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THE WALL STREET JOURNAL BESTSELLER

WINNING Digital Customers

The Antidote to Irrelevance

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What's Inside the First Chapter

LEARN WHY LEGACY BRANDS FAIL
See why once-thriving brands are shutting their doors for good, and how you can avoid their mistakes.
UNCOVER THE SECRET FORMULA
Discover the three primary factors that earn your customer's love and loyalty.

START YOUR TRANSFORMATION
Get the 5-step process to successfully transform your entire company's digital presence.
Customers today expect the brands they deal with to deliver an increasingly outstanding and seamless digital experience. 

Those that do are thriving. Those that don't are becoming increasingly irrelevant. But many great "legacy" brands are still struggling to get there. Brands such as Macy’s, Allstate, Sprint, CBS, American Airlines, AT&T.

In this new book, Tiersky lays out a simple but detailed five step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.

Praise for Winning Digital Customers

Tony Doye,
Chief Strategy Officer
Girl Scouts of America
"A ‘must have' guide to saving your company. For me, as a seasoned CXO who has played a part in many digital transformations, this easy and practical read is now my ‘go to’ guide."

Shelly Palmer,
CEO
The Palmer Group, 
LinkedIn’s Top Voice in Technology, 
CNN Contributor
"Winning Digital Customers is the rare business book with a demonstrable ROI. Buy one for every member of your team. It will help you grow your business."
Michelle McKenna,
CIO
National Football League
"Howard Tiersky has been one of my secret weapons. Reading this book and applying its principles will help you achieve real sustainable change that can thrive long after the last consultant leaves the building."
Fabio Marciano,
Digital Marketing & eCommerce Leader
Benjamin Moore
"Equal parts theory and action items, Howard's book will give you the frameworks you need to understand digital transformation and the steps you need to take advantage of in today's marketplace. The framework hits both short-term optimization you'll need to deliver results immediately, plus the skills, people, and plans to build a long-term sustainable advantage."
Michael Huseby,
Chairman and CEO
Barnes & Noble Education, Inc. 
“Howard and his team have been applying their transformation methods here at Barnes & Noble Education for the last several years with outstanding results. I’ve seen first-hand just how effective the methods outlined in this book can be and would recommend it as a go-to guide for any organization involved in digital offerings.”

Kevin McAuliffe, 
SVP, Client Strategy & Insights
A + E Networks
“Howard Tiersky’s new book - Winning Digital Customers - is a compendium of exceptional knowledge and understanding of the art of Digital. 
Gleaned through years of driving Digital insight and execution, Howard's prose puts every reader of the book at ease. 
Pick it up now -  you'll be glad you did!”


Jean-François Ségrestaa, 
Head of Marketing
Airbus Defence & Space Intelligence
"This book will drive you through the complexity of digital transformation in a way that every step will look simple. By applying these 5 rules, you could win more than customers’ money, you could win their heart."


Jeremy Gutsche,
CEO
Trend Hunter and New York Times Bestselling Author  
“This book will teach you exactly how to drive your company's digital transformation to victory. It is a treasure chest of techniques coupled with an online archive of lessons and tactics that will help you out market and out innovate your competitors.”
Bernie Weiss,
 President
iHeartMedia

“No matter what industry you are in, you need this book as a guide to your digital transformation.”




Gerard Insall, 
CIO
 Avis Budget Group
“I've worked with Howard Tiersky for years and have seen his practices in action. They work! If you are in charge of any aspect of digital, this book is your roadmap.”

Rob Roy,
Chief Digital Officer
Sprint
“A fascinating and highly accessible primer on the steps to succeed at digital transformation. No matter how experienced you are, you will learn something important from this book!”

Andrew Silverman,
Managing Director, US Digital Strategy & Performance
CIBC US
"This book holds the secret to transforming your company to thrive in a digital age. A must read for anyone working in digital, marketing, IT or business growth.”
Dawn Zier, 
Board Director
The Hain Celestial Group and Spirit Airlines
“Not sure how to embark on a digital transformation? Tiersky’s 5-step roadmap, coupled with his deep understanding around how to engage consumers on their own terms, puts quick wins on the table and creates an action plan that drives both corporate buy-in and traction.

Catherine Devine,
Worldwide Education Business Strategy Leader
Libraries & Museums, Microsoft 
“This book comes along at the perfect time. Digital is growing faster than ever and this book will tell you how to catch up. It contains dozens of entertaining stories from Tiersky's many years in the trenches that also illustrate valuable lessons for any company seeking to transform. I’m buying a copy for every member of my team.”
Thomas Gewecke,
Chief Digital Officer and EVP,
Strategy and Business Development, Warner Bros. Entertainment  
“A smart, highly accessible, deeply practical guide to truly understanding today's consumers -- and how to design products and experiences they will love.”





Tony Doye, 
Chief Strategy Officer, 
Girl Scouts of America. 
A ‘must have' guide to saving your company. For me, as a seasoned CXO who has played a part in many digital transformations, this easy and practical read is now my ‘go to’ guide.

Jean-François Ségrestaa,
Head of Marketing, 
Airbus Defence & Space – Intelligence
This book will drive you through the complexity of digital transformation in a way that every step will look simple. By applying these 5 rules, you could win more than customers’ money, you could win their heart.
Michelle McKenna,
Chief Information Officer of the National Football League
Howard Tiersky has been one of my secret weapons. Reading this book and applying its principles will help you achieve real sustainable change that can thrive long after the last consultant leaves the building.

WHAT'S INSIDE THE BOOK 

A Sneak Peak Of What You'll Find In The Book 

 STEP 1: Understand Your Customer

This part of the book is a primer on how to conduct customer research. It describes dozens of specific techniques with step-by-step explanations and provides a wide range of “tips and tricks” from the perspective of a thought leader with 25 years’ experience doing customer research. 

 STEP 2: Map the Customer Journey

Many companies today are trying to figure out how to use “Customer Journey Mapping” to drive their digital strategies. This section of the book outlines a detailed methodology that teams can literally use as a cookbook for creating their journey maps.

 STEP 3: Build The Future

This section provides an easy-to-understand explanation of what Design Thinking is, and then details (for the first time in print) the author’s expanded Design Thinking 2.0 methodology which many companies have hired him to train them on.

 STEP 4: Optimize the Short Term

This section provides a wide range of practical methods to rapidly assess where a digital product such as a web site or mobile app can be made to deliver a better business result and how to quickly make those improvements. Many of the techniques presented are not widely known.

 STEP 5: Lead the change

This section provides robust advice to those charged with playing a leadership role in transforming a company’s digital customer experience. It includes content on overcoming resistance to change, building teams, and “selling” a vision.

WHAT'S INSIDE THE BOOK 

A Sneak Peak Of What You'll Find In The Book 

 STEP 1: Understand Your Customer

This part of the book is a primer on how to conduct customer research. It describes dozens of specific techniques with step-by-step explanations and provides a wide range of “tips and tricks” from the perspective of a thought leader with 25 years’ experience doing customer research. 

 STEP 2: Map the Customer Journey

Many companies today are trying to figure out how to use “Customer Journey Mapping” to drive their digital strategies. This section of the book outlines a detailed methodology that teams can literally use as a cookbook for creating their journey maps.

 STEP 3: Build The Future

This section provides an easy-to-understand explanation of what Design Thinking is, and then details (for the first time in print) the author’s expanded Design Thinking 2.0 methodology which many companies have hired him to train them on.

 STEP 4: Optimize the Short Term

This section provides a wide range of practical methods to rapidly assess where a digital product such as a web site or mobile app can be made to deliver a better business result and how to quickly make those improvements. Many of the techniques presented are not widely known.

 STEP 5: Lead the change

This section provides robust advice to those charged with playing a leadership role in transforming a company’s digital customer experience. It includes content on overcoming resistance to change, building teams, and “selling” a vision.

 STEP 1: Understand Your Customer

This part of the book is a primer on how to conduct customer research. It describes dozens of specific techniques with step-by-step explanations and provides a wide range of “tips and tricks” from the perspective of a thought leader with 25 years’ experience doing customer research. 

 STEP 2: Map the Customer Journey

Many companies today are trying to figure out how to use “Customer Journey Mapping” to drive their digital strategies. This section of the book outlines a detailed methodology that teams can literally use as a cookbook for creating their journey maps.

 STEP 3: Build The Future

This section provides an easy-to-understand explanation of what Design Thinking is, and then details (for the first time in print) the author’s expanded Design Thinking 2.0 methodology which many companies have hired him to train them on.

 STEP 4: Optimize the Short Term

This section provides a wide range of practical methods to rapidly assess where a digital product such as a web site or mobile app can be made to deliver a better business result and how to quickly make those improvements. Many of the techniques presented are not widely known.

 STEP 5: Lead the change

This section provides robust advice to those charged with playing a leadership role in transforming a company’s digital customer experience. It includes content on overcoming resistance to change, building teams, and “selling” a vision.

Author Bio: Howard Tiersky 

Bestselling Author | Innovation Consultant | Keynote Speaker | CEO@FROM

Howard Tiersky is a successful entrepreneur who has been named by IDG as one of the 10 Digital Transformation Influencers to Follow Today and by Enterprise Management 360°as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.” 
 
He is the co-author of the bestselling book Impactful Online Meetings and is the founder of two companies that enable large brands to win in the digital world, FROM: The Digital Transformation Agency, and Innovation Loft.
Howard Tiersky is a successful entrepreneur who has been named by IDG as one of the 10 Digital Transformation Influencers to Follow Today and by Enterprise Management 360°as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.” 
 
He is the co-author of the bestselling book Impactful Online Meetings and is the founder of two companies that enable large brands to win in the digital world, FROM: The Digital Transformation Agency, and Innovation Loft. 
 
Prior to starting his own business twelve years ago, Howard spent over fifteen years with Capgemini, one of the world’s leading consulting firms, where he was one of the founders of their global digital practice. Howard speaks regularly at major industry conferences, and has served on the faculty of the NYU Interactive Telecommunications Program. He is a frequent contributor to CIO Magazine.

A Proven 5-Step roadmap to thrive
in a digital world

WINNING Digital Customers

The Antidote to Irrelevance

WINNING Digital Customers
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