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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: 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: Ted Schadler
Publisher: Greenleaf Book Group
ISBN: 0991361016
Category : Business & Economics
Languages : en
Pages : 240
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Book Description
Mobile has reprogrammed your customers’ brains. Your customers now turn to their smartphones for everything. What’s tomorrow’s weather? Is the flight on time? Where’s the nearest store, and is this product cheaper there? Whatever the question, the answer is on the phone. This Pavlovian response is the mobile mind shift — the expectation that I can get what I want, anytime, in my immediate context. Your new battleground for customers is this mobile moment — the instant in which your customer is seeking an answer. If you’re there for them, they’ll love you; if you’re not, you’ll lose their business. Both entrepreneurial companies like Dropbox and huge corporations like Nestlé are winning in that mobile moment. Are you? Based on 200 interviews with entrepreneurs and major companies across the globe, The Mobile Mind Shift is the first book to explain how you can exploit mobile moments. You’ll learn how to: • Find your customer’s most powerful mobile moments with a mobile moment audit. • Master the IDEA Cycle, the business discipline for exploiting mobile. Align your business and technology teams in four steps: Identify, Design, Engineer, Analyze. • Manufacture mobile moments as Krispy Kreme does — it sends a push notification when hot doughnuts are ready near you. Result: 500,000 app downloads, followed by a double-digit increase in same-store sales. • Turn one-time product sales into ongoing services and engagement, as the Nest thermostat does. And master new business models, as Philips and Uber do. Find ways to charge more and create indelible customer loyalty. • Transform your technology into systems of engagement. Engineer your business and technology systems to meet the ever-expanding demands of mobile. It’s how Dish Network not only increased the efficiency of its installers but also created new on-the-spot upsell opportunities. Mobile is rapidly shifting your customers into a new way of thinking. You’ll need your own mobile mind shift to respond.
Author: Michael A Forrester
Publisher: SAGE
ISBN: 1446242323
Category : Psychology
Languages : en
Pages : 281
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Book Description
Electronic Inspection Copy available for instructors here Providing a complete introduction to qualitative methods in psychology, this textbook is ideal reading for anyone doing a research methods course in psychology that includes qualitative approaches or someone planning a practical project using qualitative methods. Not just another research methods book, Doing Qualitative Research in Psychology is more a ′how to do it′ manual, linked with a specifically designed set of digitised video recordings, transcripts and online resources to make learning about qualitative methods as easy as possible. The primary resources are a set of online, publically available video-recorded interviews produced by the editor and contributors to support student learning. The text offers useful descriptions of how and why research questions are formulated and explains the importance of selecting appropriate methods for research investigations. Using examples from the specially produced data set, it describes four specific qualitative methods, outlining - in its very clear ′how to proceed′ style - how each of these methods can form the basis of a qualitative methods laboratory class, practical or field study. As well as covering key topics such as ethics, literature reviews and interviewing, the book also describes precisely how research reports using qualitative methods are written up, in line with the appropriate conventions within psychology.
Author: Fred Reichheld
Publisher: Harvard Business Press
ISBN: 1647821797
Category : Business & Economics
Languages : en
Pages : 159
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Book Description
Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.
Author: Katrina Forrester
Publisher: Princeton University Press
ISBN: 0691216754
Category : Philosophy
Languages : en
Pages : 427
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Book Description
"In the Shadow of Justice tells the story of how liberal political philosophy was transformed in the second half of the twentieth century under the influence of John Rawls. In this first-ever history of contemporary liberal theory, Katrina Forrester shows how liberal egalitarianism--a set of ideas about justice, equality, obligation, and the state--became dominant, and traces its emergence from the political and ideological context of the postwar United States and Britain. In the aftermath of the civil rights movement and the Vietnam War, Rawls's A Theory of Justice made a particular kind of liberalism essential to political philosophy. Using archival sources, Forrester explores the ascent and legacy of this form of liberalism by examining its origins in midcentury debates among American antistatists and British egalitarians. She traces the roots of contemporary theories of justice and inequality, civil disobedience, just war, global and intergenerational justice, and population ethics in the 1960s and '70s and beyond. In these years, political philosophers extended, developed, and reshaped this liberalism as they responded to challenges and alternatives on the left and right--from the New International Economic Order to the rise of the New Right. These thinkers remade political philosophy in ways that influenced not only their own trajectory but also that of their critics. Recasting the history of late twentieth-century political thought and providing novel interpretations and fresh perspectives on major political philosophers, In the Shadow of Justice offers a rigorous look at liberalism's ambitions and limits."--
Author: James W. Ellison
Publisher: ReadHowYouWant.com
ISBN: 145875507X
Category : Fiction
Languages : en
Pages : 254
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Book Description
The only tie-in to the Columbia Pictures film starring Sean Connery, directed by Gus Van Sant (Good Will Hunting) - an inspiring story about the unlikely friendship between a famous, reclusive novelist and an amazingly gifted teen who secretly yearns to be a writer. Set in Manhattan and the South Bronx, William Forrester (Connery), a Pulitzer Prize-winning novelist who has not been heard from for four decades, accidentally discovers that Jamal, a brash 16-year-old African-American who plays basketball on the court below his window, keeps a secret journal that shows a real gift for writing. Forrester takes Jamal on as a prot?, and the friendship challenges and changes the two of them forever. Written by an accomplished novelist, based on an award-winning screenplay, this story yearns to be a novel as well as a movie. The inspiration came from an interview conducted by the screenwriter, former radio news director Mike Rich: ''I was doing an interview with someone about America's greatest authors, and I noticed that so many of them, Salinger or Pynchon, for example, seemed to be eccentric, reclusive types. I thought a story that showed how someone helped a great writer break through that barrier of isolation and re-enter the world would make a terrific story, especially if that person were a teenager who is also in some way gifted.'' Rich's screenplay became one of five finalists out of 4,500 entries to win the Academy of Motion Picture Arts and Sciences Nicholl writing award for new screenwriters. Other actors in Finding Forrester include F. Murray Abraham, Anna Paquin, Busta Rhymes, Zane Copeland, James ''Fly'' Williams III, Michael Nouri, and, in his first acting role, Rob Brown, a 15-year-old student at Poly Prep High School in Brooklyn, New York.
Author: James McQuivey
Publisher: Amazon Publishing
ISBN: 9781477800126
Category : Business planning
Languages : en
Pages : 0
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Book Description
You always knew digital was going to change things, but you didn't realize how close to home it would hit. In every industry, digital competitors are taking advantage of new platforms, tools, and relationships to undercut competitors, get closer to customers, and disrupt the usual ways of doing business. The only way to compete is to evolve. James McQuivey of Forrester Research has been teaching people how to do this for over a decade. He's gone into the biggest companies, even in traditional industries like insurance and consumer packaged goods, and changed the way they think about innovation. Now he's sharing his approach with you. McQuivey will show you how Dr. Hugh Reinhoff of Ferrokin BioSciences disrupted the pharmaceutical industry, streamlining connections with doctors and regulators to bring molecules to market far faster--and then sold out for $100 million. How Charles Teague and his team of four people created Lose It!, a weight loss application that millions have adopted, achieving rapid success and undermining titans like Weight Watchers and Jenny Craig in the process.
Author: James M. Kouzes
Publisher: John Wiley & Sons
ISBN: 1119446287
Category : Business & Economics
Languages : en
Pages : 227
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Book Description
NAMED THE #3 TOP SALES BOOK OF 2018! Make extraordinary sales happen! In the Age of the Customer, sales effectiveness depends mightily on the buyer experience. Despite nearly-universal agreement on the need for creating value in every step of the buyer’s journey, sellers continue to struggle with how to create that value and connect meaningfully with buyers. New research bridges the gap and reveals the behavioral blueprint for sellers that makes buyers more likely to meet with them — and more likely to buy from them. In Stop Selling & Start Leading, you’ll discover that the very same behaviors that make leaders more effective also work to make sellers more effective, too. This critical shift in the selling mindset, and in the sales role itself, is the key to boosting your overall sales effectiveness. • Inspire, challenge, and enable buyers • Change your behavior to build trust and increase sales • Step into your leadership potential • See yourself the way your buyers do • Feel good about selling again When you’re aiming for quota attainment and real connections with buyers, this book gives you the confidence and skills you need.
Author: Eileen Forrester
Publisher: Pearson Education
ISBN: 0132700484
Category : Business & Economics
Languages : en
Pages : 1360
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Book Description
CMMI® for Services (CMMI-SVC) is a comprehensive set of guidelines to help organizations establish and improve processes for delivering services. By adapting and extending proven standards and best practices to reflect the unique challenges faced in service industries, CMMI-SVC offers providers a practical and focused framework for achieving higher levels of service quality, controlling costs, improving schedules, and ensuring user satisfaction. A member of the newest CMMI model, CMMI-SVC Version 1.3, reflects changes to the model made for all constellations, including clarifications of high-maturity practices, alignment of the sixteen core process areas, and improvements in the SCAMPI appraisal method. The indispensable CMMI® for Services, Second Edition, is both an introduction to the CMMI-SVC model and an authoritative reference for it. The contents include the complete model itself, formatted for quick reference. In addition, the book’s authors have refined the model’s introductory chapters; provided marginal notes to clarify the nature of particular process areas and to show why their practices are valuable; and inserted longer sidebars to explain important concepts. Brief essays by people with experience in different application areas further illustrate how the model works in practice and what benefits it offers. The book is divided into three parts. Part One begins by thoroughly explaining CMMI-SVC, its concepts, and its use. The authors provide robust information about service concepts, including a discussion of lifecycles in service environments; outline how to start using CMMI-SVC; explore how to achieve process improvements that last; and offer insights into the relationships among process areas. Part Two describes generic goals and practices, and then details the complete set of twenty-four CMMI-SVC process areas, including specific goals, specific practices, and examples. The process areas are organized alphabetically by acronym and are tabbed for easy reference. Part Three contains several useful resources, including CMMI-SVC-related references, acronym definitions, a glossary of terms, and an index. Whether you are new to CMMI models or are already familiar with one or more of them, this book is an essential resource for service providers interested in learning about or implementing process improvement.
Author: Gabriel Winant
Publisher: Harvard University Press
ISBN: 0674238095
Category : History
Languages : en
Pages : 369
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Book Description
Men in hardhats were once the heart of America’s working class; now it is women in scrubs. What does this shift portend for our future? Pittsburgh was once synonymous with steel. But today most of its mills are gone. Like so many places across the United States, a city that was a center of blue-collar manufacturing is now dominated by the service economy—particularly health care, which employs more Americans than any other industry. Gabriel Winant takes us inside the Rust Belt to show how America’s cities have weathered new economic realities. In Pittsburgh’s neighborhoods, he finds that a new working class has emerged in the wake of deindustrialization. As steelworkers and their families grew older, they required more health care. Even as the industrial economy contracted sharply, the care economy thrived. Hospitals and nursing homes went on hiring sprees. But many care jobs bear little resemblance to the manufacturing work the city lost. Unlike their blue-collar predecessors, home health aides and hospital staff work unpredictable hours for low pay. And the new working class disproportionately comprises women and people of color. Today health care workers are on the front lines of our most pressing crises, yet we have been slow to appreciate that they are the face of our twenty-first-century workforce. The Next Shift offers unique insights into how we got here and what could happen next. If health care employees, along with other essential workers, can translate the increasing recognition of their economic value into political power, they may become a major force in the twenty-first century.
