Shift Transform Motion into Progress in Business

Understand what’s required to deliver top-of-the-line customer experiences

As organizations around the world do their best to deliver meaningful, effective, and efficient customer experiences, many are encountering difficulty translating their actions into progress. These businesses find that, despite a plethora of initiatives, programs, and plans, inclusive and excellent customer service remains stubbornly out of reach.

In Shift: Transform Motion into Progress in Business, Chief Strategy and Marketing Officers at Merkle and dentsu offer business leaders a practical and coherent approach to creating the consistently exceptional customer experience that would set their business apart from the competition.

The authors link three key themes—a clear vision with clear performance indicators, an aligned team, and a deep understanding of the marketplace—and outline their importance in the quest for the ideal client experience. They explain the importance of measuring progress through the eyes of the customer and ensuring that the measures that matter to customers are improving.

A necessary addition to the reading lists of innovation and business development professionals, Shift deserves a place on the bookshelves of managers, executives, and other business leaders attempting to set their organization apart from the competition.

Richard Lees is Chief Strategy Officer for Merkle and dentsu's EMEA Customer Experience Management service line. He has over 30 years of experience applying data to solve business challenges, equipping clients to deliver targeted, personal experiences.

Azlan Raj is Chief Marketing Officer for Merkle and dentsu's EMEA Customer Experience Management service line. He positions and works across all of dentsu's commerce, data, and technology platforms, including analytics, media, customer experience, content, and B2B.

Foreword

Acknowledgments

Introduction: Rocking Horses Don’t Belong in Board Rooms

Part 1: The Principal

Chapter 1: The Peppered Moth

Chapter 2: The Chicken KPI

Chapter 3: The Queen’s Gambit

Part 2: The Crew

Chapter 4: Make Every Shot Count

Chapter 5: Row the Boat in Time

Part 3: The Season

Chapter 6: Turn Headwinds into Tailwinds

Chapter 7: It Will Rain on Your Parade

Chapter 8: Go for the Albatross

Conclusion

Epilogue

About the Authors

Index

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