Customer Experience is transforming the business landscape and people have been asking us for a practical, ‘real world’ guide to succeeding in this new world. Having been at the coal face of CX since our formation in 2000 we thought we’d have a go at writing it. The best way to describe Hot CX is a ‘punk version of how to develop your CX and make it hot’. It is based on the experiences of people who are not shy about their mistakes and are quite happy to share their secrets.
We cover how Hot CX is silo bustin’, data rich, fast and flexible. It drives revenue, cuts costs, forces differentiation and keeps customers central and colleagues inspired. It is written by realists for realists so feel free to try some of its ideas as long as you let us know how you get on and whether your CX is hot or hotter as a result.
"In this book, the Alton Towers story and numerous others are used to demonstrate Brand Vista’s unique approach to customer experience and brand alignment, and in particular the overarching importance of this feeding through into the teams that are ultimately responsible for delivery. It goes without saying that this is of preeminent importance for brands in service industries, but in my view, any company serious about brands and long-term business models ignores it at their peril. Many other agencies and consultancies have since piled into the new, ‘undiscovered country’ of brand alignment, but as the authors note in their introduction, they discovered it first and therefore have a longer, richer story to tell." Nick Varney, CEO Merlin Entertainments