The Experience-Centric Organization

Preface

Preface

Who This Book Is For

This book is for anyone who understands the importance of the customer experience and is looking to take the next steps toward delivering truly great experiences. It offers a framework for how to get your organization structured to be able to deliver upon the experiences you want to provide. The book allows you to find your position on the stepwise transition toward experience centricity, and guides you in what you can do as an organization to make the next step up.

Why I Wrote This Book

I have been fixated upon delivering memorable customer experiences for 30 years and have come to understand that this is an organizational imperative, rather than something that can be fixed through a single project mandate. As a voracious reader, I found myself increasingly frustrated that many books talked about the importance of the customer experience, but few actually helped you design these experiences. Not only this, but they neglected to describe how you should transform your organization to deliver the great experiences you want to deliver. I kept finding myself working with leadership teams who were saying, “We know this is important, but how can we do this? How can we design the company to be able to comfortably deliver great experiences?” There, the literature comes up short, and that is the reason why this book was written.

I am a join-the-dots kind of person, seeing connections, patterns, and trajectories all around me. I have seen several waves ...