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Author: Marc Stickdorn
Publisher: "O'Reilly Media, Inc."
ISBN: 1491927135
Category : Business & Economics
Languages : en
Pages : 1156
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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: Sue Dopson
Publisher: OUP Oxford
ISBN: 0191526908
Category : Business & Economics
Languages : en
Pages : 375
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Book Description
The last five decades have seen a sea-change in business and in management studies. The world of business has been transformed by powerful forces: globalization, IT, outsourcing and all manner of organizational reshaping and flattening. At the same time Management Studies has seen a massive expansion in courses, students and teachers, driven in part by a quest for new and broader models. The ground covered by Management Studies, and the way Management Studies maps this, have changed. This book, written by specialist experts, analyses these developments in Management Studies, giving a concise guide to specific areas. Working from the broader global and technological context, it explores a range of sectors - private, public and professional - and conclude by examining specific functions involved in management, such as Corporate Strategy, Information Technology, Operations Management, and Marketing. The authors are all associated with Templeton College at the University of Oxford, a school known for its close work with managers, companies, and other types of organizations, through its executive education programmes and high-impact business research. This experience, and its specialist knowledge, leaves it uniquely positioned to chronicle and comment on the development of the discipline of management studies and point the way ahead.
Author: Sue Dopson
Publisher: Oxford University Press
ISBN: 0199215359
Category : Business & Economics
Languages : en
Pages : 375
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Book Description
The last five decades have seen a sea-change in business and in management studies. The world of business has been transformed by powerful forces: globalization, IT, outsourcing and all manner of organizational reshaping and flattening. At the same time Management Studies has seen a massive expansion in courses, students and teachers, driven in part by a quest for new and broader models. The ground covered by Management Studies, and the way Management Studies maps this, have changed. This book, written by specialist experts, analyses these developments in Management Studies, giving a concise guide to specific areas. Working from the broader global and technological context, it explores a range of sectors - private, public and professional - and conclude by examining specific functions involved in management, such as Corporate Strategy, Information Technology, Operations Management, and Marketing. The authors are all associated with Templeton College at the University of Oxford, a school known for its close work with managers, companies, and other types of organizations, through its executive education programmes and high-impact business research. This experience, and its specialist knowledge, leaves it uniquely positioned to chronicle and comment on the development of the discipline of management studies and point the way ahead.
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: A practical guide to preparing, facilitating and unlocking the value of customer journey mapping A valuable guide in helping you build stronger customer experience programmes by developing effective customer experience strategies. Customer journey mapping is a vital tool used by Customer Experience professionals around the world. The journey map is crucial in understanding and managing the customer's perception of your service or brand at critical touchpoints and prioritising how to improve that experience. Journey mapping also shows where great experiences currently exist within the company and how they should be celebrated or protected. The danger in not journey mapping or getting it wrong is having no meaningful purpose and no consensus around what actions to take or why. At best, you risk wasting time, and effort or, at worst, handing your advantage over to your competitor. What should a customer journey map envisage? How should you use it? And how do you plan, facilitate then demonstrate the value of journey mapping by providing a compelling argument within the organisation to make changes? The Journey Mapping Playbook is an accessible how-to-do-it toolkit aimed at customer experience (CX) and marketing professionals who wish to improve their customer and employee experience. Jerry Angrave, a Customer and Passenger Experience Director who works across many sectors, including aviation and travel, financial services, professional services, and manufacturing, provides insight and practical guidance on planning, facilitating, and delivering a strategic journey mapping workshop. In this playbook, you will learn how to: Define journey mapping; Understand why a journey map is commercially important; Prioritise which journeys to focus on and how; Decide whom to invite and which tools to prepare; Plan for an effective session; Make every stage of the journey relevant and purposeful; What to do at the output of the workshop to ensure you get the most out of them; Build an ongoing programme; Nurture better and more profitable customer experiences. This book is for you if: You are a customer experience or marketing professional; You are in the early stages of building a rewarding career in customer experience; The Journey Mapping Playbook is a practical guide, presented in striking colour, with downloadable worksheets and frameworks to help you prepare, plan and run your workshop. Events around the book Link to a De Gruyter Online Event in which the author Jerry Angrave and founder & CEO of Empathyce, together with Ian Golding, Global Customer Experience Specialist; Sarah Corney, Head of Digital Experience, CIPD, London; and Nathalie Wickens, Customer Experience Manager, Cardiff Airport, discuss how business professionals can develop confidence with Customer Journey Mapping by making business decisions which are aligned with the experiences of the people they serve: https://youtu.be/s64kDe1dm2Y
Author: Marc Stickdorn
Publisher: "O'Reilly Media, Inc."
ISBN: 1491927135
Category : Business & Economics
Languages : en
Pages : 1156
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: Jeff Patton
Publisher: "O'Reilly Media, Inc."
ISBN: 1491904887
Category : Business & Economics
Languages : en
Pages : 324
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Book Description
User story mapping is a valuable tool for software development, once you understand why and how to use it. This insightful book examines how this often misunderstood technique can help your team stay focused on users and their needs without getting lost in the enthusiasm for individual product features. Author Jeff Patton shows you how changeable story maps enable your team to hold better conversations about the project throughout the development process. Your team will learn to come away with a shared understanding of what you’re attempting to build and why. Get a high-level view of story mapping, with an exercise to learn key concepts quickly Understand how stories really work, and how they come to life in Agile and Lean projects Dive into a story’s lifecycle, starting with opportunities and moving deeper into discovery Prepare your stories, pay attention while they’re built, and learn from those you convert to working software
Author: Martyn R. Lewis
Publisher: Radius Book Group
ISBN: 1635765234
Category : Business & Economics
Languages : en
Pages : 301
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Book Description
Lewis makes a compelling argument that businesses must look beyond their own internal view of how something is sold, to the external reality of how customers actually buy. He asserts that no one buys anything because of a sales process; customers only buy because of their own buying process. And so, for all those whose livelihood depends upon successful revenue generation, the only rational course of action is to positively influence and effectively manage the end-to-end customer-buying journey. The simple failure of mousetrap logic—that is, the quality of the product or value proposition of the service is sufficient to convince customers to make a purchase—is at the heart of most revenue generation challenges today. How Customers Buy...and Why They Don’t shows that vendors are too often trying to solve the wrong problem, because customers actually do “get it,” they just don’t buy it. The book starts by explaining Outside-in Revenue Generation. It then decodes the six elements of the Customer Buying Journey DNA. It defines the nine Buying Concerns, any one of which can derail a purchase. It unveils the deceptively simple and elegant 4Q Buying Style Quadrant that unlocks the intricacies of how buyers actually think. The second section of the book explains what you can do about customers not buying your products or services. It reveals that there are only four things—Sales and Marketing Imperatives—that can be done to positively impact the market. It goes on to walk the reader through the development of the Market Engagement Strategy. The final section of the book translates the five components of the Market Engagement Strategy into actionable sales and marketing behaviors.
Author: Donna Lichaw
Publisher: Rosenfeld Media
ISBN: 1933820365
Category : Design
Languages : en
Pages : 161
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Book Description
Like a good story, successful design is a series of engaging moments structured over time. The User’s Journey will show you how, when, and why to use narrative structure, technique, and principles to ideate, craft, and test a cohesive vision for an engaging outcome. See how a “story first” approach can transform your product, feature, landing page, flow, campaign, content, or product strategy.
Author: Management Association, Information Resources
Publisher: IGI Global
ISBN: 1522526005
Category : Business & Economics
Languages : en
Pages : 1584
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Book Description
In the era of digital technology, business transactions and partnerships across borders have become easier than ever. As part of this shift in the corporate sphere, managers, executives, and strategists across industries must acclimate themselves with the challenges and opportunities for conducting business. Mobile Commerce: Concepts, Methodologies, Tools, and Applications provides a comprehensive source of advanced academic examinations on the latest innovations and technologies for businesses. Including innovative studies on marketing, mobile commerce security, and wireless handheld devices, this multi-volume book is an ideal source for researchers, scholars, business executives, professionals, and graduate-level students.
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: Jim Tincher
Publisher: PMP
ISBN: 9781941688649
Category :
Languages : en
Pages : 188
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Book Description
Learn how to create journey maps that actually get resultsNearly two out of three journey maps fail to drive customer-focused change. Find out how to make your initiative successful, and avoid the pitfalls that doom so many others, with this authoritative new book. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, How Hard Is It to Be Your Customer will help you understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others just gather dust on a shelf.
