{"id":19302,"date":"2020-04-29T17:17:00","date_gmt":"2020-04-29T17:17:00","guid":{"rendered":"https:\/\/try.experience.com\/resources\/?p=19302"},"modified":"2021-09-08T16:40:33","modified_gmt":"2021-09-08T16:40:33","slug":"new-book-outlines-how-to-design-a-winning-customer-experience-strategy-in-nine-steps","status":"publish","type":"post","link":"https:\/\/try.experience.com\/resources\/new-book-outlines-how-to-design-a-winning-customer-experience-strategy-in-nine-steps\/","title":{"rendered":"New Book Outlines How to Design a Winning Customer Experience Strategy in Nine Steps"},"content":{"rendered":"\n

San Ramon, Calif. \u2013 April 29, 2020<\/strong> \u2013 Airbnb, Apple, Uber and Zappos have mastered it. Fortunately, you don\u2019t have to be a leading national brand to deliver a great customer experience. In a new book, SocialSurvey Chief
Executive Officer, Scott Harris, uncovers what it takes for any business to achieve consistent five-star reviews and win locally by building a winning customer experience (CX) strategy in nine steps.
According to Harris, the idea for the book came from repeated questions on the topic from frustrated business executives after his presentations at industry conferences around the country. \u201cEveryone knows they need to
deliver a great customer experience, but they don\u2019t know how to design a strategy that makes it possible,\u201d said Harris. \u201cThat\u2019s all laid out in my book.\u201d
In \u201cCreate WOW Customer Experiences: CX 2.0\u201d Harris outlines why businesses today need to shift from a traditional, passive \u201cdata at rest\u201d approach to be more proactive and leverage \u201cdata in motion\u201d in real-time.
Harris believes automation is the key to driving great business outcomes and a way to turn customers into fanatics and employees into advocates.
Harris devotes a chapter each to nine simple rules that businesses can follow to design their own winning CX strategy: (1) Focus on the most impactful interactions, (2) Start with behavior, (3) Drive business outcomes, (4) Wherever possible, automate, (5) Escalate and resolve issues, (6) Manage content and consistent data, (7) Collect and share feedback, (8) Create a virtuous cycle, and (9) Make data-driven decisions. \u201cThis is the new how-to-guide for business leaders who want to build a legendary and enduring customer experience that matters,\u201d said David Kawata, CEO of Docitt. \u201cIt’s not luck, it’s a formula and it’s all here.\u201d Scott Harris has 25 years of experience building marketing technologies focused on people and relationships with the goal of creating WOW moments for customers, employees and partners. In 2015, he launched SocialSurvey, a fully automated experience management platform that empowers businesses to put data in motion to drive real-time outcomes. He teaches on the subjects of customer experience and experience management and is a frequent industry speaker.<\/p>\n\n\n\n

S O C I A L S U R V E Y . C O M<\/strong><\/p>\n\n\n\n

\u201cCreate WOW Customer Experiences: CX 2.0\u201d by Scott Harris is now available for $9.95 from Amazon.com. About SocialSurvey SocialSurvey is a rapidly growing provider of experience management software. Using its integrated, cloudbased platform and customizable processes, any business can manage customer and employee experiences across their products, locations and brand(s). By driving behavioral change, SocialSurvey delivers impactful business outcomes including increased customer satisfaction, brand loyalty, online reputation and visibility, as well as improved employee engagement, and compliance. Founded in 2015, SocialSurvey is headquartered in San Ramon, Calif. and backed by Kennet Partners LLC., Silicon Valley Data Capital, Tri-Valley Ventures, and Wilson Sonsini Goodrich & Rosati. For more information, visit www.socialsurvey.com or call +1 (888) 701- 4512.<\/p>\n\n\n\n

Media Contact
Michael E. Donner
Chief Marketing and Digital Officer
mdonner@socialsurvey.com<\/p>\n","protected":false},"excerpt":{"rendered":"

San Ramon, Calif. \u2013 April 29, 2020 \u2013 Airbnb, Apple, Uber and Zappos have mastered it. Fortunately, you don\u2019t have to be a leading national brand to deliver a great<\/p>\n

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