A titular focus on customer experience management isn't the only similarity between Alec Dalton's newest book and its predecessor: Customer Experience 2, the sequel to last year's acclaimed bestseller, has also attained high rankings on Amazon internationally. Within the first week of sales, the latest volume became a "#1 Hot New Release" in several countries. It also reached the top spot in several categories, including #1 in Customer Service (US), Customer Services (UK & France), and Consumer Behaviour (Canada).
Available digitally and going to print soon, Customer Experience 2 presents even more perspectives from top CX professionals. Readers will explore an array of topics on the cutting-edge of CX strategy, from the role of behavioral science in experience design to best-practices for building effective CX business cases.
24 industry leaders lend their voices in Customer Experience 2, which was edited by Naeem Arif, Ian Golding, and Andrew Priestley, and which includes a forward by Greg Melia, CEO of the Customer Experience Professionals Association.
Alec's contribution focuses on CX metrics and measurement. He translates Armand Feigenbaum and Joseph Juran's theories on "the cost of quality" in a manner that applies to building CX business cases. Readers will learn how to identify and balance the costs of "good quality" and "poor quality," in pursuit of optimal investments.
To order your own copy of the book and its precursor, click the links here: