The 10-Second Customer Journey - by Todd Unger (Hardcover)

About the Book

"The customer landscape has transformed, and marketers, advertisers, and business owners must adapt to a world where buying decisions are made in seconds, not months or days. The biggest obstacle? Friction. Those who can minimize friction and guide potential buyers swiftly through the buying process will triumph. (Hello, Amazon 1-click purchases.) However, reducing friction requires the seamless integration of marketing, product, e-commerce, and service into a cohesive, friction-free customer experience-a feat that siloed companies struggle to achieve. Written in an engaging style and packed with original insights, this is a must-read for current and aspiring marketers, customer experience leaders, and digital executives aiming to build robust customer experience strategies for their brands and organizations"--

Book Synopsis

By combining the power of customer experience and marketing, The 10-Second Customer Journey offers a roadmap to getting quickly from 'I see it' to 'I love it' in today's digital environment.

From the Back Cover

The customer changed. And marketers, advertisers and business owners are still playing catch-up in a world where buying decisions are made not in months or days, but in seconds.

The enemy in today's customer environment? FRICTION. And those who can minimize friction, guiding potential buyers rapidly through the 'tornado funnel' buying process, will win.

But taming friction is no small feat. It takes the seamless integration of marketing, product, commerce and service into a cohesive, friction-free customer experience. And that's something today's siloed companies are still not set up to do, resulting in a bevy of new C-Suite leaders, including the Chief Experience Officer (CXO).

The 10-second Customer Journey provides the playbook for growing and retaining customers in a landscape transformed by digital.

Todd Unger, CXO of the American Medical Association, provides a step-by-step guide based on three decades of consumer marketing, advertising, digital product and digital marketing and commerce experience. He'll teach you how to become your own Chief Friction-Reduction Officer and reignite customer growth and engagement.

Review Quotes

If you're in marketing, advertising, or any business role where ROI is measured, this is a must-read. The author does an amazing job breaking down how the digital landscape has changed the game and how to adapt quickly. The focus on reducing friction is spot on-think Amazon's 1-click purchases but for your business. The insights on integrating marketing, product, and service for a smooth customer experience are super practical and immediately useful. - Amazon 5*

Finally - a crisp, common sense road map for how to understand and motivate customers in the modern digital storm. Compelling and practical. - Amazon 5*

About the Author

Todd Unger is Chief Experience Officer (CXO) of the American Medical Association, where he has driven record growth and gained international recognition for the AMA CX program.

A transformational marketing and digital executive, Unger's experience places him at the nexus of e-commerce, content, technology, product development and marketing, the building blocks of today's customer experience.