New Title
Customers have spoken. In crowded and noisy
markets, it’s time to differentiate differently.
AI, Digital Democratization, and Experiential Commerce are here. CMOs, marketers, and CX pros must unite to turn customer-centricity and customer experience into deeply differentiating commercial assets and the mechanisms to earn preferred positions in the hearts, minds, and lives of today's discerning customers.
“Brands are no longer defined solely by their proficiency in messaging, creative acumen, advertising prowess, or cunning in selecting the ‘right’ social media influencers. They are defined most authentically by the perceptions of customers derived from their lived experiences."
—The Customer Excellence Enterprise
We set out to solve a problem.
We ended up creating a category.
We began writing a book to solve the persistent challenges of customer-centricity and customer experience—and ended up creating Customer Excellence, a unifying force built for an intensely competitive world where customer expectations are in a perpetual state of evolution and elevation.
"We believe that the authentic purpose that companies are searching for is actually right in front of them: the obligation to help the customers they serve live their best lives."
—The Customer Excellence Enterprise
What the world’s boldest customer-centric
leaders are saying about Customer Excellence.
WALGREENS
“Simmons and DeWitt lay out many of the principles that anyone serving a customer would be wise to read and rightly call for a relentless focus on customer-centricity for leaders everywhere.”
— TRACEY BROWN, Executive Vice President and President of Walgreens Retail and Chief Customer Officer
STATE OF NEW YORK
“Simmons and DeWitt remind us that customer experience is about building lifetime relationships with customers to enhance their lives. This essential playbook provides leaders with actionable strategies
for delivering customer experience to help sustain the organizational shift to customer centricity.”
— TONYA WEBSTER, New York State, Chief Customer Experience Officer
ADVOCATE HEALTH
“More than a book; it’s a compass for organizations navigating today’s interconnected marketplace with authenticity and purpose. A practical guide for leaders committed to restoring humanity and
integrity in customer relationships.”
— BRADLEY KRUGER, Enterprise VP Patient Experience, Volunteer & Guest Services, Advocate Health
DOW
“A must-read and offers a compelling view on why customer-centric enterprises will win and deliver superior business results. This is
where the B2B world is heading, be prepared!”
—RICCARDO PORTA, Global Director for CX, DOW
IPSOS
“Really brings to life the importance of an organization placing the customer at the heart of its strategy and decision-making. With
proven linkage between business performance and customer experience this is a strong read for any senior executive.”
—BEN LLEWELLYN, Global CEO Customer Experience, Ipsos
Author.
Practitioner.
Speaker.
Trusted Advisor.
Pioneering Customer Excellence to unlock the differentiating and preferential power of customer-centricity and customer experience at enterprise and global scale.
Wayne Simmons is the Global Customer Excellence Lead in the Chief Marketing Office (CMO) of Pfizer and a pioneer in the Customer Excellence discipline. At the intersection of marketing, field sales and customer experience, his expertise is in building world-class Customer Excellence cultures, brands, and commercial operating systems that are predisposed to deliver differentiated value for customers, elevated employee empowerment, and outsized financial results. He has previously held similar leadership roles with Bayer Pharma, The Ritz-Carlton Leadership Center, and Mercer and has provided customer-centric turnaround and transformation advisory to leading global brands in the financial services, consumer goods, hospitality, and retail sectors. Wayne is also a founding faculty member of the Master of Science in CXM degree program within the Department of Marketing at the Eli Broad College of Business at Michigan State University, an Inc. 500 awarded former founder/CEO, and a US Army Intelligence veteran. He resides in the New York City metropolitan area.
Customer Excellence at the heart of every
interaction transforms the value exchange.
Experiences today are how brands express themselves. However, twenty-five years after the Experience Economy became a thing, why are exceptional experiences still so rare? These are the truths and questions that are the driving forces for CMOs, marketers and CX pros to embed Customer Excellence at the DNA level.
FAQS
