LID Publishing announces the release of “Supercharging the Customer Experience”, a revolutionary new book written by experts Alan Williams and Dave Stubberfield. The book, set to release on April 25, 2024, presents a unique and fresh approach to designing, implementing, and developing customer experience (CX) strategy in any organization.
In today’s economy, there has been a significant shift towards experience-based decision making among customers. Emotions now play a crucial role in their choices, and the power of social media allows their thoughts and feelings to be shared with millions instantly. In this super-connected world, brands are no longer solely owned by organizations, but rather co-owned with customers, employees, service partners, and investors. As a result, the successful organization of tomorrow must deliver a customer experience that aligns with shared values among all stakeholders.
Williams and Stubberfield’s award-winning framework consists of five elements: Brand Identity, Employee Engagement, Customer Experience, Systems & Processes, and Measurement & Insight. The core of their methodology is organizational alignment and coordinated execution among all departments.
According to Williams and Stubberfield, the decision to write the book was a natural progression of their work on the CX in ConteXt Development Programme. As they developed their approach, it became clear that it could also serve as a comprehensive framework for a book. Shep Hyken, customer service expert and New York Times bestselling author, has praised the book, saying, “This book provides a powerful framework that will help give any organization a laser-like focus on the customer experience.”
Alan Williams, founder of SERVICEBRAND GLOBAL, is an international advisor to business leaders on delivering value-driven service. Dave Stubberfield, director of Carter Consultancy, specializes in cultural transformation to help businesses achieve greatness. Together, they have co-created the CX in ConteXt development programme, accredited by the British Quality Foundation (BQF).
“Supercharging the Customer Experience” is set to be a game-changer in the world of customer service and experience. It has already received recognition, winning the CoreNet Global Innovation in Real Estate Award (Royal Bank of Scotland/Compass Group) and The EuroFM Partners Across Borders Award (EMC’s Global Real Estate & Facilities).
For all media inquiries, please contact Teya Ucherdzhieva (E: teya.ucherdzhieva@lidbusinessmedia.com; M: +44 (0) 7928 666 131). The book will be available in paperback and e-book formats through LID Publishing. For more information on the authors, the CX in ConteXt programme, or LID Publishing, please visit the provided links.
