Overview

The new business book, Out Care the Competition introduces an easy to understand and apply model for companies of any size and any industry to take a fresh look at strategy and culture to enhance results. The C.A.R.E. model designed by customer experience experts Emmanuel Richard and Diane Serbin Hopkins highlights four key priorities that when pursued concurrently, support engaged staff and customers, a trusted reputation and financial strength. Out Care the Competition offers several concepts to illustrate the potential impact of the C.A.R.E. model. The book is designed to help teams focus on sustained relevancy for customers, pride and ownership within the workforce and creation of hard-to-copy differentiated experiences that create many competitive advantages.

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9781955750745

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Reviews

"""The authors have developed a practical and scalable CARE framework to help any business accelerate the achievement of many goals. I recommend this book as a refreshing way to fine-tune strategy toward the ultimate goal of happy teams, happy customers, and amazing results !"" Shep HYKEN CX expert & New York Times bestselling author of The Amazement Revolution It is always the operationalisation of relevant concepts that is the real challenge. With Out care the competition, the authors have developed a pragmatic and concrete approach that enables professionals to capitalise on care as a lever for generating value. And it's certainly transferable to the personal sphere !"" Pascal LATOUCHE PhD, Author about Innovation & C.E.O Lookyouread.fr"

""The authors have developed a practical and scalable CARE framework to help any business accelerate the achievement of many goals. I recommend this book as a refreshing way to fine-tune strategy toward the ultimate goal of happy teams, happy customers, and amazing results !"" Shep HYKEN CX expert & New York Times bestselling author of The Amazement Revolution It is always the operationalisation of relevant concepts that is the real challenge. With Out care the competition, the authors have developed a pragmatic and concrete approach that enables professionals to capitalise on care as a lever for generating value. And it's certainly transferable to the personal sphere !"" Pascal LATOUCHE PhD, Author about Innovation & C.E.O Lookyouread.fr

Author Information

Emmanuel Richard is the CEO and founder of Extens Consulting. He is an engineer graduated from Telecom Paris in France, whose career has been dedicated to transformation of organizations through digitization combined to human soft skills. He has built an extensive expertise in customer experience in BtoB and BtoC european industries, and is a designer of the C2ES(TM) index, the Customer Employee Easy Score.His passion for the field of Customer and Employee Experience has driven him to imagine new concepts and methods to prepare executive leaders to stand out from international competition. Diane Serbin Hopkins is a Certified Experience Economy Expert and was one of the first Chief Experience Officers in the US healthcare industry. She is a nationally known thought leader on consumer experience. She has extensive experience blending marketing, customer experience and innovation strategies in service and healthcare industries.She is the author of Unleashing the Chief Moment Officers, It's Hard to be Easy and co-author of Advice from a Patient and Wake Up and Smell the Innovation. Diane serves as the Senior Leader of Extens Consulting USA.

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