Eat Your Own Lunch

The B2B Client Experience Handbook, Second Edition

Nathalie Schooling, Brendon Bairstow-Klopper, Phillipa Mitchell

$61.95 $55.65

Paperback

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English

Nlightencx
17 May 2024

Behavioural economics; Management: leadership & motivation; Customer services

From Transactions to Relationships: Your Roadmap to CX Success Too often, businesses get so caught up in their own processes that they forget that their success depends on the people they serve. When you neglect your customers, you risk losing them to competitors and spending a fortune trying to replace them. On the other hand, when you make your customers feel valued, they'll reward you with loyalty, advocacy, and growth. If you were to draw back the curtain and take a peek at what goes on behind the scenes at an organisation that not only delivers exceptional client experiences but delivers them consistently, you would find a tightly interconnected network of carefully thought-through, designed, implemented, continuously monitored, measured, and refined closed-loop interactions - otherwise known as a customer experience (CX) strategy. The key to success lies not only in creating this framework but also in continuously polishing it to ensure that it adapts to evolving customer needs and expectations. By investing in a robust CX strategy geared towards client retention, risk mitigation, and identifying cross and up-sell opportunities, not only will you stay ahead of your competitors, but you will build lasting relationships, drive repeat business, and increase your bottom line. It's not about gimmicks or one-off surprises - it's about consistently delivering memorable, meaningful interactions at every stage of the customer journey. This practical handbook will give you the tools and insights you need to create a CX strategy that works for your business. We've skipped the jargon and the academia in favour of practical, actionable advice that you can start using right away. Whether you're a seasoned executive or a front-line employee, this book will help you understand what it takes to put your customers first and reap the rewards of a loyal, engaged customer base.

By: Nathalie Schooling, Brendon Bairstow-Klopper
Edited by: Phillipa Mitchell
Imprint: Nlightencx
Edition: 2nd ed.
Dimensions: Height: 229mm, Width: 152mm, Spine: 16mm
Weight: 417g
ISBN: 9780796167484
ISBN 10: 0796167486
Pages: 230
Publication Date: 17 May 2024
Audience: General/trade , ELT Advanced
Format: Paperback
Publisher's Status: Active

"Nathalie is an experienced customer service strategist, trainer, and improvement specialist with more than 25 years experience in the customer service and experience industry. She founded nlightencx in 2005, which she has grown into a multiple award-winning customer experience company, recognised as one of South Africa's leading CX enterprises. Her extensive experience in the South African corporate environment translates into a unique understanding of the challenges facing modern businesses and the increasingly competitive environment in which they have to operate - which allows her to apply proven customer service principles to help them overcome those challenges. In 2020, Nathalie was recognised as a top 150 global thought leader by the International Customer Experience Management Platform, Survey Sensum. In 2021, she was selected as one of the top Global CX influencers to follow by the international publication, The Awards Magazine, and was also featured in the CX Hall of Fame. Brendon Bairstow-Klopper has more than 18 years' experience across a number of customer service fields. His vast and diverse cross-sector background affords him an in-depth understanding of the expectations of clients and consumers.Brendon's strong strategic abilities and keen business insights give him the ability to convert theoretical knowledge into practical execution with successful outcomes. With a laser focus on the interventions needed to improve upon a customer experience, Brendon's sought-after expertise has successfully been translated into actionable strategies for various global clients. ""My favourite thing about CX is that when done right, it's constantly pushing you as a company to be better, to do more, and to be held accountable for the promise you make to your clients. I'm also a creative, and I love coming up with very specific ideas and tailored solutions for our clients. It's not a -one-size-fits-all fix, and that's what makes what we do so specialised and dynamic."" Phillipa Mitchell is an accomplished ghostwriter, editor and entrepreneur, and has worked in the bookselling and publishing industry for over two decades."

Reviews for Eat Your Own Lunch: The B2B Client Experience Handbook, Second Edition

"""Nathalie and Brendon have captured all CX elements and presented them in a manner that is useful for any business that is committed to its continuous improvement. Whether just getting started or already with a mature CX capability, I recommend Eat Your Own Lunch to help you on your way."" Anton De Wet - Chief Client Officer, Nedbank RBB ""Nathalie and Brendon's Eat Your Own Lunch is full of smart, memorable and deeply informed CX advice. These two experts offer ideas at all levels, from general ways to orient yourself (like seeing your business from a client's point of view) to specific procedures (such as customer journey mapping). Nathalie and Brendon ask important and provocative questions, provide links to online activities, and in many other ways, engage with their readers. They show in detail how a planned, purposeful and holistic approach to CX can lift your business - and their passion is inspiring!"" Greg Fried, Co-Director, Skillfully ""I ate up every word from the book! It reminded me again why I love what I do - so much. Nathalie and Brendon have a very effective approach to getting key concepts across in an easy-to-understand way. I appreciated the deep dive into employee satisfaction and experience - it is such a crucial aspect of CX strategy. I love the practical tools throughout the chapters! I know that seasoned CX practitioners, whether in B2B or B2C, and newbies will all get value from this book. And business leaders even more so. I can see CX'ers leaving copies of Eat your own Lunch strategically in the CEO's office."" Marnitz van Heerden, Head of Customer Success, Luno"