You probably know me through my feverish blogging about all things customer experience. Earlier this year, I was proud to be listed among the top 40 customer experience influencers of 2017.
For those who know me personally, you will be only too aware I have been living and breathing the customer experience profession for many years! As someone who has been around since the very beginning, it feels (finally) as though the business world is beginning to grasp the potential of putting customers front and centre in an organisation. We are getting through!
But we still need more people like you to join this growing movement! If this is something you aspire to do, whoever you are, regardless of your job title, this book has been written for you.
Why do we need another book?
Customer experience is a challenging career choice. I learned a long time ago that just because it’s obvious to you and me that putting people and customers first makes good business sense, does not mean it will be obvious to someone else.
For every one of us that has the luxury of working in organisations that want to listen, another ten of us will be faced with the prospect of having our ideas met with cynicism, or outright rejection.
I feel there's a need to talk a little less about theory, and more about the practical aspects of customer experience management. How do you write a CX strategy statement? How do you measure a customer journey? How can you create the right supporting culture to sustain it?
A large part of my message is that you need to understand not only the customers of a business, but the business itself. The raw materials – people, culture, business model, resources, and commitment - should always shape your approach.
Who is the book for?
This book is for anyone from frontline to boardroom - who wants to understand where they are now, and find the right way to move forward.
It is part practice handbook, part novel, and part therapy - I haven't edited out the failures and flops because they are an important part of the story I want to tell. Regrettably, it won't necessarily prevent you from banging your head against brick walls. But it will give you clarity on where the wall came from, how to knock it down, and who in your organisation can help you do that.
What do you need funding?
As a CX professional, I am very conscious that design can make or break the 'experience' of using a book.
There's some heavy lifting involved in customer experience management, and I want this book to pull its weight as a practitioners' guide. I don't want it to be acres of thick, dense words like many business books. I want it to be read and used. A trusted friend, which will stand by you for many years and become well-thumbed.
The funding will be split roughly 50/50 on content and design:
I have found a fantastic editor to create a logical, usable structure and flow for the book to organise my thoughts into a series of steps to guide you through. And arrange the publishing.
A fantastic copywriter to check for consistency, quality and help me validate references.
And a wonderful designer to work on the layout, produce models and frameworks clearly, and create space for notes, and checklists along the way. They will be in the book, but you will also be able to download them from my website as templates.
Success in customer experience is completely dependent on collaboration, so in true CX spirit I am crowdfunding this book, and looking for contributions from my network to make it as brilliant as it can be!
Your participation will help me cover the cost of design, provide content for the book, and the activities to publicise it, and hopefully give you some extra value in return.
What's it called?
I don't know yet! This seems to be the hardest part!! What I'd like to do - in the true spirit of collaboration - is ask for suggestions. I will shortlist them and ask my star contributor to pick their favourite one.
Thanks for reading,
Risks and challenges
This book will get published! And I want to do that before the end of this year.
The main risk is that I can't make it happen that quickly - whether that's a result of not being able to raise the funds, or things just taking a little longer than I hope.
But I will publish the book and you will see a return on your investment.Learn about accountability on Kickstarter
- (30 days)