Shift: Transform Motion into Progress in Business

  • 4h 17m
  • Azlan Raj, Richard Lees
  • John Wiley & Sons (US)
  • 2022

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.

About the Author

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.

In this Book

  • Foreword
  • Introduction—Rocking Horses Don’t Belong in Boardrooms
  • The Peppered Moth—Why Adaptation and Evolution are Essential in Twenty-First-Century Business
  • The Chicken KPI—Focus on Outcomes and Progress Will Come
  • The Queen’s Gambit—Translating Strategy into Tactics
  • Make Every Shot Count—Why Agile Decision Making is Essential to Making Progress
  • Row the Boat in Time—Creating Empowered and Aligned Teams to Achieve Progress
  • Turn Headwinds into Tailwinds—Positioning Your Team to Adapt to the External Environment
  • It Will Rain on Your Parade—Mitigating and Adapting to Events Beyond Your Control
  • Go for the Albatross—Identifying Big Opportunities and Finding the Confidence to Grab Them
  • Conclusion
  • Epilogue