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Price distribution over 44 days • 1 price levels

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Most common price: £66 (44 days, 100.0%)

Price range: £66 - £66

Price levels: 1 different prices over 44 days

Description

Most companies are losing money on every customer interaction. They just don't know it yet. Customer experience has been measured in surveys, scores, and sentiment for decades. None of it tells you what a single customer interaction is actually worth — or what it costs when it goes wrong. Customer Worthy: Total Customer Engineering changes that. Author Michael R. Hoffman introduces the CxC Matrix — a 90-cell framework mapping 15 customer lifecycle stages across 6 interaction channels — and for the first time gives executives a financial engineering tool to measure, optimize, and monetize every customer contact at the individual level. This is not another customer service book. This is the operating system for the Interaction Economy. What You Will Build A contact-level P&L for every customer interaction across your organization An AI-integrated customer lifecycle strategy using the Customer Experience Algorithm (CEA) A revenue optimization engine powered by the VMAO cycle — Visualize, Monetize, Analyze, Optimize A measurable framework spanning Physical, Digital, Hybrid, and Synthetic customer channels A transformation roadmap drawn from a real-world $14.2 million revenue recovery engagement Who This Book Is For Chief Experience Officers and Chief Customer Officers ready to speak the language of the CFO Chief Digital Officers and Chief AI Officers integrating AI across the customer lifecycle Management consultants building data-driven CX practices CRM strategists, marketing leaders, and transformation executives who need results, not frameworks that gather dust Proven at Scale The CxC Matrix has been deployed across financial services, retail, healthcare, and nonprofit sectors. A single engagement applying the framework recovered $14.2 million in mortgage servicing revenue — not through headcount or technology spend, but through systematic contact-level engineering. The Original Customer Worthy Has Been Downloaded 500,000+ Times Recognized by the Journal of Marketing and adopted by CX practitioners worldwide, the Customer Worthy framework has defined a generation of customer strategy. Total Customer Engineering is the complete, AI-era edition — rebuilt for the executive challenges of today. Every interaction earns. Every contact counts. This is Total Customer Engineering.

Product Specifications

Format: paperback
ASIN: B0GT1737LS
Category: Books > Subjects > Business, Finance & Law > E-Commerce > E-business
Domain: Amazon UK
Release Date: 16 March 2026
Listed Since: 18 March 2026

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Total Customer Engineering: Design, Measure, and Optimize Every Customer Interaction with the 90 Cell CxC Matrix and AI (Customer Worthy)

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