Connect customer experience with ongoing growth
The book contrasts the traditional sales funnel with a model that gives continuing customer relationships a central role. Chapters explore momentum, friction, personalization and advocacy, then consider the transition in systems and teams. Measurement and ongoing optimization provide a way to examine whether those changes support the intended customer experience.
Use it to map the connections between marketing, service and operations before choosing which parts of your customer journey to improve.
What you’ll find inside
- Funnel and flywheel models
- Customer experience and personalization
- Operational friction and team alignment
- Customer advocacy and repeat engagement
- Transition planning and performance measurement
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