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Author: Annette Franz
Publisher:
ISBN: 9781686886812
Category :
Languages : en
Pages : 219
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Book Description
Struggling to ensure that the customer is at the center of all your business does? This book is your guide to putting the "customer" in customer experience. Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn't they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don't tell the real story. Prioritizing customer retention is critical. But you can't just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You've got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you've got to use that understanding to design an experience that helps customers achieve their goals. That's the key to putting the customer in customer experience! Ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. The customer must be at the center of all you do. After all, it's all about the customer! In this book, I cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. I could've written the whole book about journey mapping, but there's so much more to building a customer-centric business than journey mapping. The culture must first be deliberately designed to put the customer at the heart of the business. And all foundational elements of a CX transformation must be in place to make that happen. With that knowledge, read this book and: Learn about the three approaches you must use to understand your customers, why you must use them, and how they work together. Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization. Develop and assign personas to your customers in order to better understand their needs, goals, problems to solve, and jobs to be done. Learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox. Understand why journey mapping is called the backbone of customer experience management - and how to make it so in your organization. Set up and facilitate your own current-state and future-state journey mapping workshops with customers. Set up and facilitate service blueprint workshops with internal stakeholders. Find out how to put the customer at the heart of your business. And more!
Author: Annette Franz
Publisher:
ISBN: 9781686886812
Category :
Languages : en
Pages : 219
Get Book Here
Book Description
Struggling to ensure that the customer is at the center of all your business does? This book is your guide to putting the "customer" in customer experience. Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn't they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don't tell the real story. Prioritizing customer retention is critical. But you can't just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You've got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you've got to use that understanding to design an experience that helps customers achieve their goals. That's the key to putting the customer in customer experience! Ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. The customer must be at the center of all you do. After all, it's all about the customer! In this book, I cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. I could've written the whole book about journey mapping, but there's so much more to building a customer-centric business than journey mapping. The culture must first be deliberately designed to put the customer at the heart of the business. And all foundational elements of a CX transformation must be in place to make that happen. With that knowledge, read this book and: Learn about the three approaches you must use to understand your customers, why you must use them, and how they work together. Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization. Develop and assign personas to your customers in order to better understand their needs, goals, problems to solve, and jobs to be done. Learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox. Understand why journey mapping is called the backbone of customer experience management - and how to make it so in your organization. Set up and facilitate your own current-state and future-state journey mapping workshops with customers. Set up and facilitate service blueprint workshops with internal stakeholders. Find out how to put the customer at the heart of your business. And more!
Author: Lawrence Susskind
Publisher: Harvard Business Press
ISBN: 1422132064
Category : Business & Economics
Languages : en
Pages : 225
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Book Description
Companies that consistently negotiate more valuable agreements?in ways that protect key relationships?enjoy an important but often overlooked competitive advantage. Until now, most companies have sought to improve their negotiation outcomes by sending individuals to training workshops. But this new groundbreaking book, using real-world examples from leading companies, shows a more powerful and less expensive way to achieve this. In Built to Win, authors Susskind and Movius argue that negotiation must be a strategic core competency. Drawing on their decades of training and consulting work, as well as a robust theory of negotiation, the authors provide a step-by-step model for building organizational competence. They show why the approach of ?training and more training? is a weak strategy. The authors also describe the organizational barriers that so often plague even experienced negotiators, and recommend ways of overcoming them. Built to Win explains the crucial role that leaders must play in setting goals, aligning incentives, pinpointing metrics, and supporting learning platforms to promote long-term success. A final chapter provides practical ?how-to? tools to help you start your own organizational improvement process. This book will be invaluable to CEOs, senior-level managers, HR business leaders, human resource professionals, sales and purchasing managers, and others who negotiate regularly.
Author: John Schuerholz
Publisher: Grand Central Publishing
ISBN: 0446554170
Category : Biography & Autobiography
Languages : en
Pages : 205
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Book Description
Lost two Cy Young winners in two years, signed a forty-seven-year-old to be his starting first baseman, played seventeen rookies in 2005, and still took his team to the playoffs: baseball is John Schuerholz's world, and everyone else is just playing in it. In Built to Win, the legendary general manager takes you behind the scenes of the Braves' front office—the most successful in baseball since 1990—and shows how his unique philosophies and leadership techniques have helped Atlanta achieve something no team in sports has ever come close to accomplishing. He candidly peels back the curtain, taking you to his first World Series with the Kansas City Royals and the other moments that defined his career, including his eventual departure to the league doormat Atlanta Braves. No sooner did Schuerholz arrive than they won their first title in 1991—and the rest is history. You'll be there on the incredible night in 1992 when Schuerholz improbably traded for Barry Bonds-only to have the deal nixed at the eleventh hour. You'll see how through shrewd negotiation he swooped in to sign reigning Cy Young-winner Greg Maddux out from under the free-spending Yankees. You'll hear how he dealt with the horrific comments made by John Rocker, helping the Braves overcome the biggest PR nightmare in team history to win yet another division crown. Through the eyes of one of the game's sharpest executives, you'll see why Moneyball only scrapes the tip of Schuerholz's time-tested theories, as well as how he developed the premier scouting system in the majors and a free agent strategy that led the Braves to the top of the heap-fourteen years running. And in the end, you'll see what the rest of the baseball world has known for the better part of two decades: that through the brilliance of John Schuerholz, the Braves have lived with one motto, and one motto alone: "All We Do Is Win."
Author: Leslie Heywood
Publisher: U of Minnesota Press
ISBN: 1452904928
Category :
Languages : en
Pages : 251
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Book Description
Annotation The sculpted speed of Marion Jones. The grit and agility of Mia Hamm. The slam-dunk style of Lisa Leslie. The skill and finesse of these sports figures are widely admired, no longer causing the puzzlement and discomfort directed toward earlier generations of athletic women. Built to Win explores this relatively recent phenomenon--the confident, empowered female athletes found everywhere in American popular culture. Leslie Heywood and Shari L., Dworkin examine the role of female athletes through interviews with elementary- and high school-age girls and boys; careful readings of ad campaigns by Nike, Reebok, and others; discussions of movies like Fight Club and Girlfight; and explorations of their own sports experiences. They ask: what, if any, dissonance is there between popular images and the actual experiences of these athletes? Do these images really "redefine femininity" and contribute to a greater inclusion of all women in sport? Are sexualized images of these women damaging their quest to betaken seriously? Do they inspire young boys to respect and admire female athletes, and will this ultimately make a difference in the ways gender and power are constructed and perceived? Proposing a paradigm shift from second- to third-wave feminism, Heywood and Dworkin argue that, in the years since the passage of Title IX, gender stereotypes have been destabilized in profound ways, and they assert that female athletes and their imagery are doing important cultural work to that end. Important, refreshing, and engrossing, Built to Win examines sport in all its complexity.
Author: Alan G. Lafley
Publisher: Harvard Business Press
ISBN: 142218739X
Category : Business & Economics
Languages : en
Pages : 274
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Book Description
Explains how companies must pinpoint business strategies to a few critically important choices, identifying common blunders while outlining simple exercises and questions that can guide day-to-day and long-term decisions.
Author: Chris Kuenne
Publisher: Harvard Business Press
ISBN: 1633692779
Category : Business & Economics
Languages : en
Pages : 309
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Book Description
A Wall Street Journal Bestseller Are You a Driver, an Explorer, a Crusader, or a Captain? Many factors shape the success or failure of a new business, whether it’s a stand-alone startup or a venture inside a larger corporation. But the most important and least understood of these factors is the personality of the entrepreneur—the particular combination of beliefs and preferences that drives his or her motivation, decision making, and leadership style. And your builder personality is the one resource you can directly control in growing a business that wins. Simply put, who you are shapes how you build for growth. Built for Growth decodes the interplay between builder personality and new business success. Using a patented analytic methodology, authors Chris Kuenne and John Danner discovered four distinct types of highly successful entrepreneurial personalities—the Driver, the Explorer, the Crusader, and the Captain. Each is motivated, makes decisions, manages, and leads their businesses differently. Kuenne and Danner blend pioneering research and exclusive personal interviews to illustrate how each type handles the five dynamic challenges in building a business of lasting value: converting ideas into products, galvanizing individual talent for collaborative impact, transforming buyers into partners, aligning financial and other supporters, and scaling the business. With assessments and tools, including a brief Builder Personality quiz and in-depth profiles of each builder type, Built for Growth is the ultimate guide for how to play to your strengths, complement and compensate for your gaps, and build a successful business—from startup to scale-up. Its vivid stories and practical advice show how you can unlock the potential of your builder personality to shape your business, your team, and your ability to win in the marketplace. Please visit builtforgrowthbook.com to learn more and access the Builder Personality Discovery tool.
Author: Po Chung
Publisher: Leaders Press
ISBN: 9781943386505
Category : Business & Economics
Languages : en
Pages : 200
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Book Description
ARE YOU READY TO DESIGN A GLOBAL NETWORK BUSINESS? Designed to Win, written by Po Chung - the co-founder of DHL - reveals the industry secrets they used to build a worldwide network that now operates in more than 200 countries and territories! Warning Reading this book and following the advice within can result in designing an industry that doesn't yet exist! Start reading now to Discover how caring about things bigger than ourselves drives effective leadership; Find out how a unique marriage between Eastern and Western values inspired an inter-cultural leadership model; Discover why you should address leadership needs rather than management needs; Learn how to design, develop, and lead a global service network Understand why superior leaders practice noble visions, competence, character and care; Learn how to articulate human - and company - actualization; Figure out how better followers and leaders build more competitive networks; Discover how happy people led by happy leaders run like a well-oiled machine; ...and much more! Designed to Win How to Build and Lead a Thriving Global Network Business answers the question: How do I design a global company? Grab your copy now and start designing your company to operate worldwide!
Author: Tamika D. Mallory
Publisher: Simon and Schuster
ISBN: 1982173483
Category : Social Science
Languages : en
Pages : 272
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Book Description
Social justice leader Tamika D. Mallory states her case for action and reveals “the power we all have to win transformative change” (Marc Lamont Hill, New York Times bestselling author) in this searing indictment of America’s historical, deadly, and continuing assault on Black and brown lives. Drawn from a lifetime of frontline culture-shifting advocacy, organizing, and fighting for equal justice, State of Emergency makes Mallory’s demand for change and shares the keys to effective activism both for those new to and long-committed to the defense of Black lives. From Minneapolis to Louisville, to Portland, Kenosha, and Washington, DC, America’s reckoning with its unmet promises on race and class is at a boiling point not seen since the 1960s. While conversations around pathways to progress take place on social media and cable TV, history tells us that meaningful change only comes with radical legislation and boots-on-the-ground activism. Here, Mallory shares her unique personal experience building coalitions, speaking truth to power, and winning over hearts and minds in the struggle for shared prosperity and safety. Forward-looking, steeped in history, and rich with stories from life on the margins of American life, State of Emergency effortlessly gives us the tools we “need to fight injustice and find a pathway towards true freedom” (Marie Claire).
Author:
Publisher: ببلومانيا للنشر والتوزيع
ISBN:
Category : Business & Economics
Languages : en
Pages : 304
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Book Description
You can go after the job you want…and get it! You can take the job you have…and improve it! You can take any situation you’re in…and make it work for you! Since its release in 1936, How to Win Friends and Influence People has sold more than 30 million copies. Dale Carnegie’s first book is a timeless bestseller, packed with rock-solid advice that has carried thousands of now famous people up the ladder of success in their business and personal lives. As relevant as ever before, Dale Carnegie’s principles endure, and will help you achieve your maximum potential in the complex and competitive modern age. Learn the six ways to make people like you, the twelve ways to win people to your way of thinking, and the nine ways to change people without arousing resentment.
Author: Jan Knikker
Publisher: Routledge
ISBN: 1000374254
Category : Architecture
Languages : en
Pages : 197
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Book Description
You are a great designer, but no-one knows. Now what? This indispensable book, written by one of the most influential marketers in architecture, will demystify Public Relations and marketing for all architects, whether in large practices or practicing as sole practitioners. It bridges the distance between architects and marketing by giving practical tips, best practice and anecdotes from an author with 20 years’ experience in architecture marketing. It explains all aspects of PR and Business Development for architects: for example, how to write a good press release; how to make a fee proposal; how to prepare for a pitch. It gives examples of how others do it well, and the pitfalls to avoid. In addition, it discusses more general aspects which are linked to PR and BD, such as being a good employer, ethics for architects and the challenges when working abroad. Featuring vital insights from a wide variety of architects, from multinational practices to small offices, this book is an essential companion to any architectural office.
