Part practice handbook, part novel, part therapy, Customer What? is divided into four sections - each contains an overview of what needs doing; a set of practical activities and approaches to help you do it; and a story or two to illuminate your path. The fundamentals - essentials for success. Culture - connecting people to the strategy, and creating the right conditions for action. Making it happen - tools and tactics for delivering the strategy. Sustaining - continuously advocating for change.This book will help you understand where you are now, and find the right way to move forward. Comments from readers: "The joy of Ian's approach is the simplicity of what he teaches; you don't need a degree in business, economics, or statistics." Christina Dolding, Old Mutual Wealth "Whether you laugh, cry, or groan the stories within this book will elicit some kind of reaction. Ian Golding, with a long list of c's and x's after his name, is not just a wonderful advocate of the customer and how to make the customer happy in business, he is also a good story teller." Neil Skehel, Customer Experience Magazine "Passionate, personal and practical. Leaders of all levels will love seeing the clearly outlined approach for what they need to do to transform their organizations." Diane Magers, Customer Experience Professionals Association "It's difficult to read the book without wanting to implement change after every page/chapter." Craig Reid, Akkroo The author: Ian Golding is an internationally renowned speaker and blogger on the subject of customer experience and a founder member of the Customer Experience Professionals Association (CXPA). Ian is a working practitioner who spends his time helping individuals and teams all over the world to navigate the nuances of customer experience and helping their organisations to become more customer centric.
C**Y
Five Stars
A very good book.
M**S
You will be amazed
I've just got to the third chapter but even that has made so.much sense and you can act on it straight away. Can't wait to attend his workshop. Definitely recommend it
D**Y
Reaches parts ordinary business books just don't reach... :-)
This is one of the best BUSINESS books I've ever read. It's so clear, full of really good case studies, brilliantly written AND edited. Unlike a lot of stuff written about customer experience, it doesn't try to be cleverer than you, it just lays out approaches, methodologies and examples based on a lot of experience. If you're a business leader, CxO and really want to find a way to get your whole company to put your customers first, put down the HBR and buy this now. This book is about you, doing things, to make your customers lives better. What's not to love?
R**T
Customer What? I loved Ian book, full of great value & ideas for companies and #CX practitioners and I highly recommend you!
Ian did not write a book. Customer What? It Is much more than a book; it will teach you from A to Z how to get Customer Experience right in your organization. The high value of Ian’s book is that he speaks to an organization as also for Customer Experience practitioners with similar approaches in a simplified clear manner,very practical, like read and right after apply. I highly recommend this book for everybody wanting to learn more about #CX and wanting to get to the next level, with Ian usual personable and pleasant way of writing. Highly recommend. Ricardo S. Gulko
C**Y
As usual Ian makes complete sense, but above all ...
As usual Ian makes complete sense, but above all what shines through in 'Customer What?' is his authentic, honest and enthusiastic dedication to showing organisations how to improve their customer experiences and why it all makes sound commercial sense.
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