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Author: Jeff Tobe
Publisher: R. R. Bowker
ISBN: 9780578970684
Category : Business & Economics
Languages : en
Pages : 202
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Book Description
You know that 'customer experience' is the new corporate buzzword and yet, it seems like a lot of fluff to you...UNTIL NOW! Customer experience and employee engagement guru, Jeff Tobe has been showing organizations how the become the EMPLOYER of CHOICE and the VENDOR of CHOICE in their industries, for over 25 years. Finally, he has put it all into a book that makes you work a little as he asks and answers the critical questions you must ask of yourself and your team. Questions like... What's the difference between customer SERVICE and customer EXPERIENCE? Why do you need to focus on CX? How do you get your people more engaged? How do you measure CX? Where do you start with a CX initiative? What is the future of CX? ...and many more By the end of this book, you will have everything you need to attract, keep and WOW customers AND increase your profits.
Author: Jeff Tobe
Publisher: R. R. Bowker
ISBN: 9780578970684
Category : Business & Economics
Languages : en
Pages : 202
Get Book Here
Book Description
You know that 'customer experience' is the new corporate buzzword and yet, it seems like a lot of fluff to you...UNTIL NOW! Customer experience and employee engagement guru, Jeff Tobe has been showing organizations how the become the EMPLOYER of CHOICE and the VENDOR of CHOICE in their industries, for over 25 years. Finally, he has put it all into a book that makes you work a little as he asks and answers the critical questions you must ask of yourself and your team. Questions like... What's the difference between customer SERVICE and customer EXPERIENCE? Why do you need to focus on CX? How do you get your people more engaged? How do you measure CX? Where do you start with a CX initiative? What is the future of CX? ...and many more By the end of this book, you will have everything you need to attract, keep and WOW customers AND increase your profits.
Author: Reza Soudagar
Publisher: McGraw Hill Professional
ISBN: 0071786961
Category : Business & Economics
Languages : en
Pages : 320
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Book Description
“This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It’s more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You’ve spent way too much time reading this endorsement. Read the book instead. It’s so worth it.” —Paul Greenberg, author of CRM at the Speed of Light “To differentiate yourself and delight your customers, you must manage your customers’ experience with your goods or services, and your company. This invaluable book will show you why you must do this, and how to do it well.” —Henry Chesbrough, author of Open Innovation and Professor at the Haas School of Business, University of California Berkeley “Technology advances are raising the human expectation of what an experience with a company can and should be. Finally, a book has been written that combines behavioral psychological, micro-economic, and technological considerations defining the customer experience edge.” —Paul D’Alessandro, Partner, PricewaterhouseCoopers “As we move from Customer Experience 1.0 to Customer Experience 2.0, organizations and practitioners need a solid blueprint for success. Reza, Vinay, and Volker have created a clear and concise guide based on global best practices and proven principles. If you are ready to transform your organization, start by reading this book.” —Lior Arussy, President, Strativity Group, and author of Customer Experience Strategy “The Customer Experience Edge is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified, or simply baked into business plans to improve or deliver an exceptional customer experience.” —Deb Dexter, Customer Service Director, Cardinal Health About the Book: Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail—the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back—and that sets you apart from the competition. You need to seize The Customer Experience Edge. Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks—foundational and disruptive technologies. These are the authors’ main fields of expertise, and these are what make the customer experience profitable. The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to: Develop products and services that are highly valued by customers Form bonds that keep clients from turning to competitors Transform customers into your best advocates It’s a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.
Author: Scott Harris
Publisher:
ISBN:
Category :
Languages : en
Pages : 239
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Book Description
CX 2.0 - 9 Rules for Designing the Perfect CX Strategy for Customers and Employees. In a new how-to-guide for business leaders, Scott Harris uncovers what it takes for any business to build an exceptional and enduring customer experience. Harris devotes a chapter each to nine simple rules that businesses can follow to design their own winning CX strategy. Each chapter concludes with a recap, along with advice and practical exercises to help you build your strategy. In "CX 2.0 - Create WOW Customer Experiences", readers will learn why businesses today need to shift from a traditional, passive "data-at-rest" approach to be more proactive and leverage "data-in-motion" in real-time. Highlighting customer experience leaders like Airbnb, Uber and Zappos, Harris makes the case for automation and how it plays an essential role in powering great customer experiences. From achieving consistent 5-star reviews to building a winning customer experience (CX) strategy, this thought-provoking book shows you how to drive great business outcomes by turning customers into fanatics and employees into advocates.
Author: Debbie Levitt
Publisher:
ISBN: 9780974696010
Category :
Languages : en
Pages : 0
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Book Description
Customers Know You Suck is the how-to manual for customer-centric product-market fit. Its highly actionable models, maps, and processes empower everyone to improve the Customer Experience (CX). Learn how to investigate, diagnose, and act on what's blocking teams. Gather the evidence and data that better inform decisions, leading to increased satisfaction, conversion, and loyalty. Use our governance model for implementing and monitoring the progress, success, and failure of internal process changes and experiments. We've all been in that meeting: something we thought users would want or do didn't happen as expected. How did we get that wrong and how do we keep that from happening again? Too often, product and service decisions are not guided by customer intelligence data. Where we lack knowledge, we work from guesses and assumptions, introducing or increasing risk. Customers expect high quality and value from every interaction with your company. People notice when we don't meet their quality standards. Our reviews, stock price, support tickets, and customer attrition clearly show that what we thought was "good enough" isn't. If you lose potential or current customers in one channel, you've probably lost them in every channel. But transforming toward customer-centricity strengthens customer relationships and increases revenue. Save money, reduce risk, work more efficiently, and improve culture while increasing customer satisfaction and loyalty. ----- Who should read this book? Managers, leaders, and execs. Strategists and analysts. Product, Marketing, Support, Engineering, Data, CX, UX, and everybody else. This book is about creating change. Where you don't have that authority, please bring ideas to those above you in your org. ----- "Every chapter in Customers Know You Suck has something that makes me think, "If only that annoying person in my company understood this." The book contains a lot of principles and practical advice, and can be easily skimmed if you need to go deeper into one of the topics. It's a manual, and I mean this in a very positive way: it's deep, it's comprehensive, and it's chunked in a way that allows me to find the answer to a specific question the moment I need it. There are a lot of short paragraphs with precise titles, boxes with specific examples, and separate chapters for interviews. It's super helpful, and easy to find topics I want to explore." - Ilaria Fioravanti, UX Designer ----- Advice from authors, speakers, trainers, big consulting companies, webinars, and white papers is often high-level. You might hear the following and still have no idea what to do: * Deliver innovative products and services. * Be product-led, use product discovery techniques, and validate ideas for product-market fit. * Be Agile and Lean. Increase efficiency and velocity. * Value privacy, safety, ethics, diversity, inclusion, and accessibility. * Aim for continuous discovery, continuous delivery, continuous improvement, and continuous learning. * Convince the execs and get buy-in. * Create positive customer and employee experiences. * Lead with empathy and create empathy * Talk to customers, listen to them, and walk in their shoes. * Design a customer journey map. * Experiment, innovate, and disrupt * Use NPS, measure customer satisfaction, and do whatever it takes to lift those scores. * Run some surveys, A/B tests, talk to a few customers, and find out what they need. * Pursue customer feedback. * Brainstorm using workshops, design thinking, design sprints, Lean UX, and LEGO. This book takes a critical thinking look at the above advice, and guides readers to action.
Author: Nripendra P. Rana
Publisher: Springer Nature
ISBN: 3030243745
Category : Business & Economics
Languages : en
Pages : 337
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Book Description
This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing.
Author: Jeff Toister
Publisher:
ISBN: 9780578824949
Category :
Languages : en
Pages : 184
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Book Description
What if you could guarantee your customers an amazing experience-and then deliver on that promise every time?The Guaranteed Customer Experience turns the concept of a guarantee on its head. An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations.* Discover what truly motivates customers to buy from you.* Earn your customers' trust with an experience guarantee.* Avoid service failures that cause customer churn.Get an inside look at how leading organizations use experience guarantees to fuel customer-driven growth. Learn the real reasons people love these companies and remain loyal customers. Discover how brands, products, and even individual employees use the Guaranteed Customer Experience model to stand out from the competition.Creating a consistently great customer experience doesn't have to be a complicated and daunting task. The Guaranteed Customer Experience will help whether you're looking for a model that's easy to implement and understand, or you're trying to find a critical piece that's been missing from previous customer experience initiatives.
Author: Tim Knight
Publisher: Kogan Page Publishers
ISBN: 1398601047
Category : Business & Economics
Languages : en
Pages : 273
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Book Description
Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement. Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver. However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results. Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.
Author: Shaun Smith
Publisher: Kogan Page Publishers
ISBN: 0749471921
Category : Business & Economics
Languages : en
Pages : 288
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Book Description
Brands growing rapidly have a clear sense of purpose and the value they bring to their customers and employees. On Purpose is a practical guide to executing business purpose successfully by delivering a branded customer experience people love. It presents a framework for success based on being clear about your brand purpose and promise so you can achieve exceptional results through exceptional experiences. It provides the tools for brands to stand out by defining, designing and delivering distinctive, valuable customer experiences across multiple channels. Because purpose is what you do, not what you claim, On Purpose helps you act on your business purpose by showing you how to make your brand stand out. Each chapter illustrates how to succeed in a specific channel by presenting interviews with purpose-driven leaders such as Vernon Hill (Metro Bank), John Forrest (Premier Inn) and Gav Thompson (giffgaff) and case studies of companies including: - Altro - Barclays Bank - Best Western - citizenM - IKEA - LEGO - Liberty Global Business Services - London 2012 Olympics - Lush - Nissan - O2 - Timpson - Zappos
Author: Bruce J. Boudreau
Publisher:
ISBN: 9780309375580
Category : Airports
Languages : en
Pages : 230
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Book Description
"TRB's Airport Cooperative Research Program (ACRP) Report 157: Improving the Airport Customer Experience documents notable and emerging practices in airport customer service management that increase customer satisfaction, recognizing the different types of customers (such as passengers, meeters and greeters, and employees) and types and sizes of airports. It also identifies potential improvements that airports could make for their customers." -- Publisher's description
Author: Berend Wierenga
Publisher: Springer Science & Business Media
ISBN: 0387782133
Category : Business & Economics
Languages : en
Pages : 621
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Book Description
Marketing models is a core component of the marketing discipline. The recent developments in marketing models have been incredibly fast with information technology (e.g., the Internet), online marketing (e-commerce) and customer relationship management (CRM) creating radical changes in the way companies interact with their customers. This has created completely new breeds of marketing models, but major progress has also taken place in existing types of marketing models. Handbook of Marketing Decision Models presents the state of the art in marketing decision models. The book deals with new modeling areas, such as customer relationship management, customer value and online marketing, as well as recent developments in other advertising, sales promotions, sales management, and competition are dealt with. New developments are in consumer decision models, models for return on marketing, marketing management support systems, and in special techniques such as time series and neural nets.
