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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 Here
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: John Eldredge
Publisher: Thomas Nelson
ISBN: 1418575607
Category : Religion
Languages : en
Pages : 178
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Book Description
In an age when fathers are more important than ever, how do you embark on your journey to manhood and know how to steer clear of the dangers along the way? In Fathered by God, New York Times bestselling author John Eldredge reminds us that there's a path to masculinity and, best of all, there's a loving Father ready to help us follow it. In Fathered by God, Eldredge calls men back to a simple and reassuring truth: God is our Father, and he wants to show us what masculinity really means. Eldredge teaches us that there's a path leading to authentic manhood, cut by generation after generation of men. There are perils along the trail, even disasters--all the more reason to rely on the guidance of a Father who has gone before us. A boy has a lot to learn in his journey to becoming a man, and it takes the active intervention of father figures and the fellowship of other men to guide us along the way. Eldredge shares that in all of life's trials and triumphs, God is initiating boys and men through the stages of manhood. Through personal stories and practical guidance, Eldredge provides a map through the six stages of a man's journey and answers some of the most common questions about manhood that he's received over the years, including: How can I set a good example for my son? What does the Bible teach us about masculinity? How can I become the man that God designed me to be? Fathered by God maps out the path of manhood--not more rules, not another list of principles, not formulas, but a well-worn path that men have followed for centuries before us. Discover the truth about masculinity and become the man that God sees in you.
Author: Janet O. Hagberg
Publisher: Sheffield Publishing
ISBN: 1879215667
Category : Religion
Languages : en
Pages : 296
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Book Description
The Critical Journey, at its core, is a description of the spiritual journey: our response to our faith in God with the resulting changes that follow. In this book, authors Janet O. Hagberg and Robert A. Guelich address the following issues: the struggle to find meaning and wholeness the crisis of values and identity at mid-life the quest for self-actualization the healing of early religious experiences questions about the spiritual journey Their goal is to help us understand where we are on our individual faith journeys and also appreciate where others are in theirs. The Critical Journey does not reveal exactly how or when we need to move along in our personal pilgrimages, nor does it offer formulas for spiritual growth. Rather, it describes six phases of the spiritual journey and illustrates how people act and think while in these stages. This is an excellent guide for those who are wrestling with their faith and wondering how others have resolved their "dark nights of the soul." Here is an answer for those who have wondered why everyone doesn't respond in the same manner to the message of the Gospel.
Author: Dick Ingram
Publisher: WestBow Press
ISBN: 166426521X
Category : Religion
Languages : en
Pages : 184
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Book Description
This book was originally intended to be used as a daily devotional; however, it is not a typical devotional book. Rather, it is a book of personal stories and Biblical truths learned over 56 years of marriage and ministry. In Genesis 28:10-22, there is a story where the children of Israel piled stones and called them ‘stones of remembrance.’ These were intended as a memorial to the Lord, marking places where God supernaturally intervened in their lives. The stories in this book are Dick and Jeri’s ‘stones of remembrance,’ showing how God led them, provided for them, protected them and intervened in supernatural ways. The stories are shared in the hopes of inspiring and encouraging every reader to believe that God will do the same for them. God is no respecter of persons, for what He has done for one, He will do for others.
Author: Joey Coleman
Publisher: Penguin
ISBN: 0735220034
Category : Business & Economics
Languages : en
Pages : 370
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Book Description
Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.
Author: Jerry Angrave
Publisher: Walter de Gruyter GmbH & Co KG
ISBN: 311064133X
Category : Business & Economics
Languages : en
Pages : 156
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Book Description
The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK
Author: Harley Manning
Publisher: Houghton Mifflin Harcourt
ISBN: 0547913982
Category : Business & Economics
Languages : en
Pages : 275
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Book Description
For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.
Author: Joseph Campbell
Publisher: New World Library
ISBN: 9781577314042
Category : Biography & Autobiography
Languages : en
Pages : 300
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Book Description
Joseph Campbell, arguably the greatest mythologist of our time, was certainly one of our greatest storytellers.
Author: Jeanne Bliss
Publisher: John Wiley & Sons
ISBN: 1119047609
Category : Business & Economics
Languages : en
Pages : 294
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Book Description
A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).
Author: Tony Stoltzfus
Publisher:
ISBN: 9780982989104
Category : Religion
Languages : en
Pages : 190
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Book Description
Ever wish you had a road map to follow to your God-given destiny? The Calling Journey is just such a map, revealing the common stages and transitions leaders go through on the pathway to their call. As you read what successful leaders from all walks of life experienced on the destiny road, you'll gain an amazing perspective on how God is leveraging everything in your own story to make his dream for you come true. Along the way, you'll learn how to identify key stages in your own journey and build a personal calling timeline. When you discover what God's agenda is for each stage, you can lean into what he is doing in you instead of fighting the process. Developed by a master leadership coach, the timeline model emerged from comparing the life stories of biblical characters to those of contemporary leaders. Through hundreds of coaching encounters, plus extensive interviews with Christian leaders in business, ministry, politics and other spheres, Tony discovered that God takes each of us through predictable stages of upward growth separated by "valleys" of adversity and inner formation. While we tend to view the difficult times in the valleys as failures or detours, Tony shows how they form a vital part of God's strategy for leadership development. Just as Joseph's repeated betrayal and elevation birthed the life message that is his greatest legacy ("You meant it for evil, but God meant it for good"), The Calling Journey shows how the Great Redeemer transforms times of heartache into the seedbed of a world-changing life. The Calling Journey depicts four stages and three valleys on an easy-to-understand graphical timeline. Dozens of personal stories (along with tales of historical and biblical travelers) bring the journey to life. Coupled with an innovative understanding of call as the unique way Jesus is incarnated in us by our story, this in-depth look at the purpose of life reveals how God truly is good all the time.
