Praise for The Customer Experience Book

‘A terrific book that brings to all organisations which care about customer experience pragmatic and valuable solutions to become customer intelligent.’

Eric Chang, President, ICBC-AXA Life Assurance, China

‘An excellent guide to the why, what and how of implementing great customer experience. It approaches the subject from both the organisation’s and the channel’s perspective, providing plenty of useful examples of what to do and what to avoid. A must read for anyone in business looking to improve their situation.’

Jerry Smith, President and CEO, OgilvyOne Worldwide, Asia Pacific

‘Intelligent, practical and entertaining The Customer Experience Book should be required reading for every pensions professional concerned about member experience and communications.’

Jane Newell DBE, Chair, John Lewis Partnership Pensions Trust

‘Pennington has accomplished something important and noteworthy – making “customer experience” something companies can methodically do, manage and improve. This is an insightful and practical book by a leading authority on the subject.’

Martha Rogers, Ph.D., Trustability Metrix and Peppers & Rogers Group, co-author of Extreme Trust and Managing Customer Experience and Relationships

‘A great read. Packed full of practical and insightful ways to transform your customer’s experience.’

Mike Westcott, Group HR Director, National Grid

‘A comprehensive and modern approach to tackling customer experience the best guide I have read.’

Diana Cawley, CEO, Asia Pacific, Geometry Global

‘The Customer Experience Book is a brilliant consolidation of the key steps you need to collect and utilise customer intelligence for competitive advantage. It speaks to the how, what, when, where and why of putting the most critical part of your organisation – your customer – in the centre of your culture and then allowing that knowledge to drive your strategy through execution. Alan takes the critical steps and makes them clear and concise so that you can apply them to your particular organisation, regardless of industry or size. Well done!’

Valerie Peck, CEO, SuiteCX and East Bay Services Group Consulting

‘As customers, we have all been let down. As business leaders, this book shows us the true value of what companies are losing by those let-downs. Luckily it also provides a clear road map to avoid the same mistakes in the future. As a customer and a marketer, I can’t wait to benefit!’

Richard Pinder, CEO International, Crispin Porter and Bogusky

‘An excellent guide – it explains the “What is it?” and “Why is it important?” but, critically, delivers the “How do I do it?” so you can really focus on transforming your customer experience. As a CFO and CEO, it’s invaluable to help cut through some of the noise that usually accompanies this subject.’

Adrian Bradley, former CFO and CEO, real estate and asset management, Jumeirah Group

‘A clear and very well written introduction to the world of customer experience. A book that all c- level directors must read, especially those who operate in a B2C environment, as this is the most important area of development in the business world.’

Richard Hodsden, CFO

‘This book really gets to the practical realities of creating real competitive advantage through customer experiences we would all want to have. It bridges that gap between deciding it’s the right thing to do and knowing what to do next with practical ideas and real-life examples. A must read for anyone who cares about their customer.’

Emma Judge, Founder, Positive Organisations