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The Bread is Moving - why Customer Experience becomes critical

The is book on the subject of customer experience and service design is free for a limited period.

Praise for the book:

“Customer Experience to Counter VUCA and Disruptive Times:

Retail is changing at a Fast Pace. Consumers are changing faster, thanks to Disruptive Technology and Multiple Screens. And yes, the On Line disruption is Impacting Operating Models of all businesses. How should businesses counter the VUCA situation all around ??

There is No Magic Formulae, Nor any Rocket Science to combat these challenges.

The Author Passionately brings to us , his proposition about Customer Experience (CX).

If Retail is Theatre that consumers need to enjoy- Designing and Delivering CX is the Key.

He explains in detail, with lots of Live Examples, what CX means and how Organisation, whether Retail or Non Retail should go about Defining to Designing and Delivering CX on the ground..

His analysis of various companies reveals that, Customer Centricity is at the heart of Successful Companies. I am sure that, each one of you would have encountered many WOW moments and many more Horrible let downs by Airlines, Telecom and other Companies.

Customer Centric Companies are obsessed with Customers Delight right from their Vision, Mission to their Product ,  Service & CX. The author proposes that every organisation should have a Chief Customer Experience Officer (CCXO ) to delight the customer.

The book is written in a simple to read and ready to execute format. I am sure, you will enjoy reading this book. And without wasting any time, you will start designing your organisations CX....”

• Govind Shrikhande | Customer Care Associate & Managing Director | Shoppers Stop Ltd.

"This book is very apt and timely for Indian market. Especially for hospitals, customer experience is critical and the book tells almost A to Z of it.”

• Joy Chakraborty, COO, Hinduja Hospital

I have read a lot of management books, however this book stands apart especially for Indian businessmen. I am impressed with how simply Sunil Gandhi has explained one of the most important aspects of Customer Experience (CX). Citing Indian examples he drives home the point very clearly and I am sure readers will be able to embark on a CX improvement journey right way.

• Maman Choksi, Director, RE/MAX Gujarat.

Readers Reviews:

By Manoj Papisetty on 28 September 2015

In this book, he collates some of the most useful ways to look at new age businesses and lists down neat, powerful processes with workable frameworks for any business. I am particularly excited about this book in India because of the new startup era we are seeing in the country. It will certainly help the new age startups grow quick, efficient and sustainable.

By Anish Desai on 5 December 2015

Customer Experience Champion Sunil Gandhi, yet again takes the readers of his books through some amazing insights in delivering the value of your product/service. It's a must read for all who believe customer is at the core of the business and the key to turning around business is by focusing on the value chain and the customer. A thorough joy ride!!!!

By Surendra Arora on 2 October 2015

You must have read many such books written on US companies or situations, I admire Sunil for giving a Indian perspective to it. Interesting read for all corporate executives and business person.

By Amazon Customer on 28 September 2015

An excellent and very pertinent viewpoint that has been explained very logically and persistently.

By Gopinath Narayanan - Published on Amazon.com on 8th June 2016

A must read for anyone in the customer experience role. This is a well researched book, with several examples and case studies. Very contemporary, and includes the impact of social media.

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