Publisher's Synopsis
The next generation, Gen Z, is more different than any other generations compared. With Next Generation Customer Experience, Jeofrey Bean (Customer Experience Revolution and Customer Experience Rules!) and contributing author Vineetha Raveendran answer the question, "What is essential to create an engaging and profitable next-generation customer experience for Gen Z customers?" The authors guide us through concepts like The Customer Experience Effect: the impact of desirable experiences on increasing advocacy, helping to expand business revenues while reducing the costs of marketing, sales, new customer acquisition and support. Bean and Raveendran share their insights on Generation Z and why it's essential to understand how different Gen Z is from all previous generations. There is more to next generation customer experience development and leadership than Gen Zs themselves. There are important capabilities found in next generation CX leaders, who use next generation economics (behavioral economics) to get a vastly improved view of what people will or might do, what they will or might buy. Thought leaders of behavioral economics and examples of how you can apply it to customer experience are here. Next Generation Customer Experience focuses on innovating customer experiences revealing how it really happens and the distinctive characteristics of successful innovators. Then there are examples from Don DiCostanzo at Pedego electric bike, Jack Dorsey at Square, Björn Granberg at SkimSafe/SkimSure, Intuit, CourseKey, and more. This book is practical and innovative with a compelling blend of shared experience, research, charts, and real business stories bringing insights to life. There are templates including: Key elements of a customer experience buyer persona; The customer, guest or patient experience interaction evaluation tool; Findings organization; and the Out-of-Box Customer Experience Development and Testing template. You and your colleagues will find these templates indispensable for delivering your own customer experiences. The next generation will significantly increase the number of customer experience-first markets. The customer experience leaders of the next generation will go beyond being financially successful to being significant to their customers' lives. They will purposely help define the next generation of customer experiences. Reading Next Generation Customer Experience will help you get there and stay there!
