000 03129nam a22002417a 4500
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020 _a9781398612631
082 _a658.827
_bWHE
100 _aWheeler, Joe
_919823
245 _aThe digital-first customer experience:
_bseven design strategies from the world's leading brands
260 _bKogan Page
_aLondon
_c2023
300 _axxvi, 297 p.
365 _aUSD
_b34.99
500 _aTable of content: Chapter - 00: Introduction; Chapter - 01: PART 1: The new 3 C’S Chapter - 02: PART 2: The 7 design strategies Chapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong Chapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement Chapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control Chapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creation Chapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning Chapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiences Chapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost Chapter - 10: The 7 design strategies summary Chapter - 11: PART 3: The playbook Chapter - 12: Start by solving the right problems Chapter - 13: Build your business case Chapter - 14: The design process Chapter - 15: Execute to scale Chapter - 16: Epilogue Chapter - 17: APPENDIX: CX/digital maturity assessment Chapter - 18: APPENDIX 1: The CX/digital design accelerator [https://www.koganpage.com/marketing-communications/the-digital-first-customer-experience-9781398612631#contentgroupsection-toc]
520 _aWINNER: NYC Big Book Award 2024 - Sales & Marketing The definitive guide to designing digital-first experiences customers love. In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale. (https://www.koganpage.com/marketing-communications/the-digital-first-customer-experience-9781398612631)
650 _aBusiness--Management
650 _aSales--Marketing
_9947
650 _aBusiness innovation
_918753
650 _aBrand--New products
_919855
700 _aBliss, Jeanne
_919824
942 _cBK
_2ddc
999 _c7689
_d7689