It may be a new year, but some things stay the same. That includes Customer Experience 2 reigning once again on BookAuthority's list of the "Best New Customer Experience Books to Read in 2022".
Originally published in July 2020, Customer Experience 2 follows the format of its best-selling predecessor and was similarly edited by Naeem Arif and Andrew Priestley, along with Ian Golding. The book curates essays from 24 leading minds in CX, coming together in a compendium on CX strategy. In addition to topping the charts in 2021, it was also highly recommended by Qualtrics and ranked #1 on Amazon in several "Hot New Release" categories worldwide.
Alec's contribution to Customer Experience 2 applies the "cost of poor quality" framework to customer experience management. He outlines key considerations that leaders should make when balancing the costs of defect prevention and recovery versus investments in operational excellence.
Order your own copy of Customer Experience 2, and find Alec's other publications while you're perusing this award-winner.