Overview

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. An enlightening and pragmatic guide, The Customer Excellence Enterprise is for everyone who needs to elevate the customer experience to a fundamental revenue accelerator and value driver. Outlining the leadership, organizational, operational, and commercial facets essential for sustained success, The Customer Excellence Enterprise is a comprehensive playbook for any company seeking to differentiate deeply from competitors and win preferred positions in the hearts and minds of today's discerning customers. In this guide, the authors draw on real-world practice and examples from customer experience ""outliers""--companies renowned for consistently improving their customers' lives. Listeners will also find 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; and insights into the habits and ways of working from customer experience industry outliers.

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Tom DeWitt, PhD, is the founder and director of CXM@MSU, an industry-facing entity based in the Broad College of Business at Michigan State University. Designed to advance the thought and practices in the field of customer experience management (CXM), CXM@MSU helps to do so through industry conferences and monthly online programming. Dr. DeWitt is also the founder, principal architect, and academic program director for North America's first master's degree program in customer experience management, the Master of Science in Customer Experience Management (MS-CXM). Tom also teaches the first course in the degree program, The Customer-Centric Organization. Dr. DeWitt earned his PhD in services marketing from Florida State University. Wayne Simmons is a customer excellence and customer experience leader within the Chief Marketing Office (CMO) of Pfizer, where he is responsible for crafting and executing the company's global customer experience management strategy, leading the adoption of customer-centric ways of working and serving as the company's principal technical advisor on customer experience. He has prior marketing, commercial, and customer experience leadership roles with Bayer Pharmaceuticals, The Ritz-Carlton Leadership Center, and Mercer and has provided customer-centric transformation and CXM turnaround consulting to leading global brands in the financial services, consumer goods, hospitality, and retail sectors. Wayne is also a professor of practice on the faculty of the Master of Science in Customer Experience Management (MS-CXM) degree program within the Department of Marketing, Broad College of Business at Michigan State University. Wayne is an Inc. 500 awarded former founder and CEO, a Certified Customer Experience Professional (CCXP), a prior board member of the Customer Experience Professionals Association (CXPA), and a US Army Intelligence veteran. He resides in the New York City metropolitan area. A seasoned playwright, Terrence Kidd uses his skill as a storyteller to bring life to any genre. He loves narrating nonfiction best, but Terry's engaged, informed, and warm tone illuminates everything from potboiler crime thrillers to romance. A longtime bartender, Terry now narrates from his home studio, punching and rolling, on Massachusetts's North Shore.

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