Les meilleurs livres sur l’Expérience Client

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Les meilleurs livres sur l’Expérience Client

Notre sélection de livres au service de l'Expérience Client

Voici notre sélection de livres que nous vous invitons à découvrir, sur l'Expérience Client.

Esprit de service passer du marketing au management de l’expérience client


Demain aucune entreprise, aucune organisation ne pourra l’ignorer : l’Esprit de Service est une nécessité. Les entreprises qui le déploient aujourd’hui gagnent en compétitivité, en se différenciant et en co-créant de la valeur. Le Groupe La Poste, mais aussi Axa, Leroy Merlin, ErdF, Sfr, Orange, Société Générale, Air France, Ratp, Vinci, Monoprix et tant d’autres l’ont compris. L’importance accrue du service et des services ainsi que l’impact des nouvelles technologies modifient profondément et définitivement la relation entre l’entreprise, les clients, les collaborateurs, les partenaires et les actionnaires.
Fondé sur les principes de co-construction, d’écoute, de confiance, d’engagement et d’équilibre des attentions à l’égard des clients et des collaborateurs, le modèle Esprit de Service met en exergue au-delà du service lui-même l’enjeu déterminant de la relation. Véritable démarche de transformation, il donne un cadre de référence tout à la fois culturel, stratégique et opérationnel au management de l’expérience client et positionne désormais le principe de transversalité au coeur de la démarche d’excellence des organisations.
Xavier Quérat-Hément, Directeur Qualité du Groupe La Poste, apporte avec cet ouvrage une expérience unique : celle d’un praticien qui a été l’initiateur et le porteur de ce projet de service au sein du Groupe La Poste. Pourquoi l’esprit de Service ? Comment se définit- il ? Comment le construire ? Comment le déployer ?
Dans ce livre, Xavier Quérat-Hément explique comment les principes d’action de l’Esprit de Service permettent aux entreprises de se transformer et d’accompagner les révolutions du quotidien que portent les nouvelles pratiques des consommateurs et des collaborateurs.
Pas de solutions miracles, mais une nouvelle approche et des repères pour guider cette aventure profondément humaine et entrepreneuriale qui rassemble collaborateurs, clients et managers.

 

https://www.amazon.fr/Esprit-service-marketing-management-lexpérience/dp/2362331377

L’esprit de service: Manager la transformation ou disparaître

L’objectif de ce livre est d’encourager et de faire connaître la notion de qualité de service et de montrer comment elle permet à l’entreprise de gagner en compétitivité et de se transformer.

Le livre donne des outils pratiques pour diagnostiquer le sens du service d’une entreprise, donner les clés pour travailler sur le parcours client (design de service) et mettre en oeuvre l’esprit de service.

Il est illustré de nombreux exemples et conseils en s’appuyant notamment sur l’expérience de La Poste qui a complètement transformé les bureaux de poste.

https://www.amazon.fr/Lesprit-service-Manager-transformation-disparaître/dp/2212565364

 

 

 

 

 

 

 

 

Objectif client : Les 7 clés d’une expérience client réussie

Aujourd’hui, il n’appartient plus aux entreprises de définir ce que veulent les clients ; ce sont les clients eux-mêmes qui décident ! Pour faire face à cette nouvelle donne et prendre une longueur d’avance sur leurs concurrents, les organisations doivent repenser leur manière d’agir en adoptant le point de vue des clients. Cette évolution, qui bouleverse les modèles d’affaires classiques du B2B et du B2C, marque l’avènement d’une ère nouvelle dans laquelle les clients prennent le contrôle de la relation : le Me2B. Désormais, ce sont eux qui indiquent quels produits et services ils attendent, la manière dont les interactions doivent se dérouler et le prix qu’ils sont disposés à payer.

En s’appuyant sur des études de cas qui illustrent les meilleures pratiques (Zappos, Amazon, vente-privée, etc.), mais aussi de mauvaises expériences, Bill Price et David Jaffe expliquent comment parvenir à une expérience Me2B réussie.

Pour cela, ils proposent une méthodologie originale, axée sur la satisfaction des «sept besoins fondamentaux des clients». Susceptible d’être mise en oeuvre par toute organisation, cette méthode décrit à la fois les obstacles à surmonter et les principes à appliquer pour construire une relation d’excellence, et donc durable, avec vos clients.

https://www.amazon.fr/Objectif-client-clés-expérience-réussie/dp/2744066362

L’Entreprise humaniste : Le management par les valeurs

Les entreprises évoluent et les préoccupations de leurs dirigeants également, le rôle de l’entreprise n’étant plus simplement de produire un bien ou un service.

Cette fonction première fait dorénavant partie d’un cadre plus large, celui de la responsabilité sociétale des entreprises. C’est pourquoi la place des femmes et des hommes qui les composent est en pleine mutation et que certaines entreprises ont déjà compris qu’ils étaient leur richesse première.

Alors, l’humain serait-il en train de prendre la première place ? Pas tout à fait et le chemin sera long.

Pour ceux qui ont envie d’une entreprise plus humaniste, ce livre aux apports de multiples consultants vous fera vous poser les bonnes questions et l’exemple concret de Châteauform’ vous permettra de réaliser que l’entreprise humaniste peut exister !

https://www.amazon.fr/LEntreprise-humaniste-management-par-valeurs/dp/2729877363

 

 

 

L’entreprise du bonheur

« Ce livre est drôle, vrai, important et utile. Tout comme Tony. »
Seth Godin, auteur de Tribus

Pour développer Zappos entreprise américaine de vente en ligne de chaussures devenue légendaire dans le monde entrepreneurial Tony Hsieh n’a pas misé sur les profits et les rendements. Il a mis au coeur de ses préoccupations le bonheur de ses employés et de ses clients. Cette culture d’entreprise passionnée et différente a fait de Zappos un modèle de succès : son chiffre d’affaires a atteint 1 milliard de dollars en moins de dix ans. Et en 2009, Zappos est entré dans le giron d’Amazon : une transaction de 1,2 milliard de dollars !

Dans ce livre passionnant, Tony Hsieh partage les leçons qu’il a apprises durant son parcours. À l’aide de nombreuses anecdotes, il montre que le bien-être des gens n’est pas qu’un objectif noble mais un formidable générateur de succès, et il donne une foule de conseils pour appliquer sa formule gagnante à n’importe quelle organisation : étonner le client par la qualité du service, être drôle et un peu insolite, créer une équipe constructive et animée par un esprit de famille, etc.

« Ce livre est génial.
Intensément personnel et intensément pratique. »
Tim Ferriss, auteur de La semaine de 4 heures

https://www.amazon.fr/Lentreprise-du-bonheur-Tony-Hsieh/dp/2848994878

L’expérience client: Le design pour innover – L’humain pour créer du lien – Le collaboratif pour accompagner le changement

L’expérience client est l’ensemble des interactions perçues par le client, avant, pendant et après l’achat.
Pratiquée depuis une quinzaine d’années dans les pays anglo-saxons et dans le nord de l’Europe, l’expérience client est au coeur de la réussite d’entreprises emblématiques comme Air BnB, Starbucks, IKEA qui ont su innover avec des approches plus connectées aux besoins des clients et créer une plus grande proximité avec la marque.

De manière inédite en France, cet ouvrage traite le sujet comme une nouvelle discipline de gestion et envisage l’expérience client comme un changement de paradigme.

Il offre un cadre stratégique et opérationnel avec une m »thodologie structurée en 7 étapes pour créer dans l’entreprise les conditions favorables à son déploiement.

https://www.amazon.fr/Lexpérience-client-collaboratif-accompagner-changement/dp/2212562314

L’expérience: Le nouveau moteur de l’entreprise

Voici venir le nouveau modèle d entreprise de croissance : l entreprise de l expérience. Après l ère de l entrepreneuriat fondé sur un actif 100% technologique, puis celle de la publicité et la marque, nous entrons dans l ère de la croissance durable basée sur l expérience de vie que l entreprise construit pour les hommes.

Les auteurs proposent une méthodologie d évaluation de l expérience actuelle de l entreprise, puis de création de son expérience de demain, à l aide d approches multiculturelles mêlant sciences humaines et design.

Selon Christophe Rebours et Inès Pauly, en centrant avant tout sa vision et son organisation sur les hommes, en s appuyant sur l observation de leurs comportements, l entreprise de l expérience identifie les véritables besoins d innovation les plus porteurs de croissance.

L entreprise de l expérience crée de la valeur à la fois pour elle et ses clients, mais aussi pour toutes ses parties prenantes.

Elle garantit le bien-être de ses collaborateurs et de tous les hommes de son écosystème social.

https://www.amazon.fr/Lexpérience-nouveau-lentreprise-Christophe-Rebours/dp/2354562454

 

Satisfaction, fidélité et expérience client: Être à l’écoute de ses clients pour une entreprise performante

Dans un environnement concurrentiel de plus en plus fort, les entreprises se doivent de mettre le client au coeur de leurs préoccupations.

Mais comment savoir si ses clients sont satisfaits ?

Comment répondre à leurs attentes et les fidéliser ?

Grâce à une expérience de plus de 30 ans de conseil auprès de moyennes et grandes entreprises, l’auteur propose une réflexion ainsi que des outils méthodologiques et pratiques pour mener une étude de satisfaction client, en tirer les bonnes conclusions et agir en conséquence avant de définir une stratégie de fidélisation des clients.

https://www.amazon.fr/Satisfaction-fidélité-expérience-client-performante/dp/2100743104

The Experience Economy, Updated Edition

In 1999, Joseph Pine and James Gilmore offered this idea to readers as a new way to think about connecting with customers and securing their loyalty. As a result, their book The Experience Economy is now a classic, embraced by readers and companies worldwide and read in more than a dozen languages.

And though the world has changed in many ways since then, the way to a customer’s heart has not. In fact, the idea of staging experiences to leave a memorable—and lucrative—impression is now more relevant than ever. With an ongoing torrent of brands attacking consumers from all sides, how do you make yours stand out?

Welcome to the new Experience Economy. With this fully updated edition of the book, Pine and Gilmore make an even stronger case that experience is the missing link between a company and its potential audience. It offers new rich examples—including the U.S. Army, Heineken Experience, Autostadt, Vinopolis, American Girl Place, and others—to show fresh approaches to scripting and staging compelling experiences, while staying true to the very real economic conditions of the day.

https://www.amazon.fr/Experience-Economy-Updated-Joseph-Pine-ebook/dp/B0054KCGCG

X: The Experience When Business Meets Design

Welcome to a new era of business in which your brand is defined by those who experience it.

Customer experience is the new marketing and it s also one of the hottest trends in business right now. Also known as CX, executives, strategists, and agencies alike are learning that the digital customer is notably different than the traditional customers before them. Expectations, the technology they use, how and where they make decisions and what it is they value is forcing strategists to rethink and redesign the customer journey for a multiscreen world.

While rife with challenges, CX represents a life–saving opportunity for businesses to earn relevance among a new generation of connected customers. But what is an experience?

Believe it or not, it s more than creative marketing or exceptional customer support.

An experience is a physical and emotional connection between brand and customer throughout the relationship lifecycle.

An experience is the brand and it is aspirational.

An experience is a great product, its packaging and its performance over time.

An experience is delightful sales and service.

An experience is everything and an experience is intentional by design

The reality is that people are going to have an experience. The question is have we actually defined what it is and what it should look like, feel like, and how it enchants our senses and sensibilities? Or do you just leave it to chance?

The problem is that experiences today are disjointed simply because everyone has a different answer to what an experience is or should be.  And worse, people who lead customer engagement across different touchpoints don t collaborate or communicate today.

Without design, experiences are indeed left to coincidence and there s no need, benefit or glory in happenstance.

To compete for the future, to earn a competitive advantage and to build relevance into more meaningful and fruitful relationships, takes experience architecture.

In his new book X, Brian Solis shares more than the importance of experience; he teaches readers how to design a desired, meaningful and uniform customer experience in every moment of truth.

Solis introduces the rise of experience architecture and helps readers shift from a reactive to proactive approach to CX that borrows in a fun and informative way from the art and science of:

  • User Experience (UX)
  • Human–Centered Design
  • Hollywood Storytelling
  • Game Theory
  • Transportation Engineering
  • Storyboarding
  • Apple s approach to experience architecture

In X, Solis introduces a framework that will help anyone answer the question « What is an experience? »

Business, meet design.

https://www.amazon.fr/Experience-When-Business-Meets-Design/dp/1118456548

UX for Lean Startups: Faster, Smarter User Experience Research and Design

Great user experiences (UX) are essential for products today, but designing one can be a lengthy and expensive process. With this practical, hands-on book, you’ll learn how to do it faster and smarter using Lean UX techniques. UX expert Laura Klein shows you what it takes to gather valuable input from customers, build something they’ll truly love, and reduce the time it takes to get your product to market.

No prior experience in UX or design is necessary to get started. If you’re an entrepreneur or an innovator, this book puts you right to work with proven tips and tools for researching, identifying, and designing an intuitive, easy-to-use product.

  • Determine whether people will buy your product before you build it
  • Listen to your customers throughout the product’s lifecycle
  • Understand why you should design a test before you design a product
  • Get nine tools that are critical to designing your product
  • Discern the difference between necessary features and nice-to-haves
  • Learn how a Minimum Viable Product affects your UX decisions
  • Use A/B testing in conjunction with good UX practices
  • Speed up your product development process without sacrificing quality

https://www.amazon.fr/UX-Lean-Startups-Experience-Research-ebook/dp/B00CMFJZ1Q

 

 

Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics

 

Measuring the User Experience was the first book that focused on how to quantify the user experience. Now in the second edition, the authors include new material on how recent technologies have made it easier and more effective to collect a broader range of data about the user experience.

As more UX and web professionals need to justify their design decisions with solid, reliable data, Measuring the User Experience provides the quantitative analysis training that these professionals need. The second edition presents new metrics such as emotional engagement, personas, keystroke analysis, and net promoter score.

It also examines how new technologies coming from neuro-marketing and online market research can refine user experience measurement, helping usability and user experience practitioners make business cases to stakeholders. The book also contains new research and updated examples, including tips on writing online survey questions, six new case studies, and examples using the most recent version of Excel.

  • Learn which metrics to select for every case, including behavioral, physiological, emotional, aesthetic, gestural, verbal, and physical, as well as more specialized metrics such as eye-tracking and clickstream data
  • Find a vendor-neutral examination of how to measure the user experience with web sites, digital products, and virtually any other type of product or system
  • Discover in-depth global case studies showing how organizations have successfully used metrics and the information they revealed
  • Companion site, www.measuringux.com, includes articles, tools, spreadsheets, presentations, and other resources to help you effectively measure the user experience

https://www.amazon.fr/Measuring-User-Experience-Collecting-Presenting/dp/0124157815

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine Format

A Customer Experience Roadmap to Transform Your Business and Culture

Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.

And it will take years off your learning curve.

Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers.

1. Manage and Honor Customers as Assets

2. Align Around Experience

3. Build a Customer Listening Path

4. Proactive Experience Reliability and Innovation

5. One Company Accountability, Leadership & Decision Making

Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning.

Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine.

Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view.  Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners.  She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).

https://www.amazon.fr/Chief-Customer-Officer-2-0-Customer-Driven-ebook/dp/B00TWK3Q3M

 

Measuring Customer Experience: How to Develop and Execute the Most Profitable Customer Experience Strategies

‘Phil knows what it takes to win. And that is exactly what Measuring Customer Experience provides to managers who want their companies to win through building strong relationships with customers.’ -Timothy Keiningham, PhD, Global Chief Strategy Officer and Executive Vice President, Ipsos Loyalty; Bestselling Author of The Wallet Allocation Rule and Why Loyalty Matters ‘Dr Phil Klaus’s investigation and findings on how to measure and improve Customer Experience addresses one of the most pressing issues for marketeers and businesses today. His erudite approach to the subject breaks new ground with the EXQ technique being one that will in due course filter down into the practice of advanced marketeers.’ -Crispin Rogers, Director Targeted Marketing, Visa Europe ‘Move past individual customer service with this systematic ‘next-practice’ guide to thinking beyond the simple transaction, enhancing your total customer experience and increasing profitability.’ -Ian Di Tullio, Director Loyalty Marketing , Air Canada ‘This book provides a useful roadmap, addressing the pressing questions managers face: Where are we currently in terms of managing and measuring customer experience? Where do we want to be? And most important, how do we get there?’ -Katherine N. Lemon, PhD, Accenture Professor of Marketing, Chair, Marketing Department, Carroll School of Management, Boston College « We know that customer loyalty is one of the most important drivers for the business performance, particularly at a professional service firm. However, we didn’t know what exactly affected it. Through dedicated research, Phil clearly demonstrated the solution by presenting the conceptual model and measurement tool. This is an excellent book and I strongly recommend this to all the executives involved in measuring everything related to customers.  » -Dr. Junichi Kato, Managing Director TMF Group Japan –Palgrave

https://www.amazon.fr/Measuring-Customer-Experience-Profitable-Strategies/dp/1137375450

Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service

This book is jam-packed with concrete ideas for companies to improve customer experience. With every idea, I kept thinking, “Why don’t more companies do this?” Manufacturing, tech, retail—all industries can learn from this book.

Not only does Goodman offer research-based insights on new customer expectations, he goes the extra mile explaining HOW to implement CE improvements.

The strategies always come with practical ideas on how to follow them. Even better, he gives tons of examples of companies that tried these strategies and how those turned out. Excellent resource I’ll refer to again and again.

https://www.amazon.fr/Customer-Experience-3-0-High-Profit-Strategies/dp/081443388X

 

 

 

 

 

 

 

 

The 5-Star Customer Experience: Three Secrets to Providing Phenomenal Customer Service

 

The modern age bible for building corporation level customer experience.

Boost Revenues with Top-Notch Customer Experience!

Get the digital version of this book for FREE when you purchase a paperback copy!

Do you know the value of exceptional customer experience?

Do you want to optimize your customer experience blueprint?

Would you like to streamline your operations with customer journey mapping?

When you read Dr. Janne Ohtonen’s The 5-Star Customer Experience, you’ll discover the three secrets of providing a phenomenal customer experience. This fascinating guidebook helps you understand your current level of experience – and what you can do to improve and excel!

https://www.amazon.fr/5-Star-Customer-Experience-Providing-Phenomenal/dp/1524653659

 

 

 

 

Outside In: The Power of Putting Customers at the Center of Your Business

What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its growth potential? What surprising insights helped the Mayo Clinic better serve both doctors and patients?

The solution in each case was a focus on customer experience, the most powerful—and misunderstood—element of corporate strategy today.

Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew twenty-two percent.

In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage. But how to excel at it?

Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem—proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, lawyers, and programmers, as well as the policies, processes, and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.

https://www.amazon.fr/Outside-Putting-Customers-Center-Business/dp/1477800085

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Les meilleurs livres sur l'Expérience Client
Article Name
Les meilleurs livres sur l'Expérience Client
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Voici notre sélection de livres que nous vous invitons à découvrir, sur l'Expérience Client.
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Onopia
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By | 2017-10-03T10:48:05+00:00 juillet 12th, 2017|Livres, News|0 Comments

About the Author:

Onopia is a strategy consulting boutique specialized in Business Model Innovation, Design Thinking & Disruptive Strategy. We help industry leaders to reinvent their strategy, products, services and create innovative business models.

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