Thomas Suwelack – författare

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

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

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

Dieses Buch vermittelt fundiert und mit Blick auf die konkrete Umsetzung, wie Unternehmen und Marken in der heutigen dynamischen Zeit ein hohes Niveau bei der Customer Experience (CX) erreichen können. Es zeigt kompakt auf, welche Schritte und Tools dabei helfen, durch die gezielte Orientierung am Kunden wettbewerbsfähig zu bleiben.In einem übersichtlichen Customer-Experience-Framework, das die Kundenerfahrung als Ausgangs- und Endpunkt sämtlicher unternehmerischer Aktivitäten definiert, beschreibt der  Autor den holistischen Zusammenhang zwischen CX und den für den Markterfolg zentralen Kernfragen „Warum?“, „Wie?“ und „Was?“. Mit diesem Framework und den integrierten Tools, wie beispielsweise NPS, Empathy Map, Customer Journey Map Golden Circle, Design Thinking, Digital Platform Framework oder A/B-Testing, ist es möglich, die Customer Experience im Unternehmen systematisch zu betrachten und daraus eigene konkrete Erfolgsschritte abzuleiten. Dieser interdisziplinäre Ansatz enthält Werkzeuge aus den Fachdisziplinen Management, Strategie, Marketing, Digitalisierung, Design oder Psychologie und wendet sich an Manager aller Bereiche, die ihre Kunden zu Wiederkäufern und Fans ihres Unternehmens machen möchten, sowie an interessierte Studierende.