We believe that the authentic purpose that companies are searching for is actually right in front of them: the obligation to help the customers they serve live their best lives.
ABOUT THE BOOK
Businesses 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 The Customer Excellence Enterprise: A Playbook for Creating Customers for Life.
Outlining the leadership, organizational, operational, and commercial facets essential for sustained success,
The Customer Excellence Enterprise is the definitive playbook for any company seeking to differentiate deeply from competitors and win preferred positions in the hearts and minds of today’s discerning customers.
WHY THIS BOOK MATTERS NOW
The predominant functional approaches to customer-centricity and customer experience are completely insufficient to win and keep today's discerning customers. What companies require instead is a playbook to make structural and systemic changes to their leadership, organizational, operational, and commercial DNA to become a Customer Excellence Enterprise. By joining this select group of customer experience "outliers", companies can become predisposed to consistently convert ordinary transactional customers into loyal customers for life, capturing outsized financial rewards along the way.
"In an era of machine learning, the endless possibilities of AI and automation, it starts with people and it ends with people. No matter the industry, there is a person – the customer – at the other end. 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."
—Tracey Brown,
Executive Vice President and President of Walgreens Retail and Chief Customer Officer
“The Customer Excellence Enterprise
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 and integrity in customer relationships.”
—Bradley Kruger, Enterprise VP Patient Experience, Volunteer & Guest Services, Advocate Health
71 actionable Takeaways and 39 Bold Moves, such as How to Reframe Customers as Strategic Assets, are shared in the book alongside:
Practical strategies for building a case for urgency and mobilizing all levels of the enterprise to deliver tangible results.
Winning methods to build deep emotional connections that lead to lifelong customer relationships.
Insights into the habits and ways of working from customer experience industry outliers.
“Brands are no longer defined solely by their proficiency in messaging, creative acumen, advertising prowess or cunning in selecting the ‘right’ social media influencers. They are defined most authentically by the perceptions of customers derived from their lived experiences when directly interacting with companies or hearing about them indirectly from other customers through word of mouth, social media feeds and online ratings and reviews.”
—The Customer Excellence Enterprise
ABOUT THE AUTHORS
Wayne 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.
Together, 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).
Achieve success and become a customer experience outlier where people are proud to be your customers for life.
Download the Activation Assessment Sheets
The Customer Excellence Enterprise is designed as an actionable playbook and includes over thirty-five “plays” called “bold moves,” which are collections of guidance, principles, frameworks, and examples that organizations can tailor to their specific context. As pragmatic sources of inspiration and “thought starters,” these bold moves serve as catalysts for the creative and courageous actions to deliver excellence across the customer life cycle. Use these four separate diagnostic template sheets with your team to set priorities and build alignment by discussing and rating each bold move as it applies to your organization. The Bold Move Assessments are free to download here with any purchase of the book.
CXE Content Piece
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