Customer Experience Matters

In one of my daydreaming moments, I was wondering what type of a book I’d like to write. Here’s what came to my mind…

(sorry to the Wiley Publishing for “editing” a “Dummies”  book cover)

Here’s a potential outline for the book:

• What is a customer?
• Are all customers alike?
• What is a customer experience?
• Why does customer experience matter?
• How can you tell a good customer experience from a bad one?
• How do you design good customer experiences?
• What are some examples of good customer experience?
• What are the right metrics to measure?
• What skills do organizations need to deliver good customer experiences?

The content would center around two core concepts:

1) Experience-Based Differentiation which is built on three principles:

• Obsess about customer needs, not product features.
• Reinforce brands with every interaction, not just communications.
• Treat customer experience as a competence, not a function.

2) Scenario Design which invokes the following three questions:

• Who are your target users?
• What are their goals?
• How can you help them accomplish those goals?

I’m open for a book deal (Wiley: give me a call). If you don’t like this title, then I’ve got some other thoughts like: “Harry Potter: The Order Of The Customer” and “The Lord Of The Rings: The Fellowship Of The Customer.”  ;-)

The bottom line: Great customer experience doesn’t take rocket science.