The Digital-First Customer Experience
eBook - ePub

The Digital-First Customer Experience

Seven Design Strategies from the World's Leading Brands

Joe Wheeler

  1. 328 pages
  2. English
  3. ePUB (mobile friendly)
  4. Available on iOS & Android
eBook - ePub

The Digital-First Customer Experience

Seven Design Strategies from the World's Leading Brands

Joe Wheeler

Book details
Table of contents
Citations

About This Book

The definitive guide to designing digital-first experiences customers love. In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon.Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale.

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Information

Publisher
Kogan Page
Year
2023
ISBN
9781398612655
Edition
1
Topic
Business
Subtopic
Marketing
Index
Business

Table of contents

  1. List of figures and tables
  2. Overview
  3. About the author
  4. Foreword
  5. Acknowledgments
  6. Introduction
  7. 01 Part 1: The new 3Cs
  8. 02 Part 2: The 7 Design Strategies
  9. 03 Design Strategy 1: Achieve emotional peaks across channels, finishing strong
  10. 04 Design Strategy 2: Create a personalization flywheel to grow customer engagement
  11. 05 Design Strategy 3: Strengthen customer commitment by providing choice and control
  12. 06 Design Strategy 4: Foster ownership through customer community and co-creation
  13. 07 Design Strategy 5: Inspire rituals that create shared meaning
  14. 08 Design Strategy 6: Empower customers through immersive experiences
  15. 09 Design Strategy 7: Link digital assets to leverage value over cost
  16. 10 The 7 Design Strategies summary
  17. 11 Part 3: The playbook
  18. 12 Start by solving the right problems
  19. 13 Build your business case
  20. 14 The design process
  21. 15 Execute to scale
  22. Epilogue
  23. Appendix 1: Digital-first maturity assessment
  24. Appendix 2: The CX/Digital design accelerator
  25. References
  26. Index