{"title":"Alex Allwood","description":null,"products":[{"product_id":"customer-empathy-book-alex-allwood-9781925921656","title":"Customer Empathy","description":"\u003cp\u003eStart leveraging the most under-utilised and powerful human resource in business today--Customer Empathy.\u003c\/p\u003e\u003cp\u003eGlobal performance reports show that current customer experience (CX) practices are failing organisations and their customers. Promised returns of enhanced customer value, competitive differentiation and CX as a driver of sustainable growth are not being fully realised--at best, there is only incremental gain for most organisations. As it stands, customer experience management and design is overdue for radical intervention.\u003c\/p\u003e\u003cp\u003eTwo time author and leading authority on Customer Experience, Alex Allwood asks why, with so many organisations investing vast amounts of energy and effort into customer experience excellence, is there at best, only incremental gain? How might we change the status quo to benefit customers, employees and businesses?\u003c\/p\u003e\u003cp\u003e\u003cem\u003eCustomer Empathy\u003c\/em\u003e is a powerful human resource for positively impacting customer experience excellence that until now has been largely overlooked. Alex Allwood outlines her framework, methods and tools to switch on and scale customer empathy to solve the common customer experience management problems of low organisational commitment, poor alignment of cross-functional teams, and competing agendas and priorities.\u003c\/p\u003e\u003cp\u003eCustomer empathy helps leaders and employees to see the customer's world differently. Doubling down on CX practices by switching on customer empathy to create deeper understanding, more meaningful connection, align and unite teams and enrich decision making to benefit customers, employees and the business.\u003c\/p\u003e","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49594402898193,"sku":"GOR012985810","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ NEW \/ INGRAM","offer_id":51055040397585,"sku":"NIN9781925921656","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ WELL_READ \/ INTERNAL","offer_id":51372147966225,"sku":"GOR014243817","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1925921654.jpg?v=1750965460"},{"product_id":"customer-experience-is-the-brand-book-alex-allwood-9780994343383","title":"Customer Experience Is the Brand","description":"\u003cp\u003eYour customer is now in the driver's seat. They're super-connected, influential within their social networks and have high expectations that their brand interactions will be personalised, contextual and device relevant.\u003c\/p\u003e \u003cp\u003eBrands are facing a highly competitive and commoditised marketplace, where product and service innovation is short-lived and competitive offerings are quickly duplicated, leaving little or no differentiation between one brand and the next.\u003c\/p\u003e \u003cp\u003eTo succeed, your brand will need to build an organisation-wide, customer-first culture where customer needs are consistently met, brand promises are kept, and every touchpoint throughout the customer journey delivers a positive experience that customers want to talk about with their peers.\u003c\/p\u003e \u003cp\u003eCustomer Experience is the Brand has been written for brand leaders to bridge the gap between yesterday's marketing and the next evolution of the brand: customer experience.\u003c\/p\u003e \u003cp\u003eAlex Allwood is a businesswoman and entrepreneur who believes that great experiences get people talking. For over twenty years she has helped brands grow by creating simple, feel-good customer experiences that people want to talk about and share with their peers.\u003c\/p\u003e","brand":"WoB","offers":[{"title":"US \/ GOOD \/ SBYB","offer_id":50375855341841,"sku":"CIN0994343388G","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0994343388.jpg?v=1750982185"}],"url":"https:\/\/www.worldofbooks.com\/collections\/author-books-by-alex-allwood.oembed","provider":"World of Books ","version":"1.0","type":"link"}