djvu Fire Your Competitors: A Customer Experience Perspective (English Edition)
por Joseph Ukaegbu
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Descrição do livro
Your competitors are losing customers right now. Not because of price. Not because of product. Because of experience.
In Fire Your Competitors, seasoned Customer Experience strategist Joseph Ugochukwu Ukaegbu delivers a battle-tested, results-driven playbook built from over seven years on the front lines of iGaming, shipping logistics, and e-commerce across Africa.
This is not theory. Every framework, every strategy, and every case study in this book comes from real operations — from MSport's high-pressure iGaming environment, to ConSol/Grimaldi Lines' complex B2B shipping world, to building bitMARTe's CX infrastructure from zero.
Inside, you will learn how to:
- Build a customer experience operation that becomes your most powerful competitive weapon
- Implement the SERVE Framework — the proven system for delivering consistent, outstanding CX
- Turn complaints into loyalty using structured de-escalation and service recovery techniques
- Design escalation models that resolve issues faster and protect your brand under pressure
- Use real-time data, NPS, CSAT, and FCR metrics to drive continuous improvement
- Onboard and retain merchants, clients, and customers in high-stakes environments
- Lead and develop CX teams that perform at world-class standards
Backed by real numbers: 95%+ CSAT ratings sustained over three years. 85% first-contact resolution. NPS improved from 45 to 62 in six months. $120,000 in fraud losses prevented. NGN 10 million in delinquent accounts recovered.
Whether you run a startup in Lagos, manage a contact centre in Accra, lead a logistics company in Port Harcourt, or build a digital marketplace anywhere in the world — the principles in these pages will give you the competitive architecture to outlast and outperform any rival.
The companies that master customer experience do not merely compete. They dominate.
It is time to fire your competitors.
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