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Managing the Total Customer Experience
American Productivity & Quality Center, APQC, Aug 2005
Managing the Total Customer Experience examines how successful organizations make the business case for shifting to a customer-centric approach, as well as the support mechanisms, technology, and measurement processes used to ensure a consistent, positive customer experience. It also explores how best-practice organizations build and maintain a first-rate customer experience program that ensures customer loyalty and drives profitability.
Managing the Total Customer Experience offers readers valuable high-level insights and best practices about the variety of factors that impact and contribute to the total customer experience. It fills a research gap in best practices in the holistic customer experience covering everything from organizational cultures and structures that foster a total customer experience mindset, to the technology that supports it and serves as the foundational backbone, to the metrics and performance measurement systems that monitor organizational success.
Qualitative and quantitative data and key findings in Managing the Total Customer Experience were culled from best-practice exemplars Air Products and Chemicals, Caterpillar Financial, Cisco Systems, Harrah's Entertainment, and Lands' End. Also included in this report are in-depth case studies of best practices at Air Products and Chemicals, Cisco Systems, and Lands' End.
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