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Author: Travis Lowdermilk
Publisher: O'Reilly Media
ISBN: 1492058688
Category : Business & Economics
Languages : en
Pages : 211
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Book Description
If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today’s challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture. With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers’ needs. It’s a uniquely personal story that’s told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You’ll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers
Author: Travis Lowdermilk
Publisher: O'Reilly Media
ISBN: 1492058688
Category : Business & Economics
Languages : en
Pages : 211
Get Book Here
Book Description
If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today’s challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture. With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers’ needs. It’s a uniquely personal story that’s told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You’ll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers
Author: Linden Brown
Publisher: McGraw-Hill Education
ISBN: 9780071821148
Category : Business & Economics
Languages : en
Pages : 336
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Book Description
BECOME THE ENVY OF YOUR INDUSTRY WITH A CUSTOMER-CENTRIC CULTURE Winner of Marketing Book of the Year 2015 by Marketing and Sales Books For the first time, this groundbreaking guide unlocks the secrets used by Amazon, Virgin, Apple, Starbucks, and salesforce.com. It creates a guide for success based on three years of scientific study drawing insights from more than 100 businesses to identify seven key factors. When implemented together these factors have been proven to drive superior business performance. Customer culture is as fundamental to business performance as breathing is to living. It is the life force of your business. This applies no matter what your industry sector. And with the evidence-based methods in this book, you can replicate their success in your business! The Customer Culture Imperative reveals the key disciplines of customer culture that consistently predict enhanced, sustainable business results. Each one is linked to a particular strategy and drives predictable and measurable improvements in one or more business performance factors--from innovation and customer satisfaction to growth in sales and profits to higher rates of new-product success. It gives you the tools to: Inspire everyone in the company to embrace a customer-centric culture Unify efforts across units by creating a "common language" for change Collect and measure data from your efforts and benchmark your progress Make change long term so you leave a legacy of an enduring business Creating a customer-centric company takes more than making an investment in the customer service department and systems. It's about building a culture in which the customer is at the heart of all decisions made within every function and unit. What's best for the customer is what's best for business. Make that a part of the DNA of your organization, and you will lead your company to unprecedented success. Guaranteed. PRAISE FOR THE CUSTOMER CULTURE IMPERATIVE "Linden and Chris Brown have written the best book on what it takes to build a genuine customer culture in an organization. Their framework and their stories will inspire you to take the next step." -- Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing at the Kellogg School of Management at Northwestern University "A customer-focused culture is a powerful competitive advantage. This book will show you how to diagnose the level of a customer culture and then make the leadership moves to raise this level." -- George Day, Geoffrey T. Boisi Professor of Marketing and Co-Director of the Mack Institute for Innovation Management, Wharton, University of Pennsylvania "Creating unique customer engagements is an essential ingredient of the 'Starbucks Experience.' Crafting an authentic culture is essential to insuring that all employees consistently execute and innovate the highest quality customer experience. Linden and Chris provide a unique framework and road map to build this culture within large and small organizations." -- Arthur Rubinfeld, chief creative officer and president, Global Innovation and Evolution Fresh Retail, Starbucks "Smart phones, smart networks, and personalized apps are changing the way people live and work--giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.” -- David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.” -- John Stanhope, Chairman, Australia Post "Some books (alas, very rare) summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.” -- Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "Smart phones, smart networks, and personalized apps are changing the way people live and work,giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.”--David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.”--John Stanhope, Chairman, Australia Post "Some books, alas very rare, summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.”--Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "This easy to read book provides essential and unique guidance for driving the critical relationship between customer centricity and sustained organisational performance."-—Dr Ramzi Fayed, Executive Dean, Australian Graduate School of Leadership
Author: Michael D. Basch
Publisher: FT Press
ISBN: 0130353310
Category : Consumer satisfaction
Languages : en
Pages : 638
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Book Description
The executive who pioneered FedEx's legendary customer culture shows exactly how to go beyond talk and make it happen for real. Basch identifies the key cultural obstacles and leadership failures that dilute customer focus, and demonstrates how to build systems and structures that help good people deliver great customer service.
Author: Sydney Brouwer
Publisher:
ISBN: 9789090315669
Category : Business & Economics
Languages : en
Pages : 192
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Book Description
Every organization is aware of the importance of customer-centricity. Delivering a great customer experience is a priority for many companies. To achieve this, all sorts of methods are used to take the customer experience to the next level. However, too little attention is paid to one key aspect: leadership.In this book, Sydney Brouwer links customer-centricity and leadership. He zooms in on the role of the leader. After all, as a leader you are responsible for creating a culture that encourages everyone to understand and act on the interest of the customer. What should a leader do to make customer experience a priority for everyone in the organization? How can he enable and encourage customer-centric behavior? By using inspiring cases and examples from companies like Disney, citizenM and BMW, Sydney takes you on a journey along eight principles that will help leaders build a customer-centric culture. A culture that creates enthusiastic customers and employees.
Author: Travis Lowdermilk
Publisher: "O'Reilly Media, Inc."
ISBN: 1491981229
Category : Business & Economics
Languages : en
Pages : 234
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Book Description
Despite the wide acceptance of Lean approaches and customer-development strategies, many product teams still have difficulty putting these principles into meaningful action. That’s where The Customer-Driven Playbook comes in. This practical guide provides a complete end-to-end process that will help you understand customers, identify their problems, conceptualize new ideas, and create fantastic products they’ll love. To build successful products, you need to continually test your assumptions about your customers and the products you build. This book shows team leads, researchers, designers, and managers how to use the Hypothesis Progression Framework (HPF) to formulate, experiment with, and make sense of critical customer and product assumptions at every stage. With helpful tips, real-world examples, and complete guides, you’ll quickly learn how to turn Lean theory into action. Collect and formulate your assumptions into hypotheses that can be tested to unlock meaningful insights Conduct experiments to create a continual cadence of learning Derive patterns and meaning from the feedback you’ve collected from customers Improve your confidence when making strategic business and product decisions Track the progression of your assumptions, hypotheses, early ideas, concepts, and product features with step-by-step playbooks Improve customer satisfaction by creating a consistent feedback loop
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: Peter Fader
Publisher:
ISBN:
Category : Business planning
Languages : en
Pages : 128
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Book Description
Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.
Author: Peter Fader
Publisher: University of Pennsylvania Press
ISBN: 1613631413
Category : Business & Economics
Languages : en
Pages : 136
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Book Description
A 2019 Axiom Business Award winner. In The Customer Centricity Playbook , Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer.
Author: Robert Spector
Publisher: John Wiley & Sons
ISBN: 1119375355
Category : Business & Economics
Languages : en
Pages : 231
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Book Description
"Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels
Author: Jeff Toister
Publisher:
ISBN: 9780692842003
Category :
Languages : en
Pages : 188
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Book Description
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute
