The B2B Client Experience Handbook
By Nathalie Schooling and Brendon Bairstow-Klopper
The authors have drawn on their expertise in customer experience (CX) strategy development, training, customer journey mapping and experience redesign, plus two decades of research (1000s of targeted, in-depth telephonic interviews) to create the ultimate how-to CX handbook, called Eat Your Own Lunch.
The handbook is essential reading for any business seeking to bridge the gap between doing business and authentic, deeply valuable human engagement that meets the expectation premium of investors: that current and future customers will rave about every single aspect of their experiences in dealing with the firm.
Consistent experience is important
Eat Your Own Lunch is aimed at business executives and managers wanting to know how to practically apply CX within their business, as well as those who already have a CX Journey focus.
It is intentionally accessible, with the methodologies outlined in an easy-to-read style, intended for use by everyone working in an organisation, not only those in client-facing roles.
“If delivering a great, consistent experience is important, then efforts have to be driven right through the organisation and should not rest in one silo. It requires cross-functional understanding, commitment, and input from all departments from Business Development to Operations, Governance, Compliance, Finance etc.“
– Nathalie Schooling
It’s not a Band-aid, or a marketing project. Great CX has to become part and parcel of the very fabric/DNA of your business.
Chapters in Eat Your Own Lunch cover:
- Why Invest in CX?
- CX Myths and Maturity
- Leadership is Everything
- The 8 Key CX Principles
- CX Formula (which covers, among other things, Customer Journey Mapping)
- Governance
- Changing CX Culture
- How to Keep your CXX Strategy Alive
Why ‘Eat Your Own Lunch’? From a business perspective, it’s surprising how difficult it is to see the organisation from the outside-in, as a client would. Simple or obvious things that go unnoticed can have a huge impact on overall client experience.
“In our world, ‘eating your own lunch’ means proactively taking steps to understand exactly what it is like to do business with yourself.”
– Brendon Bairstow-Klopper
It also touches on the difference between client service and client experience: if you prepare a lunch, even if you serve it beautifully, you’re not going to know what it tastes like unless you eat it yourself.
About the author
Nathalie Schooling 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 recognized as a top 150 global thought leader by the International Customer Experience Management Platform, Survey Sensum. In 2021, she was selected 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 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.
- PUBLISHER | nlightencx |
- Recommended Retail Price | R350.00 |
- Classification | Marketing |
