The Number 1 Book on Branded Customer Experience

How Successful Companies Develop Loyal Customers and Increase Profits


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Book Synopsis

Experience My Brand takes the reader on a journey of how to analyze, design, and implement a branded CX. Practical and easily understood steps arm the reader with the tools to effectively implement transformational change and create a unique and sustainable experience for their customers.

Author Joe Tawfik presents an assured collection of valuable insights based on his 25-plus years in senior management, particularly as a CEO in the business services industry.

Tawfik believes that customer experience must become “embedded within a company’s DNA” to differentiate the organization in the age of digital disruption. The book addresses the largest challenge common to any business or government organization wanting to design and execute a customer experience program that is sustainable and differentiates them in the marketplace. Readers are provided with the specific know-how on how to implement strategic CX to achieve increased and long-term profits.

Readers will learn through detailed analysis and real-world illustrations how to:

• Analyze, Design, and Measure Customer Experience
• Implement Superior Customer Experience Initiatives
• Consider how Customer Experience will change and transform the future

Experience My Brand’s unique message makes it a must-have guide for senior managers and their teams who seek to strengthen this critical aspect of their businesses as well as anybody wanting to learn about this increasingly important field. Click to read the full executive summary of the book


Book Chapters

22 Chapters in 3 Parts

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Experience My Brand


“Experience My Brand is the perfect book for every C-level leader to
devour and implement.”Tim Searcy - CEO Catalyst Solutions

Author

Joe Tawfik has over 25 years senior management experience with 16 years as international CEO of business services companies. With over 10 start-ups under his belt Joe managed to lead and grow these companies using many of the customer experience strategies outlined in the book.

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CEM Skills Required

CX Strategist
100%
CX Analyst
95%
CX Researcher
100%
CX Journey Designer
100%
Change Manager
97%
CX Trainer
95%

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Consulting

Read the book? Are you excited by the possibilities but know you need some help designing or implementing your CX program? My consulting company can provide you with the support required to ensure your program has the best possible chance of achieving the type of branded experiences that will propel your organization ahead of the competition.

Our consultants are trained in our unique 30 stage methodology ensuring assistance at any stage of the process. Whether you are just starting out or need to fine-tune a particular component our team can help you. Our consultants have worked with organizations from all industry sectors spanning eighteen countries.

We work in all parts of the world and would love to learn how we can help take your CX project to new heights!

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Resources

In this section a collection of additional reading material to supplement the book is provided for free.

Chatbots Disrupt Contact Centres

In this report we examine the impact chatbots are likely to have on the Contact Centre industry. The advancements in AI technology have enabled chatbots to become commercially powerful digital workers able to perform advanced customer service and help desk tasks.


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CX Organizational Transformation

This paper provides an outline of the key components for consideration when implementing CX organizational transformation. It provides a summary of the type of methodology best suited for strategic CX transformation.


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The Art of Small in CX Differentiation

In this report we examine the importance of small details in the overall CX equation. Growing science in this area indicates the impact on customers both positively and negatively is much larger than once thought.


Read More

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