Book Reviews.
Word on the Street.
Lee Cockerell
"Nick and Paul Hague have done an extraordinary job of capturing every aspect of how to create and maintain world-class B2B customer service for any industry or organization from healthcare to manufacturing to airlines and even to help entrepreneurs figure out how to compete with the big guys. I consider myself an expert on customer service after my 42 years with Hilton Hotels, Marriott International and my final role of running Walt Disney World Operations for ten years, but I can honestly say I learned some new ways to think about going from average to good, to great to greater with customer service. Keep this book on your desk as your go to [re]source for creating magic for your customers."
Former Executive Vice President, Walt Disney World®Resort, Creating Disney Magic podcast host and author of four best-selling books on leadership, management and customer service.
Roy Atkinson
"Nick and Paul Hague have put together one of the best books looking at the whole of customer experience I have seen to date. Tying together employee metrics and a collection of customer metrics such as Customer Effort Score, customer satisfaction, Net Value Score, and Net Promoter Score®, they have specific suggestions for how to think about, measure, and benchmark the customer experience within a business context. This is an excellent view of how to think about and move forward with CX in your business."
Renowned CX Expert and Principal with Clifton Butterfield, LLC.
Ian Golding
“One thing that all businesses and consumers have in common, is that they are all on the receiving end of customer experiences on a daily basis. Whilst consumer facing organisations have been consciously aware of this fact for many years now, organisations that predominantly provide products and services to other businesses, rather than consumers directly, have been much slower to catch on. Defining, delivering and managing the customer experience in a B2B environment is becoming ever more critical in a business world that continues to be challenged and disrupted from many fronts.
Nick and Paul Hague not only recognise this, they have pulled together a piece of work that will help any organisation understand how to turn the words ‘customer experience’ into a tangible reality – a reality that leads to improved customer perception AND financial performance. The authors brilliantly provide the building blocks that turn the science of customer experience into something you will be able to practically adopt and deploy. B2B Customer Experience is a hugely valuable read for anyone who has an aspiration to achieve sustainable growth – and who wouldn’t want that?!”
CCXP, Global Customer Experience Specialist and author of Customer What
Annette Franz
“Nick and Paul Hague do a brilliant job of tackling a topic that many have written off as impossible - how to deliver a great B2B customer experience. If you're in a B2B business and have customers that you want to delight, this book is a must-read. The Hagues masterfully take the reader through each of the foundational elements that are critical to designing and delivering a great customer experience in an easy-to-understand approach that is supported by customer stories and case studies, making it a practical guide for your successful B2B customer experience transformation”.
CCXP, Founder and CEO, CX JOURNEY Inc.
Shep Hyken
“Too many of the books that are written about customer experience are dominated by insights and stories from B2C companies and markets. Therefore, it’s refreshing to find a book that has been written with B2B companies and markets in mind. This is a really useful guide that will help B2B executives understand and apply the fundamental elements of what it takes to deliver a great customer experience.” Adrian Swinscoe, advisor and best-selling author of How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing
“While much has been written about customer experience in the consumer space, the business-to-business sector is typically neglected. The focus on B2B is what makes this book a compelling read. Nick and Paul Hagues’ vast experience has been detailed in five easily-digestible sections that holds the reader’s hand from ‘Why Bother?’ through developing strategies and implementation of CX. The case studies where clients share their experiences in their own words help bring the authors’ concepts to life.”
Customer service and experience expert and New York Times bestselling author of The Amazement Revolution
Blake Morgan
"There are more B2B companies than B2C companies in the world. Every B2B company needs to be an experience-led business. This book will help you become one."
Customer Experience Futurist and Author of More Is More
James Dodkins
“In the customer experience space, we more often than not tell stories from the B2C world and give examples of customers who have been ‘wowed’ or ‘saved’ or ‘delighted’. How do we translate these lessons to an environment where the customer isn’t buying a $80 jacket but a multimillion-dollar contract? Can these lessons even be translated, or do we need a whole new paradigm shift on what B2B Customer Experience is? This book answers that question”
Customer Experience Rockstar & CX Evangelist
Adrian Swinscoe
“Too many of the books that are written about customer experience are dominated by insights and stories from B2C companies and markets. Therefore, it’s refreshing to find a book that has been written with B2B companies and markets in mind. This is a really useful guide that will help B2B executives understand and apply the fundamental elements of what it takes to deliver a great B2B customer experience”
Adviser and Bestselling Author of How to Wow
Peter Weinberg
“This book brings the world of B2B CX to life with case studies and data. It’s filled with powerful insights that can help B2B companies improve their customer experience”
Head of Development, B2B Institute/LinkedIn
Peter Field
“A gold mine of insights into how to create winning B2B customer experience and its vital role in building loyalty and driving growth. Unlike many B2B texts, Nick and Paul remind us of the importance of emotions to B2B businesses; that ‘emotional factors usually trump rational factors when it comes to supplier choice’. This book is powerful support for those who champion emotional intelligence in B2B”
Marketing Consultant
