{"product_id":"the-customer-excellence-enterprise-isbn-9781394253685","title":"The Customer Excellence Enterprise","description":"\u003cp\u003e\u003cb\u003eMake customer-centricity tangible, sustainable, and real by implementing structural and systemic changes to the DNA of your company.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eBusinesses need to do more than sell to customers—they need to help them live their best lives. This superior experience is what customers expect and deserve from companies and it’s possible to deliver just that with the framework provided in \u003ci\u003eThe Customer Excellence Enterprise: A Playbook for Creating Customers for Life\u003c\/i\u003e. An enlightening and pragmatic guide, \u003ci\u003eThe Customer Excellence Enterprise\u003c\/i\u003e is for everyone who needs to elevate the customer experience to a fundamental revenue accelerator and value driver. With this fresh perspective on customer-centricity, companies can address the persistent disconnect between their customer-first claims and an often disappointing reality.\u003c\/p\u003e \u003cp\u003eWayne Simmons and Tom DeWitt are practitioners and professors of customer excellence. Wayne is a leader in customer excellence and customer experience management at Pfizer, the Fortune 50 global leader in health care and life sciences. Tom is the founder of CXM@MSU, an industry-facing entity designed to advance customer experience management thought and practice, and the founder and architect of North America’s first master’s degree in Customer Experience Management (CXM) at the Broad College of Business, Michigan State University.\u003c\/p\u003e \u003cp\u003eTogether, they expertly frame the complexities of consistently delivering a superior customer experience at enterprise and global scale and provide a compelling case for urgency for companies to take the journey to become a Customer Excellence Enterprise (CXE).\u003c\/p\u003e \u003cp\u003eOutlining the leadership, organizational, operational, and commercial facets essential for sustained success, \u003ci\u003eThe Customer Excellence Enterprise\u003c\/i\u003e is a comprehensive playbook for any company seeking to differentiate deeply from competitors and win preferred positions in the hearts and minds of today’s discerning customers.\u003c\/p\u003e \u003cp\u003eWith insights into how companies can become structurally and systemically predisposed to deliver exceptional experiences, the authors draw on real-world practice and examples from customer experience “outliers”―companies renowned for consistently improving their customers' lives. Readers will also find:\u003c\/p\u003e \u003cul\u003e \u003cli\u003ePractical strategies for building a case for urgency and mobilizing all levels of the enterprise to deliver tangible results.\u003c\/li\u003e \u003cli\u003eWinning methods to build deep emotional connections that lead to lifelong customer relationships.\u003c\/li\u003e \u003cli\u003eInsights into the habits and ways of working from customer experience industry outliers.\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003ci\u003eThe Customer Excellence Enterprise: A Playbook for Creating Customers for Life\u003c\/i\u003e is a must-have for the boards of directors, C-Suite executives, line of business leaders and managers, marketers, sales teams, product leaders, human resources, customer experience, operations and other customer-facing professionals tasked with answering pressing questions like, Why are exceptional customer experiences still so rare? and If customers are truly the most valuable of corporate assets, why are they consistently being treated so poorly? This book serves as an invaluable tool and urgent call to action for anyone committed to elevating how customers are viewed, treated, and valued—the keys to creating customers for life.\u003c\/p\u003e \u003cp\u003ePrologue xi\u003c\/p\u003e \u003cp\u003eAbout the Authors xiii\u003c\/p\u003e \u003cp\u003e\u003cb\u003eIntroduction 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eA Renewed Sense of Corporate Purpose 1\u003c\/p\u003e \u003cp\u003eThe Growth Opportunity of Our Time 2\u003c\/p\u003e \u003cp\u003eSolving the Paradox of Customer Centricity 3\u003c\/p\u003e \u003cp\u003eReigniting a Reverence for Customers 4\u003c\/p\u003e \u003cp\u003eA Very Different Type of Company 5\u003c\/p\u003e \u003cp\u003eBecoming Better Versions of Themselves 5\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I Helpfulness as an Organizing Principle 9\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 A Case for Urgency 11\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Logical Case: Meet Your Hyper- Empowered Customers 12\u003c\/p\u003e \u003cp\u003eThe Financial Case: The Leaky Bucket Syndrome 19\u003c\/p\u003e \u003cp\u003eThe Emotional Case: The End of Wow! 22\u003c\/p\u003e \u003cp\u003eChapter Takeaways: A Fork in the Road 27\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Missing the Mark with Customers 29\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCustomer Centricity to the Rescue? 29\u003c\/p\u003e \u003cp\u003eCreating Illusions of Loyalty 31\u003c\/p\u003e \u003cp\u003eTreating Customer Centricity as a Sideshow 32\u003c\/p\u003e \u003cp\u003eThe Persistent Prevalence of Customer Pain 35\u003c\/p\u003e \u003cp\u003eChapter Takeaways: Navigating Intricate Terrain 36\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 The Customers- for- Life Imperative 39\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHighly Coveted and Extremely Valuable 40\u003c\/p\u003e \u003cp\u003eThe Incentive: The CX Value Premium 41\u003c\/p\u003e \u003cp\u003eThe Shift: Experiential Commerce 44\u003c\/p\u003e \u003cp\u003eThe Reminder: All Stakeholders Matter 47\u003c\/p\u003e \u003cp\u003eThe Obligation: The Customer’s Right to Reverence 48\u003c\/p\u003e \u003cp\u003eThe Invitation: Welcome to My Life 50\u003c\/p\u003e \u003cp\u003eA Distinction That Is Earned, Never Given 54\u003c\/p\u003e \u003cp\u003eChapter Takeaways: Reconciling an Ideological Disconnect 55\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Helpfulness as the Hero 57\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHelpfulness: The New TQM 59\u003c\/p\u003e \u003cp\u003eA New Primary Job to Be Done 61\u003c\/p\u003e \u003cp\u003eThe Psychology of Helpfulness 62\u003c\/p\u003e \u003cp\u003eA Means to Overcome Positivity Bias 63\u003c\/p\u003e \u003cp\u003eThe First Factor Among Equals 65\u003c\/p\u003e \u003cp\u003eChapter Takeaways: Harness the Helpfulness Halo 66\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 The Preference Payoff 69\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eBecoming the Go-To Choice for Customers 70\u003c\/p\u003e \u003cp\u003eChapter Takeaways: Creating Positive Vibes 81\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Introducing the Customer Excellence Enterprise 83\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroducing the Customer Excellence Enterprise (CXE) 84\u003c\/p\u003e \u003cp\u003eExcellence in the Engine Room 87\u003c\/p\u003e \u003cp\u003eThe New Standard of Business 90\u003c\/p\u003e \u003cp\u003eCore Attributes of the CXE 92\u003c\/p\u003e \u003cp\u003eChapter Takeaways: Value Creation for All 103\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II Helpfulness as an Operating System 105\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Reprogramming Leadership DNA 109\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eObjective: Leaders Become the Principal Advocates for Customers 110\u003c\/p\u003e \u003cp\u003eChapter Takeaways: Setting the Tone at the Top 132\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 Resequencing Organizational DNA 135\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eObjective: Make Customer Outcomes a Shared Accountability 136\u003c\/p\u003e \u003cp\u003eChapter Takeaways: Make Customer Excellence an Organizational Habit 158\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 Rewiring Operational DNA 161\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eObjective: Modernize the Experience Delivery Factory 162\u003c\/p\u003e \u003cp\u003eChapter Takeaways: Intervene through Improvements and Innovations 192\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10 Reimagining Commercial DNA 195\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eObjective: Deliver Excellence across the Customer Life Cycle 196\u003c\/p\u003e \u003cp\u003eChapter Takeaways: Establish a Win- Win Proposition with Customers 227\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11 Meeting Customers Where They Are 229\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eObjective: Improve the Lives of as Many Humans as Possible 230\u003c\/p\u003e \u003cp\u003eBringing Customer Excellence to Citizen Experiences: Doing Better for Citizens 230\u003c\/p\u003e \u003cp\u003eMaking Health Care Experiences More Human: From Compliance to Empathy 233\u003c\/p\u003e \u003cp\u003eBringing Customer Excellence to the Fan Experience: Creating Memorable Moments 237\u003c\/p\u003e \u003cp\u003eContributing to the Collective Well-Being 243\u003c\/p\u003e \u003cp\u003eChapter Takeaways: There are No Free Passes 244\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 12 Getting Started: The Case for Urgency 245\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eObjective: Identify and Overcome Barriers to Change 246\u003c\/p\u003e \u003cp\u003eResistance to Change: A Cautionary Tale 248\u003c\/p\u003e \u003cp\u003eWhere to Start the Journey? 249\u003c\/p\u003e \u003cp\u003eCrafting the Case for Urgency 249\u003c\/p\u003e \u003cp\u003eChapter Takeaways: A Journey Worth Taking 254\u003c\/p\u003e \u003cp\u003eEpilogue 255\u003c\/p\u003e \u003cp\u003eReferences 257\u003c\/p\u003e \u003cp\u003eFurther Reading 261\u003c\/p\u003e \u003cp\u003eAcknowledgments 265\u003c\/p\u003e \u003cp\u003eIndex 267\u003c\/p\u003e  \u003cp\u003e\u003cb\u003eWAYNE SIMMONS\u003c\/b\u003e and \u003cb\u003eTOM DEWITT\u003c\/b\u003e are practitioners and professors of customer excellence. Wayne is a leader in customer excellence and customer experience management at Pfizer, the Fortune 50 global leader in health care and life sciences. Tom is the founder of CXM@MSU, an industry-facing entity designed to advance customer experience management thought and practice, and the founder and architect of North America’s first master’s degree in Customer Experience Management (CXM) at the Broad College of Business, Michigan State University. \u003c\/p\u003e\u003cp\u003eLearn more at CXEDNA.com   \u003c\/p\u003e\u003cp\u003eMake customer-centricity tangible, sustainable, and real by implementing structural and systemic changes to the DNA of your company. \u003c\/p\u003e\u003cp\u003eBusinesses need to do more than sell to customers—they need to help them live their best lives. This superior experience is what customers expect and deserve from companies and it’s possible to deliver just that with the framework provided in \u003ci\u003eThe Customer Excellence Enterprise: A Playbook for Creating Customers for Life\u003c\/i\u003e.  \u003c\/p\u003e\u003cp\u003eOutlining the leadership, organizational, operational, and commercial facets essential for sustained success, this book serves as a comprehensive playbook for any company seeking to differentiate deeply from competitors and win preferred positions in the hearts and minds of today’s discerning customers. \u003c\/p\u003e\u003cp\u003eWith insights into how companies can become structurally and systemically predisposed to deliver exceptional experiences, the authors draw on real-world practice and examples from customer experience “outliers”—companies renowned for consistently improving their customers’ lives. Readers will also find: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003e Practical strategies for building a case for urgency and mobilizing all levels of the enterprise to deliver tangible results\u003c\/li\u003e\n\u003cli\u003e Winning methods to build deep emotional connections that lead to lifelong customer relationships\u003c\/li\u003e\n\u003cli\u003e Insights into the habits and ways of working from customer experience industry outliers\u003c\/li\u003e\n\u003c\/ul\u003e \u003cp\u003e\u003ci\u003eThe Customer Excellence Enterprise\u003c\/i\u003e is a must-have for boards of directors, C-Suite executives, line of business leaders and managers, marketers, sales teams, product leaders, human resources, customer experience, operations teams and everyone in a customer-facing role that is tasked with answering pressing questions like: Why are exceptional customer experiences still so rare? If customers are truly the most valuable of corporate assets, why are they consistently being treated so poorly? \u003c\/p\u003e\u003cp\u003eThis book serves as an invaluable tool and urgent call to action for anyone committed to elevating how customers are viewed, treated, and valued—the keys to creating outsized financial performance and customers for life.    \u003c\/p\u003e\u003cp\u003e\u003cb\u003ePraise for THE Customer Excellence ENTERPRISE\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003e“More than a book; it’s a compass for organizations navigating today’s interconnected marketplace with authenticity and purpose. A practical guide for leaders committed to restoring humanity and integrity in customer relationships.”\u003cbr\u003e\u003cb\u003e— BRADLEY KRUGER,\u003c\/b\u003e Enterprise VP Patient Experience, Volunteer \u0026amp; Guest Services, Advocate Health \u003c\/p\u003e\u003cp\u003e“Simmons and DeWitt remind us that customer experience is about building lifetime relationships with customers to enhance their lives. This essential playbook provides leaders with actionable strategies for delivering customer experience to help sustain the organizational shift to customer centricity.” \u003cbr\u003e\u003cb\u003e— TONYA WEBSTER, \u003c\/b\u003eNew York State, Chief Customer Experience Officer \u003c\/p\u003e\u003cp\u003e“A must-read and offers a compelling view on why customer-centric enterprises will win and deliver superior business results. This is where the B2B world is heading, be prepared!”\u003cbr\u003e\u003cb\u003e—RICCARDO PORTA,\u003c\/b\u003e Global Director for CX, DOW \u003c\/p\u003e\u003cp\u003e“Simmons and DeWitt lay out many of the principles that anyone serving a customer would be wise to read and rightly call for a relentless focus on customer-centricity for leaders everywhere.” \u003cbr\u003e\u003cb\u003e— TRACEY BROWN, \u003c\/b\u003eExecutive Vice President and President of Walgreens Retail and Chief Customer Officer \u003c\/p\u003e\u003cp\u003e“Really brings to life the importance of an organization placing the customer at the heart of its strategy and decision-making. With proven linkage between business performance and customer experience this is a strong read for any senior executive.”\u003cbr\u003e\u003cb\u003e—BEN LLEWELLYN, \u003c\/b\u003eGlobal CEO Customer Experience, Ipsos  \u003c\/p\u003e\u003cp\u003e\"Whether you are trying to reduce customer churn, to create a case for change in your organization, or to understand how to drive your existing CX program to the next level, \u003ci\u003eThe Customer Excellence Enterprise\u003c\/i\u003e is a must read. In a world where consumer experiences are increasingly driving expectations and setting standards for B2B interactions, Simmons and DeWitt’s book offers a compelling view on why customer-centric enterprises will win and deliver superior business results. This is where the B2B world is heading, be prepared!\"\u003cbr\u003e—\u003cb\u003eRiccardo Porta\u003c\/b\u003e, Global Director for CX, DOW\u003c\/p\u003e \u003cp\u003e\"Simmons and DeWitt lay out many of the principles that anyone serving a customer would be wise to read and rightly call for a relentless focus on customer-centricity for leaders everywhere.\"\u003cbr\u003e—\u003cb\u003eTracey Brown\u003c\/b\u003e, Executive Vice President and President of Walgreens Retail and Chief Customer Officer\u003c\/p\u003e \u003cp\u003e“\u003ci\u003eThe Customer Excellence Enterprise\u003c\/i\u003e is more than a book; it's a compass for organizations navigating today's interconnected marketplace with authenticity and purpose. In an era defined by digital connectivity and heightened customer expectations, Simmons and DeWitt's insights offer a timely reminder of the power of helpfulness in driving sustainable business growth. Their work is a practical guide for leaders committed to restoring humanity, integrity, and excellence in customer relationships.”\u003cbr\u003e—\u003cb\u003eBradley Kruger\u003c\/b\u003e, Enterprise VP Patient Experience, Volunteer \u0026amp; Guest Services, Advocate Health\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47990202728677,"sku":"NP9781394253685","price":28.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781394253685.jpg?v=1761786888","url":"https:\/\/k12savings.com\/es\/products\/the-customer-excellence-enterprise-isbn-9781394253685","provider":"K12savings","version":"1.0","type":"link"}