LONDON, UK – In a world where the customer experience reigns supreme, the need for a comprehensive and effective CX strategy has become more important than ever. That’s why experts Alan Williams and Dave Stubberfield have joined forces to create “Supercharging the Customer Experience,” a groundbreaking new book that offers a unique approach to designing, implementing, and developing customer experience strategies in any organization.
Set to be released on April 25th, 2024, the award-winning framework consists of five key elements that can turn customer experience into a culture rather than just a function. The book emphasizes the importance of aligned strategic thinking and coordinated execution among all departments within an organization, in order to provide a truly exceptional customer experience.
According to Williams and Stubberfield, the shift from a product-based economy to an experience-based one has led to a change in the way customers make choices. Emotion now plays a crucial role in decision-making, and with the power of social media, their thoughts and feelings can be shared instantly to millions of people. As a result, brands are no longer solely owned by organizations, but are now co-owned with customers, employees, service partners, and investors. This change in dynamic also means that employees themselves are seeking a sense of meaning and fulfillment from the companies they represent.
For Williams and Stubberfield, the key to success in this new landscape is delivering a customer experience that reinforces shared values with customers and stakeholders. Their methodology consists of five elements: Brand Identity, Employee Engagement, Customer Experience, Systems & Processes, and Measurement & Insight. The authors stress the importance of organizational alignment and coordinated execution in achieving this goal.
When asked about the inspiration behind the book, Williams and Stubberfield said, “The decision to write the book was an instinctive and natural one. One day, we were working on the development of our CX in ConteXt Development Programme. It suddenly dawned on Alan that the approach we were developing was a great structure for a book. Dave was instinctive in saying ‘Yes,’ and the rest is history.”
The book has already received praise from industry leaders, including Shep Hyken, customer service expert and New York Times bestselling author, who said, “The world of customer service and customer experience has changed drastically in my 40 years in the field. This book provides a powerful framework that will help give any organization a laser-like focus on the customer experience.”
Alan Williams is the founder of SERVICEBRAND GLOBAL and advises business leaders internationally on delivering value-driven service. Dave Stubberfield is the director of Carter Consultancy and specializes in enabling 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).
For all media requests, please contact Teya Ucherdzhieva (E: teya.ucherdzhieva@lidbusinessmedia.com; M: +44 (0) 7928 666 131). The authors’ framework has already won two awards, 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 more information about Alan Williams, please visit his LinkedIn page. For more information about Dave Stubberfield, please visit his LinkedIn page. To learn more about the CX in ConteXt programme, please visit www.bqf.org.uk/certifications/cx-in-context/. For more information about LID Publishing, please visit www.lidpublishing.com. “Supercharging the Customer Experience” will be available in paperback and e-book formats.
Derick is an experienced reporter having held multiple senior roles for large publishers across Europe. Specialist subjects include small business and financial emerging markets.