Deliverers of Delight: Insights and Tools That Impact the Culture of Experience

If there's one thing you'll take from this book on customer experience, it's that there's no point to window dressing without purpose. You cannot put lipstick on a pig and think that will make things better. This book reinforces the notion that everyone is your customer. You need to serve everyone as you want to be served: it's a culture of experience that is needed in every sector of your business.

Personal insights, years of experience and interactions with key role players in the field of customer experience have been blended together to produce an easy-to-read and informative book. There are useful tips and tools to guide you through different areas of experience - not only that of your customers, but also that of your employees and, let's not forget, user and multichannel experiences too.

How you say hello to a customer determines how they say goodbye to you. This book drives that home. It sets out a structured formula (a simple one!) that'll keep you mindful of everything that affects the customer - that is, everyone - and their experience of you, your business and your products or services. It'll give you what you need to make sure you understand what it means to want more for your people and your customers.

The total experience is what it's about. Intention matters. And what you do matters. Deliverers of Delight shows you how to combine the digital world and the people in it, the creative aspects and the compliance obligations, the people and the processes. And it does so within a framework of values that will help you to create (and deliver) meaningful interactions that are delightful for all.