SHIFT: Transform Motion into Progress in Business
By Richard Lees and Azlan Raj
Due to be published by Wiley, January 2022
Hardcover and e-book, priced £18.99
ISBN: 9781119810148
In Shift: Transform Motion into Progress in Business, authors Richard Lees and Azlan Raj, from customer experience management (CXM) company Merkle, share a variety of ways to create the superlative customer experience that accelerates business growth.
As organisations 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, programmes and plans - inclusive and excellent customer service remains stubbornly out of reach.
In their new book, Lees and Raj link three key themes - a clear vision with clear performance indicators, an aligned team, and a deep understanding of the marketplace - and outline the importance of each in the quest for the ideal client experience. They explain the valueRead of measuring progress through the eyes of the customer, and ensuring that the measures that matter to customers are improving.
Shift focuses on enabling the meaningful transformation of organisations from slow and unwieldy to agile and fast. Emphasising that motion does not necessarily equal progress, Shift explores ways to achieve organisational goals by starting with the end in mind and actively seeking out and measuring a company’s progress.
Filled with compelling anecdotes that will help readers continually invent the future they’re taking their companies into, Shift will be of interest to executives, managers, and other business leaders seeking to drive long-term customer engagement and differentiate their businesses from their competitors. It’s also an essential resource for business development professionals and members of innovation teams attempting to grow their organisation.
Shift will be available wherever books and ebooks are sold, priced £18.99
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About the Authors:
Richard Lees is Chief Strategy Officer, and Azlan Raj is Chief Marketing Officer at leading data-driven, technology-enabled performance marketing agency, Merkle – a dentsu company.
Richard has over 30 years of experience applying data to solve business challenges, equipping clients to deliver targeted, personal experiences.
Azlan positions and works across all of dentsu's commerce, data, and technology platforms, including analytics, media, customer experience, content, and B2B.
For more information, to request a review copy, extract or cover image, please contact:
Katy Smith, Publicity Manager, Wiley, +44 (0)1243 770215, katysmith@wiley.com (Mon-Wed)
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