In a rapidly evolving digital landscape, consumers expect more. Even with the array of data available, the need for a personalized and human-centric approach remains at the core of effective customer relations.
Chris Hood, a former Google platform innovation and digital strategy expert with over 35 years of experience in business development, delves into this dynamic interplay in 'Customer Transformation.' As a thought leader, Hood develops a comprehensive guide for leaders to transform processes, organizational culture, and technologies to align with their customers' ever-evolving needs and aspirations.
The book lays out a groundbreaking seven-stage strategy for attaining customer alignment. This journey commences from a deep empathetic understanding of the customer's perspective, incorporates the strength of people interfaces, and culminates with transformation alignment to ignite business value.
'Customer Transformation' demystifies the critical components for leveraging empathy, innovation, and digital acceleration, the cornerstones of today's most prosperous businesses. The book provides more than just a strategy; it is a blueprint for nurturing dynamic, long-term relationships that are adaptable and evolve with changing customer needs.
Using case studies from industry powerhouses like Disney, Zebra Technologies, Uber, Bank of America, Shark Tank, Anheuser-Busch, ING Bank, Google, Lego, and more, Hood provides practical insights into successful customer relationship transformation. He presents a lucid model for infusing an "emotional" layer into any digital strategy to enhance consumer engagement and loyalty.
As consumer needs, preferences, and expectations shift at an unprecedented rate, businesses must adapt and realign with these changes to retain market relevance. 'Customer Transformation' equips executive leadership, entrepreneurs, directors, and decision-makers with the tools needed to pivot, adapt, and, most importantly, keep customers at the center of every decision. This book is an invaluable guide for sustainable growth and molding organizations that exceed customer expectations in this digital era.
Hood, Chris: - Chris Hood is an internationally recognized voice, thought leader, and digital strategist with over 35 years of experience in online entertainment and marketing for TV, Film, Music, and Video Games. Today, he hosts The Chris Hood Digital Show and works with companies worldwide to develop digital and innovation acceleration strategies based on his book 'Customer Transformation.' Previously, Chris worked as the Head of Digital Business Strategy & Platforms for Google, where he engaged with Fortune 500 companies to create customer-centric transformation programs and build cultures that accelerated business value. While at Google, he launched and hosted the weekly business podcast That Digital Show. Chris also worked as a Director for Fox Broadcasting, developing storytelling technologies and innovating new mechanisms for viewers to engage with television content for shows like Glee, Gotham, Sleepy Hollow, The X-Factor, and American Idol. His work included developing TV Everywhere products and interactive media platforms for streaming services. In his spare time, Chris teaches in the Business and Information Technology departments at Southern New Hampshire University.
