Summary: Creating and Delivering Totally Awesome Customer Experiences PDF Download
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Author: BusinessNews Publishing,
Publisher: Primento
ISBN: 2806239362
Category : Business & Economics
Languages : en
Pages : 27
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Book Description
The must-read summary of Gary Millet and Blaine Millet's book: "Creating and Delivering Totally Awesome Customer Experiences: The Art and Science of Customer Experience Mapping”. This complete summary of the ideas from Gary Millet and Blaine Millet's book "Creating and Delivering Totally Awesome Customer Experiences" shows that when customers are delighted, they become more loyal to your business and they will go out of their way to recommend you to their friends and associates. Furthermore, you differentiate yourself from all your competitors simply and powerfully and you lower your marketing and product development costs – because loyal customers will tell you what they really want and need. In essence this summary highlights that any organisation’s immediate success and long-term viability depends entirely on the quality of the relationship formed with each individual customer. Added-value of this summary: • Save time • Understand the key concepts • Increase your business knowledge To learn more, read "Creating and Delivering Totally Awesome Customer Experiences" and discover all the techniques necessary to develop customer relationships and loyalty.
Author: BusinessNews Publishing,
Publisher: Primento
ISBN: 2806239362
Category : Business & Economics
Languages : en
Pages : 27
Get Book Here
Book Description
The must-read summary of Gary Millet and Blaine Millet's book: "Creating and Delivering Totally Awesome Customer Experiences: The Art and Science of Customer Experience Mapping”. This complete summary of the ideas from Gary Millet and Blaine Millet's book "Creating and Delivering Totally Awesome Customer Experiences" shows that when customers are delighted, they become more loyal to your business and they will go out of their way to recommend you to their friends and associates. Furthermore, you differentiate yourself from all your competitors simply and powerfully and you lower your marketing and product development costs – because loyal customers will tell you what they really want and need. In essence this summary highlights that any organisation’s immediate success and long-term viability depends entirely on the quality of the relationship formed with each individual customer. Added-value of this summary: • Save time • Understand the key concepts • Increase your business knowledge To learn more, read "Creating and Delivering Totally Awesome Customer Experiences" and discover all the techniques necessary to develop customer relationships and loyalty.
Author: Matthew Dixon
Publisher: Penguin
ISBN: 1591845815
Category : Business & Economics
Languages : en
Pages : 258
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Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Author: Colin Shaw
Publisher: Springer
ISBN: 0230554717
Category : Business & Economics
Languages : en
Pages : 291
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Book Description
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.
Author: B. Joseph Pine
Publisher: Harvard Business Press
ISBN: 9780875848198
Category : Business & Economics
Languages : en
Pages : 276
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Book Description
This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.
Author: Marty Cagan
Publisher: John Wiley & Sons
ISBN: 111938754X
Category : Business & Economics
Languages : en
Pages : 370
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Book Description
How do today’s most successful tech companies—Amazon, Google, Facebook, Netflix, Tesla—design, develop, and deploy the products that have earned the love of literally billions of people around the world? Perhaps surprisingly, they do it very differently than the vast majority of tech companies. In INSPIRED, technology product management thought leader Marty Cagan provides readers with a master class in how to structure and staff a vibrant and successful product organization, and how to discover and deliver technology products that your customers will love—and that will work for your business. With sections on assembling the right people and skillsets, discovering the right product, embracing an effective yet lightweight process, and creating a strong product culture, readers can take the information they learn and immediately leverage it within their own organizations—dramatically improving their own product efforts. Whether you’re an early stage startup working to get to product/market fit, or a growth-stage company working to scale your product organization, or a large, long-established company trying to regain your ability to consistently deliver new value for your customers, INSPIRED will take you and your product organization to a new level of customer engagement, consistent innovation, and business success. Filled with the author’s own personal stories—and profiles of some of today’s most-successful product managers and technology-powered product companies, including Adobe, Apple, BBC, Google, Microsoft, and Netflix—INSPIRED will show you how to turn up the dial of your own product efforts, creating technology products your customers love. The first edition of INSPIRED, published ten years ago, established itself as the primary reference for technology product managers, and can be found on the shelves of nearly every successful technology product company worldwide. This thoroughly updated second edition shares the same objective of being the most valuable resource for technology product managers, yet it is completely new—sharing the latest practices and techniques of today’s most-successful tech product companies, and the men and women behind every great product.
Author: BusinessNews Publishing,
Publisher: Primento
ISBN: 2806229677
Category : Business & Economics
Languages : en
Pages : 28
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Book Description
The must-read summary of Michael E. Gerber's book: "The E-Myth Revisited". This complete summary of the ideas from Michael E. Gerber's book "The E-Myth Revisited" shows that small businesses tend to be too focused on internal issues - therefore neglecting the larger picture - which is detrimental in the long term. This useful summary explains how you can make your business successful by adopting the right perspective, highlighting that in order to become a mature company, you must also think like one. Added-value of this summary: • Save time • Understand the key concepts • Expand your business knowledge effectively To learn more, read "The E-Myth Revisited" and create a successful business!
Author: Sapna Popli
Publisher: Emerald Group Publishing
ISBN: 1839097124
Category : Business & Economics
Languages : en
Pages : 177
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Book Description
Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for businesses. This is essential reading for marketing scholars and practitioners looking for insights into improving their customers' experiences.
Author: Garr Reynolds
Publisher: Pearson Education
ISBN: 0321601890
Category : Business & Economics
Languages : en
Pages : 316
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Book Description
FOREWORD BY GUY KAWASAKI Presentation designer and internationally acclaimed communications expert Garr Reynolds, creator of the most popular Web site on presentation design and delivery on the Net — presentationzen.com — shares his experience in a provocative mix of illumination, inspiration, education, and guidance that will change the way you think about making presentations with PowerPoint or Keynote. Presentation Zen challenges the conventional wisdom of making "slide presentations" in today’s world and encourages you to think differently and more creatively about the preparation, design, and delivery of your presentations. Garr shares lessons and perspectives that draw upon practical advice from the fields of communication and business. Combining solid principles of design with the tenets of Zen simplicity, this book will help you along the path to simpler, more effective presentations.
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: Nigel Hill
Publisher: The Leadership Factor
ISBN: 0955416116
Category : Consumer satisfaction
Languages : en
Pages : 322
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Book Description
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
