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Author: Marc Stickdorn
Publisher: "O'Reilly Media, Inc."
ISBN: 1491927135
Category : Business & Economics
Languages : en
Pages : 1341
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Book Description
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
Author: Marc Stickdorn
Publisher: "O'Reilly Media, Inc."
ISBN: 1491927135
Category : Business & Economics
Languages : en
Pages : 1341
Get Book
Book Description
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
Author: Gary Klein
Publisher: PublicAffairs
ISBN: 1610392752
Category : Business & Economics
Languages : en
Pages : 304
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Book Description
A renowned cognitive psychologist reveals the science behind achieving breakthrough discoveries, allowing readers to confidently solve problems, improve decision-making, and achieve success. Insights-like Darwin's understanding of the way evolution actually works, and Watson and Crick's breakthrough discoveries about the structure of DNA-can change the world. Yet we know very little about when, why, or how insights are formed-or what blocks them. In Seeing What Others Don't, Gary Klein unravels the mystery. Klein is a keen observer of people in their natural settings-scientists, businesspeople, firefighters, police officers, soldiers, family members, friends, himself-and uses a marvelous variety of stories to illuminate his research into what insights are and how they happen. What, for example, enabled Harry Markopolos to put the finger on Bernie Madoff? How did Dr. Michael Gottlieb make the connections between different patients that allowed him to publish the first announcement of the AIDS epidemic? How did Martin Chalfie come up with a million-dollar idea (and a Nobel Prize) for a natural flashlight that enabled researchers to look inside living organisms to watch biological processes in action? Klein also dissects impediments to insight, such as when organizations claim to value employee creativity and to encourage breakthroughs but in reality block disruptive ideas and prioritize avoidance of mistakes. Or when information technology systems are "dumb by design" and block potential discoveries. Both scientifically sophisticated and fun to read, Seeing What Others Don't shows that insight is not just a "eureka!" moment but a whole new way of understanding.
Author: Laurie Tema-Lyn
Publisher:
ISBN: 9780983043638
Category : Group facilitation
Languages : en
Pages : 0
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Book Description
Author: Max Shron
Publisher: "O'Reilly Media, Inc."
ISBN: 1491949775
Category : Computers
Languages : en
Pages : 105
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Book Description
Many analysts are too concerned with tools and techniques for cleansing, modeling, and visualizing datasets and not concerned enough with asking the right questions. In this practical guide, data strategy consultant Max Shron shows you how to put the why before the how, through an often-overlooked set of analytical skills. Thinking with Data helps you learn techniques for turning data into knowledge you can use. You’ll learn a framework for defining your project, including the data you want to collect, and how you intend to approach, organize, and analyze the results. You’ll also learn patterns of reasoning that will help you unveil the real problem that needs to be solved. Learn a framework for scoping data projects Understand how to pin down the details of an idea, receive feedback, and begin prototyping Use the tools of arguments to ask good questions, build projects in stages, and communicate results Explore data-specific patterns of reasoning and learn how to build more useful arguments Delve into causal reasoning and learn how it permeates data work Put everything together, using extended examples to see the method of full problem thinking in action
Author: Eileen Bridges
Publisher: Routledge
ISBN: 135124521X
Category : Business & Economics
Languages : en
Pages : 587
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Book Description
The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research. Original chapters from the world’s leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience. This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.
Author: Thales S. Teixeira
Publisher: Crown Currency
ISBN: 152476308X
Category : Business & Economics
Languages : en
Pages : 354
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Book Description
Based on eight years of research visiting dozens of startups, tech companies and incumbents, Harvard Business School professor Thales Teixeira shows how and why consumer industries are disrupted, and what established companies can do about it—while highlighting the specific strategies potential startups use to gain a competitive edge. There is a pattern to digital disruption in an industry, whether the disruptor is Uber, Airbnb, Dollar Shave Club, Pillpack or one of countless other startups that have stolen large portions of market share from industry leaders, often in a matter of a few years. As Teixeira makes clear, the nature of competition has fundamentally changed. Using innovative new business models, startups are stealing customers by breaking the links in how consumers discover, buy and use products and services. By decoupling the customer value chain, these startups, instead of taking on the Unilevers and Nikes, BMW’s and Sephoras of the world head on, peel away a piece of the consumer purchasing process. Birchbox offered women a new way to sample beauty products from a variety of companies from the convenience of their homes, without having to visit a store. Turo doesn't compete with GM. Instead, it offers people the benefit of driving without having to own a car themselves. Illustrated with vivid, indepth and exclusive accounts of both startups, and reigning incumbents like Best Buy and Comcast, as they struggle to respond, Unlocking the Customer Value Chain is an essential guide to demystifying how digital disruption takes place – and what companies can do to defend themselves.
Author: Michael Marland
Publisher: Cambridge University Press
ISBN: 0521703239
Category : Education
Languages : en
Pages : 257
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Book Description
A new series of anthologies to get students reading!
Author: Hunter Whitney
Publisher: Newnes
ISBN: 0123877946
Category : Computers
Languages : en
Pages : 321
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Book Description
Data Insights: New Ways to Visualize and Make Sense of Data offers thought-provoking insights into how visualization can foster a clearer and more comprehensive understanding of data. The book offers perspectives from people with different backgrounds, including data scientists, statisticians, painters, and writers. It argues that all data is useless, or misleading, if we do not know what it means.Organized into seven chapters, the book explores some of the ways that data visualization and other emerging approaches can make data meaningful and therefore useful. It also discusses some fundamental ideas and basic questions in the data lifecycle; the process of interactions between people, data, and displays that lead to better questions and more useful answers; and the fundamentals, origins, and purposes of the basic building blocks that are used in data visualization. The reader is introduced to tried and true approaches to understanding users in the context of user interface design, how communications can get distorted, and how data visualization is related to thinking machines. Finally, the book looks at the future of data visualization by assessing its strengths and weaknesses. Case studies from business analytics, healthcare, network monitoring, security, and games, among others, as well as illustrations, thought-provoking quotes, and real-world examples are included.This book will prove useful to computer professionals, technical marketing professionals, content strategists, Web and product designers, and researchers. Demonstrates, with a variety of case studies, how visualizations can foster a clearer and more comprehensive understanding of data Answers the question, "How can data visualization help me?" with discussions of how it fits into a wide array of purposes and situations Makes the case that data visualization is not just about technology; it also involves a deeply human process
Author: Robert J. Rosenthal
Publisher: John Wiley & Sons
ISBN: 1118931882
Category : Business & Economics
Languages : en
Pages : 390
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Book Description
VolunteerMatch taps expert knowledge from today's volunteerism professionals to help nonprofits take a more inventive approach to volunteer engagement Volunteer Engagement 2.0: Ideas and Insights Changing the World shows you many of the innovative approaches to engaging volunteers that are reshaping nonprofits, volunteer programs, and communities around the world — and how you can bring these changes to your own organization. Curated and edited by VolunteerMatch, the Web's most popular volunteer engagement network, these transformative strategies and practices are already being used by innovative nonprofit, government, and business sector leaders in volunteering — and they represent many of the future trends in volunteerism. This insightful collection contains actionable advice on strengthening volunteering at your organization as well as broader explorations on the nature of opening organizations to volunteers to show you how to create a new volunteerism model that supports your organization's mission and programs. Among other things, you'll learn how to attract millennials and baby boomers to your cause, the best ways to partner with corporate and pro bono volunteer programs, why micro volunteering may be the future of online giving, what's new in national service, why your supporters are a largely untapped goldmine of fundraising success, and what trends will drive volunteering in the future. For more than 15 years VolunteerMatch has had unprecedented access to leading innovators in the nonprofit, government, and corporate sectors. In this book, you'll share that access as you explore the ideas, strategies, and insights that will boost volunteer engagement today and in the future. Learn what trends and ideas are reshaping volunteer engagement today Reconsider your volunteer model to reflect your organization's mission Find out what the leading thinkers predict will drive volunteering in the future Optimize volunteer recruitment, screening, orientation, and training Understand and cater to the motivations of your volunteers The world of volunteering is changing and there has never been a better moment to engage the time and talent of those who support your cause. How will your nonprofit grow and thrive with the help of volunteers? Volunteer Engagement 2.0: Ideas and Insights Changing the World provides the innovation and inspiration, you just need to supply the action.
Author: Brian Reuben
Publisher: Createspace Independent Publishing Platform
ISBN: 9781535402484
Category :
Languages : en
Pages : 140
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Book Description
The world only moves forward because of men who believe in the unseen. Ideas began the world, ideas have kept the world as it is, ideas will change the world! Which is easier, to dream or to make a dream come true? The greatest problem a man could have is not lack of money, but lack of ideas. Which is easier getting an idea or turning it into money? Opinions vary, but the truth remains. What does Donald Trump think about it? How would Bill Gates respond? Mark Zuckerberg, Steve Jobs, Jack Ma, Williams Shakespeare, Abraham, Moses all have a take on this. From Idea to Money (second edition) is the missing key why many can't grapse the complexities of turning their ideas to money. The world have waited for so long but now the answer is here...anybody can turn any idea to money, this book will prove it to you.
