Del Mar Research

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Embracing customer experience management is the way to move forward. While marketing executives have always kept a sharp eye on new technology and the way it impacts business, they’re now shifting some of their focus, stepping back, and asking one fundamental question: What’s it like to be one of our customers? Because without a strong grasp of the brand experience from the customer’s perspective, there’s no chance of connecting, no hope for providing superlative service, and no way of knowing how well you are fulfilling your brand promise.

“This book is a wake-up call for business! Authors Jeofrey Bean and Sean Van Tyne have outlined the steps of how a company can become a Customer Experience leader and literally take over or create a market. The real and insightful business stories demonstrate the competitive advantage of a whole company’s commitment to Customer Experience and how this commitment pays off.

“It has been an absolute pleasure working with Jeof over the last year and more. Along with a deep understanding of the subject matter he brings a refreshing “demand-side” view of the market. He brings multiple years of real-life experience which he ports over to the problems at hand.

I have just read Carol Buehrens ’ new book “Happy R.A.V.I.N.G. Customers” and it is excellent. It comes from a very different and valuable viewpoint than most customer experience books. Carol shares her experience in implementing customer experience in situations where she not only has to make the case for it [E.g. Going from her customer hat to helmet in meetings as the sole representative of how changes inside the company will impact customers and the bottom line] but has to create the proof of the CX concept, customer experience strategy and internal and external customer experience management programs.

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