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Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business.
Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more.
Don’t let your business fall behind, look inside and take your customer experience to the next level.
�
“Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth.”
Keith Lewis, COO, Matchtech Group plc
“At last – a book that provides practical ways of delivering the superior experience that today’s customers demand.”
Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica
- Sales Rank: #297134 in Books
- Published on: 2016-07-28
- Original language: English
- Dimensions: 8.50" h x .80" w x 5.40" l, .71 pounds
- Binding: Paperback
- 264 pages
Review
Some of the many endorsements that this book has received:
"These 68 ideas aren't effortless. Not at all. They're effortful. They take work and it's worth it. Worth it because your lazy competitors are just standing by waiting for you to make a difference."
Seth Godin, Author, The Icarus Deception
"An engaging, lively, and intensely practical guide to help put customer experience at the very centre of your business."
Nick Chater, Professor of Behavioural Science, Warwick Business School and Co-Founder Decision Technology Ltd
'Truly lives up to its title. Packed with powerful, effective easy to implement tips that will transform your business into a genuine customer service champion.'
Dee Blick, FCIM Chartered Marketer and #1 bestselling marketing author
"I love the way this book challenges management fads and lazy thinking and puts people at the heart of making businesses great."
Guy Letts, Founder & CEO, CustomerSure
"Full of practical ideas that show you how to transform your business by standing in your customer's shoes. Adrian has given us a road map, now we need to act on it."
Bernadette Jiwa, Brand Story Strategist and Bestselling Author
"Swinscoe offers practical, easy-to-implement tips on how to attract, engage and keep customers happy. Well worth reading."
Steve Abernethy, Executive Chairman and Co-Founder, SquareTrade
'Finally! Adrian Swinscoe delivers a book jam packed with 68 actionable concepts to increase both the customer experience and the employee experience. Beyond just theory, this book will benefit any business leader who wants to move the needle on customer service.'
Kevin Kruse, New York Times bestselling author of Employee Engagement 2.0
"If you're looking to improve your customer experience, then there are 68 good reasons for you to read this book. With insights, tips and best next steps, this book ensures you will never be short of actions to drive up your customer satisfaction scores."
Neil Davey, Editor, MyCustomer.com
'How to Wow simplifies the complexities of customer service into fundamental principles. Adrian's practical ideas can be easily implemented and will improve any business.'
Carey Smith, Founder and Chief Big Ass of Big Ass Fans
"Wish I'd had this book when I was starting my business! Invaluable guidance and so easy to access. Love the 'How to use it' section"
John Newton, Founder and Managing Director, The Ecology Consultancy
'We live in a world that is driven by the way interactions make us feel.� Companies quickly learn that redesigning customer outcomes are not easy - Adrian Swinscoe has written a definitive guide to the re-invention of customer experience.'
Stewart M. Bloom, Chief Executive Officer, Aspect Software
"A 'go to' book for practical ideas for improving customer experience"
Rob Brown, Director Customer Advocacy, Telstra
"This is the only reference on customer experience use cases you will need to own. It is the fruition of the most in depth, ongoing collection of insights from the best practioners across the world. If you like to know all your bases are covered, this is the book to prioritise over all others."
Martin Hill-Wilson, Customer Strategist, Brainfood Consulting
'I have enjoyed "How to Wow" in a way that I have not many others on the subject of customer experience. Adrian manages to coordinate the stories in such a logical way to lead the reader through the journey. An excellent read and a personal guide for anyone wanted to transform their organisation regardless of size.'
Damian Thompson, Director of Distribution, Principality Building Society
"A great book crammed with simply articulated and well referenced insights, ideas and questions that will help anyone looking to improve their customer experience"
Ryan Cheyne, People Director, Rentalcars.com
“These 68 ideas aren’t effortless. Not at all. They’re effortful. They take work and
it’s worth it. Worth it because your lazy competitors are just standing by waiting
for you to make a difference.”
Seth Godin, Author, The Icarus Deception
�
"An engaging, lively, and�intensely practical guide to help put customer experience at
the very centre of your business."
Nick Chater, Professor of Behavioural Science, Warwick Business School and Co-Founder Decision Technology Ltd
�
"Truly lives up to its title. Packed with powerful, effective easy to
implement tips that will transform your business into a genuine customer
service champion."
Dee Blick, FCIM Chartered Marketer and #1 bestselling marketing author
�
"I love the way this book challenges management fads and lazy thinking and puts
people at the heart of making businesses great."
Guy Letts, Founder & CEO, CustomerSure
�
"Full of practical ideas that show you how to transform your business by standing
in your customer's shoes. Adrian has given us a road map, now we need to act on
it."
Bernadette Jiwa, Brand Story Strategist and Bestselling Author
�
“Adrian writes in a highly accessible and conversational manner that draws the
reader in. The book has a clear focus on what it takes to deeply understand and
continuously improve the customer journey experience. Ideas are well presented
as being both challenging as well as opportunities to drive customer satisfaction.
The ‘How to Use’ and ‘Insight in Action’ sections are highly practical and this
encourages the reader to take away ideas and apply them to real life situations. A
handbook to dip in to for inspiration, it also is a potent reminder of just how
important the small things as much as the big strategic initiatives”. �
Beverly Landais, FCMI FCIM, Marketing and Business Development Director, Saunderson House - Wealth Management
�
"Finally! Adrian Swinscoe delivers a book jam packed with 68 actionable concepts
to increase both the customer experience�and�the employee experience. Beyond
just theory, this book will benefit any business leader who wants to move the
needle on customer service."
Kevin Kruse, New York Times bestselling author of�Employee Engagement 2.0
�
“As the informed and connected realm heightens every business’ challenge to win
and sustain customer share of mind, mastering customer experience emerges as
the key lever.�How to Wow�offers a compendium of techniques deeply grounded
in today’s digital context. Consider culling a selection to fit your constituency or
better yet, synthesizing the whole into a timeless fabric that forms the core of
success for any endeavor.”
Charlie Peters, Senior Executive Vice President, Emerson
�
“Essential and powerful insights for everyone who aspires to map out and
enhance the customer journey and drive growth”
Keith Lewis, COO, Matchtech Group plc
From the Back Cover
FRONT COVER
�
"If all you do isget one great idea from a book, the payoff is exponential. Well, hereare 68 ideas that can help any company amaze their customers."
Shep Hyken,�New York Times�bestselling author of�The Amazement Revolution
�
�
BACK COVER
�
Looking to improve your customer experience? These 68 strategies will show youhow to stand out from your competitors, whatever your business.
Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience.
Covering both the customer and business side of the equation, you'lllearn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more.
Don't let your business fall behind, look inside and take your customer experience to the next level.
�
"Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth."
Keith Lewis, COO, Matchtech Group plc
"At last - a book that provides practical ways of delivering the superior experience that today's customers demand."
Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica
About the Author
Adrian Swinscoe is a customer experience consultant and advisor, and has been growing and developing customer-focused large and small businesses for 20 years. He has previously worked with Shell, FT, The Economist Group and Mowlem, as well as consulting with hundreds of smaller businesses to help them engage with their customers, build their customer retention and improve service.
Most helpful customer reviews
1 of 1 people found the following review helpful.
"Wow" is right!
By Annette Franz
"Wow" is right! Very rarely do you come across a book like this! Not only does Adrian write about 68 ways to create a great customer experience, he tells you why and how. These 68 ways are not easy, but that's OK; if they were easy, everyone would be using them. You want to be different? Then you need to read, absorb, and, most importantly, act on what he's written in this book. Guaranteed your customers - and, ultimately, your business - will be much better off. And your customers will tell their friends all about it!
1 of 1 people found the following review helpful.
68 Actionable Customer Service Ideals
By Chris Edmonds
Adrian's book helps you build a customer-centric culture that thrives! His 68 nuggets of customer service ideals will change the way you do business.
Adrian presents actionable, practical concepts with relevant examples, stories, and research.
Highly recommended!
1 of 1 people found the following review helpful.
A book packed with powerful insights
By Professor Jochen Wirtz
"How to Wow" is a highly practical book full of insights. And it is a fun, interesting and easy read. I can highly recommend it to anyone who is in charge of designing, training and managing customer experiences.
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