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.
In fact it
is not free, it comes with two conditions
- Share this post
- & share your review on Amazon, that’s it.
Welcome
to download , its free till 23rd July 2016.
