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Book Cover
Author Suwelack, Thomas, author

Title Creating a customer experience-centric startup : a step-by-step framework / Thomas Suwelack, Manuel Stegemann, Feng Xia Ang
Published Cham : Springer, [2022]


Description 1 online resource : illustrations
Series Business guides on the go
Business guides on the go.
Contents 1. Introduction -- 2. Concept, Relevance and Management of CX -- 3. Starting a Start-Up -- 4. Understanding The Outside World: Customers & The Surrounding Environment -- 5. Outside-In: Defining the CX-Centric Business DNAThe Why, How, and What of a Start-Up -- 6. Inside-Out: Testing, Implementation and Communication of Customer Experience-Centric Experience Elements -- 7. Future Considerations
Summary This book explains how startups and brands in general can achieve a high level of customer experience (CX) in today's dynamic and competitive times. A well-structured and easy to apply customer experience framework defines customer experience as the start and end point of all business activities. The framework steps and tools (such as NPS, Empathy Map, Customer Journey, Golden Circle, Design Thinking, A/B-Testing) are designed to have a maximum impact on successful company building and the customer experience, which is key to generate first and repeat buyers that become fans of the company. The tools originate from different disciplines, such as management, design, digitisation or psychology as only an interdisciplinary approach enables superior insights for initiating the right customer activities in today's highly competitive times. With this book, it is possible to look at customer experience systematically and derive your own strategy towards success. The following are the main contributions of this book: Provides a clear step-by-step guide to create a customer experience-centric company Introduces most impactful tools that managers can use to successfully complete every step of our framework Guides managers through the process of creating a start-up, which is less about magically coming up with innovative business ideas, but rather about applying proven principles in a new context
Bibliography Includes bibliographical references
Notes Online resource; title from PDF title page (SpringerLink, viewed February 17, 2022)
Subject New business enterprises.
Customer relations -- Management.
Customer relations -- Management.
New business enterprises.
Form Electronic book
Author Stegemann, Manuel, author
Ang, Feng Xia, author
ISBN 9783030924584