Beyond the Experience Experiments blog, Alec Dalton's writings include several best-selling books.
Customer Experience
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In this first volume of the best-selling Customer Experience series, 22 leading CX professionals share their world-class philosophies, proven strategies, and expert insights for achieving customer success.
From the cultivation of customer-centric cultures to the curation of marketing metrics, this book covers the breadth of CX strategy. Business leaders seeking to dramatically enhance their products and services will find ample tips, techniques, and other takeaways. In Alec's section, readers will specifically learn a five-step framework for improving the quality of customer experiences. |
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Accolades
"Best New Customer Experience Book" (BookAuthority) #1 Hot New Release (Amazon)
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Customer Experience 2
Now available digitally, this sequel to the bestseller Customer Experience 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.
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.
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