarching themes can be applied successfully to nearly all-operating businesses, regardless of size or industry. One particular element that I remain keen on exploring further is how CX relates to the underlying financial success of public companies. In a vacuum, it occurs to me that if you were able to keep your finger on the pulse of a company with respect to CX, then that data point could be used as a forward looking financial indicator, and ultimately express itself through an appreciation or depreciation in stock price." —Mark Whatley, Amazon reviewer “The Customer Experience Revolution is a book that everyone who wants to succeed in business must read.”
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The Customer Experience Revolution
By Jeofrey Bean Sean Van Tyne Published by Brigantine Media Publication Date: January 2012 ISBN: 978-0-9826644-6-9 |