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Eat Your Own Lunch: The B2B Client Experience Handbook
Edition en anglais
9,99 €
E-book - ePub
Résumé
Eat Your Own Lunch is written by nlightencx CEO Nathalie Schooling and Director Brendon Bairstow-Klopper. Along with two decades of research, this manual outlines their expertise in CX strategy development, training, customer journey mapping, and experience redesign in a how-to fashion."It's not a Band-aid or a marketing project. Great CX has to become part of the very fabric and DNA of your business." As the leading CX experts in South Africa, nlightencx's team transforms insights and data into strategies that lower risk, take advantage of cross and up-selling opportunities, secure loyalty, and foster growth.
This enables businesses to enhance CX based on a solid, "no-nonsense" strategy that gets to the heart of consumer habits and perceptions. When most people think of innovation, they think of technology or large-scale improvements that take time and resources to implement. Without dismissing the role of technology and digital as enablers of CX, the book highlights small incremental changes that can be implemented quickly and have a large impact on the overall experience. For businesses looking to bridge the gap between doing business and growing meaningful human connections that attract investors, the methods in Eat Your Own Lunch will aid you in taking your first step.
The handbook's easy-to-read format ensures that everyone can use the insight and understanding, not just those in client-facing roles.
This enables businesses to enhance CX based on a solid, "no-nonsense" strategy that gets to the heart of consumer habits and perceptions. When most people think of innovation, they think of technology or large-scale improvements that take time and resources to implement. Without dismissing the role of technology and digital as enablers of CX, the book highlights small incremental changes that can be implemented quickly and have a large impact on the overall experience. For businesses looking to bridge the gap between doing business and growing meaningful human connections that attract investors, the methods in Eat Your Own Lunch will aid you in taking your first step.
The handbook's easy-to-read format ensures that everyone can use the insight and understanding, not just those in client-facing roles.
Fiche technique
- Date de parution : 25/11/2022
- Editeur : WMG Publishing
- ISBN : 8215378878
- EAN : 9798215378878
- Format : ePub
- Caractéristiques du format ePub
- Protection num. : pas de protection
À propos des auteurs
Nathalie is an experienced customer service strategist, trainer, and improvement specialist with more than 25 years experience in the customer service and experience industry. She founded nlightencx in 2005, which she has grown into a multiple award-winning customer experience company, recognised as one of South Africa's leading CX enterprises. Her extensive experience in the South African corporate environment translates into a unique understanding of the challenges facing modern businesses and the increasingly competitive environment in which they have to operate - which allows her to apply proven customer service principles to help them overcome those challenges.
In 2020, Nathalie was recognised as a top 150 global thought leader by the International Customer Experience Management Platform, Survey Sensum. In 2021, she was selected as one of the top Global CX influencers to follow by the international publication, The Awards Magazine, and was also featured in the CX Hall of Fame. Brendon Bairstow-Klopper has more than 18 years experience across a number of customer service fields.
His vast and diverse cross-sector background affords him an in-depth understanding of the expectations of clients and consumers. Brendon's strong strategic abilities and keen business insights give him the ability to convert theoretical knowledge into practical execution with successful outcomes. With a laser focus on the interventions needed to improve upon a customer experience, Brendon's sought-after expertise has successfully been translated into actionable strategies for various global clients."My favourite thing about CX is that when done right, it's constantly pushing you as a company to be better, to do more, and to be held accountable for the promise you make to your clients.
I'm also a creative, and I love coming up with very specific ideas and tailored solutions for our clients. It's not a -one-size-fits-all fix, and that's what makes what we do so specialised and dynamic."
In 2020, Nathalie was recognised as a top 150 global thought leader by the International Customer Experience Management Platform, Survey Sensum. In 2021, she was selected as one of the top Global CX influencers to follow by the international publication, The Awards Magazine, and was also featured in the CX Hall of Fame. Brendon Bairstow-Klopper has more than 18 years experience across a number of customer service fields.
His vast and diverse cross-sector background affords him an in-depth understanding of the expectations of clients and consumers. Brendon's strong strategic abilities and keen business insights give him the ability to convert theoretical knowledge into practical execution with successful outcomes. With a laser focus on the interventions needed to improve upon a customer experience, Brendon's sought-after expertise has successfully been translated into actionable strategies for various global clients."My favourite thing about CX is that when done right, it's constantly pushing you as a company to be better, to do more, and to be held accountable for the promise you make to your clients.
I'm also a creative, and I love coming up with very specific ideas and tailored solutions for our clients. It's not a -one-size-fits-all fix, and that's what makes what we do so specialised and dynamic."
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