The Digital-first Customer Experience (seven Design Strategies From The World’s Leading Brands)

By (author) Wheeler Joe; Foreword by Bliss Jeanne
Short description/annotation
Create a digital experience that not only exceeds your customers'' expectations but turns them into advocates who won''t stop promoting your brand.
Description
The definitive guide to designing digital-first experiences customers love. In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale.
Table of contents

• • Chapter - 00: Introduction;
  • Chapter - 01: PART 1: The new 3 C’S
  • Chapter - 02: PART 2: The 7 design strategies
  • Chapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong
  • Chapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement
  • Chapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control
  • Chapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creation
  • Chapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning
  • Chapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiences
  • Chapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost
  • Chapter - 10: The 7 design strategies summary
  • Chapter - 11: PART 3: The playbook
  • Chapter - 12: Start by solving the right problems
  • Chapter - 13: Build your business case
  • Chapter - 14: The design process
  • Chapter - 15: Execute to scale
  • Chapter - 16: Epilogue
  • Chapter - 17: APPENDIX: CX/digital maturity assessment
  • Chapter - 18: APPENDIX 1: The CX/digital design accelerator

Review quote
"Joe Wheeler''s latest book hits a lot of my hot buttons: immersive experiences, customization at scale, flywheels of learning and of course digital technology. Get your highlighter out before you open it up and let Joe''s principles and case studies lead you in developing your own playbook for thriving in today''s Experience Economy."
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"A timely treasure for those who wonder whether, why and how ''digital'' fundamentally changes the customer experience, with an added bonus ''playbook'' for designing business models up to the task."
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"A must-read for managers looking to stay current on this rapidly changing topic. The book could not be more timely or useful!"
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"Joe''s book reminds us that in a digital-first world, our people have never been more important. That the brands customers love understand how to design experiences that create enduring value for employees, customers and shareholders. I highly recommend it."
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"Creating a best-in-class digital experience requires a design that resonates with your consumers. This book focuses on the role of design and the importance it plays in creating the deepest relationship with your consumer and the impact that is possible for your business."
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