Martin Newman and Malcolm McDonald
Kogan Page
Businesses talk about putting the customer first but in reality few deliver on this. In this book, authors Martin Newman and Malcolm McDonald give the reader practical tips, tools, guidelines and frameworks for implementing customer-focused marketing strategies at every step on the customer journey. They also argue that if businesses keep their customers as a key focus, they can identify areas of improvement and implement the relevant steps to transform the business.
100 Practical Ways to Improve Customer Experience also focuses on industries, such as travel, finance and leisure that are facing disruption from organisations such as Uber, Airbnb and Amazon. As such, other organisations in these industries face more pressure than ever to adopt new practices to remain relevant. This book is full of examples and an excellent resource for professionals and MBAs looking to transform their business.
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