Long Live Cx: The Book That Redefines Customer Experience as a Business Growth Engine

This book aims to be a comprehensive resource for crafting strategies to help private companies navigate and thrive in unpredictable and challenging operational landscapes. This endeavor is rooted in the desire to furnish decision-makers with a structured framework and practical tools, empowering them to facilitate business growth even during times of crisis. At the heart of this overarching goal lies a tangible mission: encouraging businesses to become proactive and influential participants in disaster risk reduction. This inquiry seeks to uncover the active contributions that the private sector can make, understand why its involvement is crucial, and identify effective strategies to harness its capabilities.

This book aims to be a comprehensive resource for crafting strategies to help private companies navigate and thrive in unpredictable and challenging operational landscapes. This endeavor is rooted in the desire to furnish decision-makers with a structured framework and practical tools, empowering them to facilitate business growth even during times of crisis. At the heart of this overarching goal lies a tangible mission: encouraging businesses to become proactive and influential participants in disaster risk reduction. This inquiry seeks to uncover the active contributions that the private sector can make, understand why its involvement is crucial, and identify effective strategies to harness its capabilities.

Moritz Tischer zeigt die Bedeutung organisationaler Kompetenzen für das erfolgreiche Management der Kundenerfahrung (Customer Experience) in B2B-Märkten und leitet Handlungsempfehlungen für die Unternehmenspraxis ab. Hierfür schafft er in einer ersten empirischen Studie ein grundlegendes konzeptionelles Verständnis der Customer-Experience-Management-Kompetenz im B2B-Kontext. In einer zweiten empirischen Studie entwickelt er eine branchenübergreifende Skala, mit der Wissenschaftler und Manager die Customer-Journey-Management-Kompetenz von B2B-Unternehmen messen können und analysiert deren Einfluss auf den Unternehmenserfolg.

To increase revenue, improve customer experience, and develop higher-performing teams, it's time for leaders to stop looking for quick fixes to complex business problems and start building a culture of love.