The Way to Customer-First

Digital
Customer-First
Transformation System

Customer-first is a mindset and operational philosophy that prioritizes creating great customer experiences over everything else. The Digital Customer-First Transformation System, comprised of 7 Models and a variety of Workshops, helps organizations learn how to amplify their digital and social strategies to this end. Our six models serve to align organizations to a common vision across teams, business units, locations, and customer touchpoints – capturing and creating value all along the way.

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Where customers call the shots

How do you scale the ability to engage with connected and empowered customers who control how they interact with your brand? How do you maintain a single brand voice across all of your functional teams, such as marketing and customer service?? It’s not by using a collection of point solutions cobbled together. It takes an integrated, purpose-built system of engagement which enables all customer-facing employees to focus on customer needs. This book helps you re-think your approach in the new world.

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Ready to do it right?

The human touch goes both ways. Before business leader, before soccer dad, before super mom, before anything else, we are human first. It’s in our nature to connect. But it’s not always as easy as we’d like. This book is a guide for doing it right.

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How much does it hurt?

Companies that don’t put customers first have a hard time getting social engagement right. The results can be brutal: increased churn, lost sales, higher costs, missed opportunities, and worse. This book covers some of the most common challenges companies face on their customer-first journeys.

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Dive in

While some people thrive on the big picture, others thrive down in the weeds. By digging into the bits and bytes, we can further understand how and why interactions between organizations and people happen the way they do. This book helps familiarize the technical complexities of enterprise engagement.

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