Transform your business by improving customer experience across the entire end-to-end value chain with this practical guide, including 100 tips and case studies from brands like Amazon, AirBnB and Uber.

Chapter - 00: Introduction;Chapter - 01: Put the customer first: if you don’t, someone else will;Chapter - 02: Marketplaces and disruptors are eating your lunch (taking your market share);Chapter - 03: Removing friction from the customer’s journey: getting the basics right in travel, retail, food and beverage, leisure and financial services;Chapter - 04: How to be disruptive in your own business;Chapter - 05: The role of the store and its new footprint;Chapter - 06: We live in a hyper-local world where mobile is key;Chapter - 07: Organizational design to put the customer first;Chapter - 08: Cultural change – must be top down and bottom up;Chapter - 09: Less about corporate, more about social responsibility;Chapter - 10: Retail as a service;Chapter - 11: Winning the hearts and minds of customers in international markets;Chapter - 12: Customer-centric marketing communications;Chapter - 13: A new framework for the marketing mix: the Customer Mix or 6Ws;Chapter - 14: Strategic social media and its importance to the whole organization;Chapter - 15: The impact of AI, augmented virtual reality, machine learning and voice on customer experience;Chapter - 16: The rise of the ‘ations’ in driving differentiation;Chapter - 17: Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management;Chapter - 18: So where do you start to transform your business?;Chapter - 19: 100 practical ways to improve customer experience;

"The vital importance of customer-centricity is an enduring business truth. Newman and McDonald's book creates a contemporary perspective on how businesses can embrace this goal in new ways. Typically, their ideas are hugely practical and straightforward for organizations to implement."