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Pretty much every business today is trying to deliver the best and most inclusive customer experience for their customers because it is seen as being a source of sustainable competitive advantage for the businesses that can achieve it, and Merkle is very much at the core of making this happen for its clients. BUT, every business approaches this in a different way, and very few achieve the optimum results from their investments. They do a lot of things, ACTION, but they don’t maximise the effect of that action and so fail to turn it into PROGRESS.
The real reason that businesses want to deliver an excellent customer experience is to differentiate their business from the competition, and drive long term customer engagement. When you measure your actions through the eyes of the technology and other investments the business makes, all you can measure are small outcomes. When you measure it through the eyes of the customer, and the measures that matter to customers are improving, that is real Progress towards these business goals. Action will have translated into Progress.
At its core, The Book of Progress is about EVERYTHING we do at Merkle. This book will show you how to deliver an excellent customer experience that guarantees PROGRESS as a result.
Shift Transform Motion into Progress in Business
by Lees, Richard; Raj, AzlanEdition: 1st
Format: Hardcover
Pub. Date: 2022-04-26
Publisher(s): Wiley
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Summary
Author Biography
Richard Lees is Chief Strategy Officer for Merkle and dentsu's EMEA Customer Experience Management service line. He has over 30 years of experience applying data to solve business challenges, equipping clients to deliver targeted, personal experiences.
Azlan Raj is Chief Marketing Officer for Merkle and dentsu's EMEA Customer Experience Management service line. He positions and works across all of dentsu's commerce, data, and technology platforms, including analytics, media, customer experience, content, and B2B.
Table of Contents
Foreword
Acknowledgments
Introduction: Rocking Horses Don’t Belong in Board Rooms
Part 1: The Principal
Chapter 1: The Peppered Moth
Chapter 2: The Chicken KPI
Chapter 3: The Queen’s Gambit
Part 2: The Crew
Chapter 4: Make Every Shot Count
Chapter 5: Row the Boat in Time
Part 3: The Season
Chapter 6: Turn Headwinds into Tailwinds
Chapter 7: It Will Rain on Your Parade
Chapter 8: Go for the Albatross
Conclusion
Epilogue
About the Authors
Index
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