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Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program Paperback – July 13, 2021

by Jeff Sheehan (Author), Glenn Reid (Illustrator), David Jacques (Foreword)
4.6 out of 5 stars 62 ratings
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Unleash the Power of Customer Experience: Create a Winning Program

Are you ready to take your organization's customer experience (CX) to the next level? In this thrilling guide, you'll discover the tools and strategies to build an unstoppable CX management program that propels your business from good to great.

Step into the role of a daring leader equipped with the knowledge to craft a top-performing CX program that adds tangible value and agility and sets your business apart from the competition. Say goodbye to obsessing over surveys and scores and instead focus on intentional business outcomes that drive results.

Harness the influential voice of your customers and embrace extreme ownership to collaborate with highly effective individuals, becoming a vital change agent for your organization. Utilizing Customer Experience Management ignites innovation and differentiation in your mission to serve customers.

Unlike other advice tailored to mature CX programs, this field manual provides CX leaders like yourself with a proven blueprint for defining, deciding, and designing a bespoke CX management program that aligns perfectly with your organization's mission, vision, values, and operating model.

Bridge the gap between theoretical concepts and practical implementation with the Eight Core Functions of a CX Program, covering everything from CX Leadership and Culture to CX Governance and Change Management. This holistic approach ensures a comprehensive and effective CX strategy.

Transform your CX program into an agile powerhouse that delivers actual business value through relentless continuous improvement. Overcome organizational silos and resistance to change, embrace the Employee Experience (EX) alongside the Voice of the Customer and hone your use of experiential and operational data to make business cases for change.

Inside, you'll learn how to:
★ Elevate your CX Leadership and influence cross-functional stakeholders, even without formal authority, by adopting a fresh mindset. ★ Boost revenue and profitability by prioritizing what your customers genuinely value while minimizing irritants.
★ Inspire and motivate your business stakeholders with captivating data storytelling that drives action.
★ Develop a persuasive business case demonstrating customer-centered changes' return on investment (ROI).
★ Take control of your future by crafting a Strategic Plan focused on specific actions instead of vague and broad strategies.
★ Enhance your CX program's value by evolving its skills, capacity, and accomplishments through a maturity roadmap.
★ Harness the power of data from customers, employees, and operations to uncover opportunities for competition, innovation, and growth.

Don't miss out on this transformative guide. Take the first step towards revolutionizing your organization's CX program by clicking the BUY NOW button at the top of this page. ⚠Plus, access FREE CX tools from the book by visiting https://cxfieldmanual.com.

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  1. Print length
    259 pages
  2. Language
    English
  3. Publication date
    July 13, 2021
  4. Dimensions
    8 x 0.65 x 10 inches
  5. ISBN-10
    1735314021
  6. ISBN-13
    978-1735314020
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Editorial Reviews

Review

If you were looking for a blueprint for successful customer experience management, then this is it. For the experienced CX leader, this will take you to the next level. For those just beginning their quest for a better CX, this is the book to get you started. — Shep Hyken, customer service/experience expert and New York Times bestselling author

Finally, a book that ties together so many CX concepts into an easily consumable format - bringing forward the major takeaways and adding real-world context to make it actionable! So valuable for those just beginning on a CX program or those looking to improve their maturity. When it's published, I'm definitely going to give copies to my team. — Chuck Rohrig, Executive Director, Customer Experience at USAA

This book presents a structure to my job that I've been searching for. After reading this book, you will understand the definition of Customer Experience Management and have a toolbox to help you become a truly professional CX leader in your organization. — Carina Ahlberg, Head of Customer Experience, Volkswagen Group Sverige

An exemplary tool for those starting their career in CX and experienced leaders alike. Jeff's book provides a comprehensive overview, step-by-step instructions and a novel approach, transforming CX from theory to a meaningful business function. — Chris Diviney, Sr. Director CX, Global Customer Care, Hertz Europe Service Centre

I personally loved this practical guide and found it a page-turner, which you can't miss in 2021. You can use it throughout your whole CX journey: when you are new in the position, when you get stuck, or simply need a helping hand. As an experienced practitioner, I can assure you that the book is an outstanding practical guide for CXers. — Laura Tengerdi, CXPA, Head of Marketing and Customer Experience, SMT member, Budapest Bank Zrt

I really wish this book existed when I started my career in CX. This book is the perfect companion to keep handy by your desk, as it balances well the theory on the main CX principles with advice and concrete ideas on the activities you can do to become the CX leader your organization needs. Every person working in the CX field needs to have this book, either to gain new knowledge or as a reminder of some concepts and methodologies. — Matthieu Bonelli, Customer Experience Specialist and founder of CXMania

This book reads brilliantly well and is a killer companion for anyone moving into CX or about to tackle a serious CX project. You are up to your elbows in the great war trenches, and someone pulls out a drone and says, use this to figure it all out! Well, that's the power of this book. It won't save lives, but it will save dollars, time, and tears and will guide you from above to victory against your competitive threats. — Michael Killeen, Founder and Chairman of The CX Company and The CX Academy

This book cuts a trail through all of the complexity, providing a logical path to follow, and is the perfect Field Manual for Customer Experience Management! — Rick Adams, author of Practical Customer Success Management: A Best Practice Framework for Rapid Generation of Customer Success and founder of Practical CSM Academy

Executing an effective customer experience strategy can be a daunting challenge for any organization. Using a unique approach with useful tools and techniques, Jeff Sheehan provides a holistic framework that can provide CX professionals multiple strategies for a successful outcome. — Bob Azman, Founder, Innovative CX Solutions

There are a lot of professionals putting out "field guides" these days The difference with Jeff Sheehan's work is that it actually functions as a field guide rather than just capitalizing on an idea. From the moment you open this book, it's nearly impossible not to take notes on how to apply the principles, strategies, and tools he provides. — David M. Schmidt, Managing Director, d.31 Consulting

Product details

  • Publisher ‏ : ‎ Boston Business Books
  • Publication date ‏ : ‎ July 13, 2021
  • Language ‏ : ‎ English
  • Print length ‏ : ‎ 259 pages
  • ISBN-10 ‏ : ‎ 1735314021
  • ISBN-13 ‏ : ‎ 978-1735314020
  • Item Weight ‏ : ‎ 1.23 pounds
  • Dimensions ‏ : ‎ 8 x 0.65 x 10 inches
  • Customer Reviews:
    4.6 out of 5 stars 62 ratings

About the author

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Jeff Sheehan

Jeff Sheehan

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Jeff Sheehan is a customer experience practitioner, CX author, and active member of the global CX community. He has energetically served customers for more than 25 years with experience leading customer strategy, customer support operations, service sales, service program & project leadership, and digital transformation management consulting & advisory work. Jeff is passionate about driving greater customer intimacy, improving operational efficiency, and driving growth using pragmatic solutions built on the pillars of strategy, people, process, and technology (NOT jargon, buzzwords, or BS).

Jeff accrued his CX bona fides working for national and international organizations, including NCR Corporation, Digex, MICROS Systems, Inc., RSM, LLP, Computer Sciences Corporation, Apple, and KBC Bank Ireland, and a wide array of enterprise and middle-market customers across the financial services, retail, consumer goods, and technology sectors.

Recognized as a Top 50 Global Thought Leader & Influencer on Customer Experience and in Business Strategy by Thinkers360, Jeff is also a founding member and Ireland’s Ambassador to the European CX Organization (www.ECXO.org), and a judge in the 2021 European Customer Centricity Awards.


Jeff’s first career was a decade of military service with the US Army as an officer and helicopter pilot. An avid traveler who has lived in 7 US states and 6 countries, Jeff enjoys fishing, cycling, music, cooking, and family…and fireworks! Jeff is a native of Boston, Massachusetts and lives in Dublin, Ireland.

Connect with Jeff on LinkedIn https://www.linkedin.com/in/jeffsheehandublin   

Follow me for more updates from www.CXFieldManual.com including downloadable tools from my book. 

Publish your nonfiction business title with me at www.BostonBusinessBooks.com  

Customer reviews

4.6 out of 5 stars
62 global ratings

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🚀 A must-have Guide for CX Professionals and Leaders!
5 out of 5 stars
🚀 A must-have Guide for CX Professionals and Leaders!
In this book Jeff Sheehan sets a clear and actionable path to start a sustainable and measurable CX Program from the ground. A must-read and handy reference for any CX leader that needs to set clarity and show early advancements in CX initiatives. Thanks Jeff for taking the time to write and publish this guide!
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Top reviews from the United States

  • Nathan Brown
    5.0 out of 5 stars Simply put- this is the example of CX
    Reviewed in the United States on July 15, 2023
    Verified Purchase
    Jeff- this book was / is a great guide for many in the CX space. Is that look at the People, Processes, Technology that drive a Digital Transformation. You have broken it down into a 101 class type material, that allows for easy references as needed along the many paths we all encounter. I appreciate you, what your doing here to help others, and so very glad our paths crossed due to Connexions (my part).

    Thank you!
    One person found this helpful
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  • Rick Denton
    5.0 out of 5 stars Gives you the why, the what AND the how
    Reviewed in the United States on September 15, 2021
    Verified Purchase
    Plenty of CX tomes out there. Many are interesting. Some are insightful. Few are practical. The Customer Experience Management Field Manual hits on all levels. This is a book you'll keep on the shelf as a reference. Jeff doesn't just tell you what you can be doing with CX...he gives you practical examples and templates to help you do it. This truly is a field manual that you'll likely end up with bent and worn pages from all the reaching back to the shelf to use it.
    2 people found this helpful
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  • Paul Henderson
    5.0 out of 5 stars Practical, Insightful and Easy to Read
    Reviewed in the United States on November 26, 2021
    Verified Purchase
    Jeff takes an interesting approach, drawing on his former military service to give structure to the book. It works well, providing a simple and clear approach. His emphasis throughout the book remains on the practical aspects of setting up or improving a customer experience program. And, which I love, he links the need for an outcome-based approach to a customer experience approach.

    If you want practical, usable advice on customer experience, read this book.
    2 people found this helpful
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  • Tatiana Ramirez
    5.0 out of 5 stars 🚀 A must-have Guide for CX Professionals and Leaders!
    Reviewed in the United States on October 10, 2021
    Verified Purchase
    In this book Jeff Sheehan sets a clear and actionable path to start a sustainable and measurable CX Program from the ground. A must-read and handy reference for any CX leader that needs to set clarity and show early advancements in CX initiatives. Thanks Jeff for taking the time to write and publish this guide!
    Customer image
    Tatiana Ramirez
    5.0 out of 5 stars
    🚀 A must-have Guide for CX Professionals and Leaders!

    Reviewed in the United States on October 10, 2021
    In this book Jeff Sheehan sets a clear and actionable path to start a sustainable and measurable CX Program from the ground. A must-read and handy reference for any CX leader that needs to set clarity and show early advancements in CX initiatives. Thanks Jeff for taking the time to write and publish this guide!
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    One person found this helpful
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  • Therese
    5.0 out of 5 stars This is a great book for establishing your new CX program
    Reviewed in the United States on July 22, 2021
    Verified Purchase
    Far from being a textbook, Sheehan's field manual assumes the readers are already well versed in customer experience management (CX) concepts. This book lays out a total picture for what a CX program involves and offers practical, relevant and useful frameworks, ideas, and examples for the reader to use in their own work.
    One person found this helpful
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  • AL Pardo
    5.0 out of 5 stars Exceptional CX
    Reviewed in the United States on August 6, 2021
    Verified Purchase
    The book is a must read and reference document for any business that is serious about driving an exceptional customer experience. The content is exceptional and field manual format lends itself to be a reference manual over the course of building and sustaining a quality Customer Experience.
    One person found this helpful
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  • Amazon Customer
    5.0 out of 5 stars Great Read well presented.
    Reviewed in the United States on November 3, 2021
    Verified Purchase
    This book would be an excellent Text for a Harvard MBA program. My 42 years in the Hospitality Industry was dedicated to the Total Guest Experience.
    One person found this helpful
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  • Melanie T
    1.0 out of 5 stars Disappointed
    Reviewed in the United States on January 5, 2022
    Verified Purchase
    I ordered this book thinking it would be a practical guide for designing, implementing, and/or managing a successful CX program. I'm not a novice, and have both consumed and created a fair amount of content in this space. Unfortunately, I felt this book fell far short of being a practical guide. Again, only my opinion, but this reads more as an aggregation of content others have created, and I felt there was no added value from the author in that aggregation. I feel the book lacks any content about how to actually DO the work of creating or operating a CX management program, and that was a real disappointment, given the promise made by the book's title. In my opinion, if you want a real practical guide on CX program management, there are many other very useful alternatives available.
    4 people found this helpful
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Top reviews from other countries

  • Vedu Mitter, Former CEO and a Six Sigma Black Belt.
    5.0 out of 5 stars A lucid book on CXM.
    Reviewed in India on October 16, 2024
    Verified Purchase
    The book is refreshingly lucidly written book on customer experience management giving a clear path to optimal achievement. Must read.
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  • Luke Jamieson
    5.0 out of 5 stars A great resource no matter your experience!
    Reviewed in Australia on October 24, 2024
    Verified Purchase
    What a fabulous resource! Regardless of how long you have been in the industry, this is a must-have! It's grounded in common sense but enriched by someone with real-life experience. No matter where you are in your CX journey this field manual will help you walk, run and fly!
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  • Anna Schulze
    5.0 out of 5 stars Comprehensive Guide to Customer Experience Management
    Reviewed in Germany on August 27, 2021
    Verified Purchase
    This is a book I will refer back to again and again. I've picked up many useful CX books over the years but Jeff's field guide is the most wide-ranging and comprehensive of the lot. It would be an indispensable reference to anyone starting out in their CX career but equally useful to seasoned practitioners. Everything here is oriented towards large companies with robust internal structures. Smaller companies and startups can benefit from the same concepts of customer experience management applied in a more agile and responsive environment. There is a fantastic array of tools, frameworks, guidelines and illustrations representing many aspects of core knowledge and proven best practices. These figures are somewhat wasted on the Kindle version but readers can easily correct that problem by using Kindle Cloud Reader to see them on the big screen of your choice. Paperback readers, get out your highlighters and Post-It notes!
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  • Adam
    5.0 out of 5 stars The perfect guide for developing your CX management program
    Reviewed in the United Kingdom on August 12, 2021
    Verified Purchase
    I’m a very methodical thinker so love the way this book is structured and find the content and tools available in this book extremely useful for developing a CX program.

    I recently started a new role as Head of CX with a business that is just beginning it’s CX journey. After some time out of work due to COVID, the field guide has been the perfect resource for me to know where to focus my efforts - with great practical tools to deploy in the field.

    HIGHLY RECOMMEND this book to anyone working in CX tasked with developing (or evolving) a CX management program.
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  • Amazon Customer
    5.0 out of 5 stars Excellent Reference book to keep on your desk!
    Reviewed in Germany on September 22, 2021
    Verified Purchase
    Jeff Sheehan's Customer Experience Management Field Manual is exactly that! It is a great reference book that you should keep on your desk or close at hand where you can pick it up quickly to answer any CX questions you may have. Jeff brings a wealth of experience to the table and you can see this in the book. I highly recommend the book to both those starting out in CX and to seasoned practitioners.
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