committed_to_customers_kansi_208px‘Committed to Customers’ presents a model for organizing tasks at a customer focused company. It aims to help companies create a systematic approach for delivering great customer experiences.

The book consists of theory, interviews, practical tips, resources and recommendations. It also contains evaluation material for understanding a company’s current status and identifying further improvement areas. The reader can easily pick one area for special focus at a time.

Each main chapter consists of the following sections:

  • Presentation of the topic
  • Seen in Practice: Cases and comments based on interviews with CX experts
  • Tips and resources: What to do as a CX Manager, links to CX-related web sites and blogs, recommended reading
  • Check where you stand: A worksheet for evaluating the current status of a company’s CX maturity and identifying improvement areas