Crafting The Customer Experience For People Not Like You

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Crafting the Customer Experience For People Not Like You

Author : Kelly McDonald
Publisher : John Wiley & Sons
ISBN 13 : 1118461673
Total Pages : 208 pages
Book Rating : 4.1/5 (184 download)

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Book Synopsis Crafting the Customer Experience For People Not Like You by : Kelly McDonald

Download or read book Crafting the Customer Experience For People Not Like You written by Kelly McDonald and published by John Wiley & Sons. This book was released on 2012-10-09 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.

How to Market to People Not Like You

Author : Kelly McDonald
Publisher : John Wiley & Sons
ISBN 13 : 1118015002
Total Pages : 246 pages
Book Rating : 4.1/5 (18 download)

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Book Synopsis How to Market to People Not Like You by : Kelly McDonald

Download or read book How to Market to People Not Like You written by Kelly McDonald and published by John Wiley & Sons. This book was released on 2011-02-11 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: Reach new and diverse customer groups and expand your market share The standard approach to marketing is to look for as many people as possible who fit one core customer profile. How to Market to People Not Like You challenges this traditional thinking about core customer bases, giving you a new approach to expand your customer base and your business. Arguing for focusing on customer values rather than demographics, How to Market to People Not Like You reveals how you can grow business and profits by targeting those who are different from your core audience, rather than those who share similarities. Reach unfamiliar new market segments with your products Learn how to engage micro-segmented customer groups Author's company was named one of the top ad agencies in the US by Ad Age Find out How to Market to People Not Like You, understand the needs and values that distinguish diverse customers, and reach their hearts, minds, and wallets.

How to Work With and Lead People Not Like You

Author : Kelly McDonald
Publisher : John Wiley & Sons
ISBN 13 : 1119369959
Total Pages : 165 pages
Book Rating : 4.1/5 (193 download)

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Book Synopsis How to Work With and Lead People Not Like You by : Kelly McDonald

Download or read book How to Work With and Lead People Not Like You written by Kelly McDonald and published by John Wiley & Sons. This book was released on 2017-08-14 with total page 165 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you're in a diverse team, you know employee differences can cause miscommunication, lower trust, and hurt productivity. . . It doesn't have to be this way! The people you work with may be from a different generation, different culture, different race, different gender, or just a different philosophy toward work and life in general, but you need to work together toward a common goal. How to Work With and Lead People Not Like You explains how to dial down the differences, smooth out the friction, and play upon each other's strengths to become more effective, more productive, and less stressed. The keys are to find the common ground and identify hidden conflicts that are hurting productivity. Many people shudder at the prospect of working with diverse groups of people, but they can't voice their fear or anxiety. At work, it's not OK or politically correct to say, 'I'm uncomfortable with this person.' In fact, if you do say something along those lines, your job may be at risk. Your company may terminate you for not being on the 'diversity bandwagon.' So you keep quiet and you keep your thoughts to yourself. But deep down, you are uncomfortable. If you feel like this, it doesn't mean you're racist, sexist, ageist, homophobic, or any other negative label. It means you're struggling. You're struggling to understand people, cultures, or values that are unfamiliar to you. You're struggling to do your job with teammates and coworkers who may have very different viewpoints or different approaches to communication than you have. You're struggling to overcome differences and pull together to achieve high performance at work. Whether you're leading a diverse team, working in a challenging cross-cultural environment, or simply working with people who are 'not like you,' you need to be able to get along with everyone as a team, to get the work done. This book explains the skills you need to communicate, motivate, and inspire people to collaborate—even if they have very different values, lifestyles, or priorities. Learn key steps that bring cohesion to diversity How to have a constructive conversation about working alongside people who are different The four magic words that make this easier and smooth over friction What not to say—and why Learn to set aside differences and get things done Learn how to handle a racist, sexist, homophobic or offensive remark in a professional way Retain your sanity when colleagues drive you crazy The changing demographics of today's workforce bring conflicting viewpoints, perspectives, approaches, skills, habits, and personalities together in one place; whether that leads to synergy or catastrophe is up to you. How to Work With and Lead People Not Like You helps you turn a hurdle into an advantage so you or your team can do more, achieve more, and enjoy the ride.

Transform Customer Experience

Author : Isabella Villani
Publisher : John Wiley & Sons
ISBN 13 : 0730368386
Total Pages : 237 pages
Book Rating : 4.7/5 (33 download)

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Book Synopsis Transform Customer Experience by : Isabella Villani

Download or read book Transform Customer Experience written by Isabella Villani and published by John Wiley & Sons. This book was released on 2019-01-18 with total page 237 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your customers are your future. Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart. From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution. Transform Customer Experience offers real-life insights into effective strategies for developing and implementing Customer Experience (CX) programs in a range of corporate, governmental and non-profit environments. • Shows you how to address dimensions of diversity in the customer base • Outlines customer journey mapping • Discusses the implications of customers’ omnichannel engagement • Addresses the importance of positive employee experience in establishing a supportive CX culture. Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it.

More Is More

Author : Blake Morgan
Publisher : Taylor & Francis
ISBN 13 : 1351694499
Total Pages : 222 pages
Book Rating : 4.3/5 (516 download)

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Book Synopsis More Is More by : Blake Morgan

Download or read book More Is More written by Blake Morgan and published by Taylor & Francis. This book was released on 2017-04-21 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Less is more” may be good advice for many efforts, but it is terrible advice when it comes to customer experience. Brands that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. Companies that embrace a “more is more” philosophy work harder and go further to ensure that their customers have a positive experience: they do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. Customer experience guru Blake Morgan walks you through the D.O.M.O.R.E. concepts that set businesses up for success by emphasizing the importance of relationships. Companies that do more: Design something special Offer a strong employee experience Modernize with technology Obsess over the customer Reward responsibility and accountability Embrace disruption and innovation More Is More offers practical advice for building or improving customer experience that you can apply immediately at your own organization. Time is of the essence: your customers are not willing to wait for you to get the customer experience right. Outlining the key areas you need to address immediately, More Is More will help you weather external changes, remain relevant, and thrive in today’s ever-changing business landscape.

StartupPro: How to set up and grow a tech business

Author : Martin Zwilling
Publisher : Packt Publishing Ltd
ISBN 13 : 1783001437
Total Pages : 236 pages
Book Rating : 4.7/5 (83 download)

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Book Synopsis StartupPro: How to set up and grow a tech business by : Martin Zwilling

Download or read book StartupPro: How to set up and grow a tech business written by Martin Zwilling and published by Packt Publishing Ltd. This book was released on 2014-12-01 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: If your find yourself daydreaming about your own business and not just your next promotion, this book will help you shape your ideas as you begin your enrepreneurial journey.

Designing Future-Oriented Airline Businesses

Author : Nawal K. Taneja
Publisher : Routledge
ISBN 13 : 1317152174
Total Pages : 308 pages
Book Rating : 4.3/5 (171 download)

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Book Synopsis Designing Future-Oriented Airline Businesses by : Nawal K. Taneja

Download or read book Designing Future-Oriented Airline Businesses written by Nawal K. Taneja and published by Routledge. This book was released on 2016-04-22 with total page 308 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designing Future-Oriented Airline Businesses is the eighth Ashgate book by Nawal K. Taneja to address the ongoing challenges and opportunities facing all generations of airlines. Firstly, it challenges and encourages airline managements to take a deeper dive into new ways of doing business. Secondly, it provides a framework for identifying and developing strategies and capabilities, as well as executing them efficiently and effectively, to change the focus from cost reduction to revenue enhancement and from competitive advantage to comparative advantage. Based on the author’s own extensive experience and ongoing work in the global airline industry, as well as through a synthesis of leading business practices both inside and outside of the industry, Designing Future-Oriented Airline Businesses sets out to demystify numerous concepts being discussed within the airline industry and to facilitate managements to identify and articulate the boundaries of their business models. It provides material from which managements can set about answering the key questions, especially with respect to strategies, capabilities and execution, and pursue an effective redesign of their business. As with the author’s previous books, the primary audience is senior-level practitioners of differing generations of airlines worldwide as well as related businesses. The material presented continues to be at a pragmatic level, not an academic exercise, to lead managements to ask themselves and their teams some critical thought-provoking questions.

Crafting Customer Experience Strategy

Author : Sapna Popli
Publisher : Emerald Group Publishing
ISBN 13 : 1839097108
Total Pages : 257 pages
Book Rating : 4.8/5 (39 download)

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Book Synopsis Crafting Customer Experience Strategy by : Sapna Popli

Download or read book Crafting Customer Experience Strategy written by Sapna Popli and published by Emerald Group Publishing. This book was released on 2021-05-04 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Women, Minorities, and Other Extraordinary People

Author : Barbara B. Adams PsyD
Publisher : Greenleaf Book Group
ISBN 13 : 1626345082
Total Pages : 256 pages
Book Rating : 4.6/5 (263 download)

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Book Synopsis Women, Minorities, and Other Extraordinary People by : Barbara B. Adams PsyD

Download or read book Women, Minorities, and Other Extraordinary People written by Barbara B. Adams PsyD and published by Greenleaf Book Group. This book was released on 2018-09-18 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Diverse, inclusive organizations have a distinct business advantage over other organizations. They innovate faster, outperform other companies, and even produce higher financial returns. Workforce diversity, as a business strategy, drives success and can transform a company. But inclusive diversity is difficult to attain, and honestly, about more than just economic benefit. People are looking for guidance on how to do this vital work. Companies that want greater diversity inevitably find that they come up against culture and obstacles they are ill-equipped to handle. When the way we’ve done business no longer represents the kinds of organizations we want to be, how do we step out of our old models and mindsets? This book is for anyone who wants change in the workplace and knows their companies could do more and be more. It’s for business leaders, hiring managers, human resources, all those within an organization who believe things can be done differently. In this book, Dr. Adams lays out clear, actionable steps readers can take to develop sustainably diverse and inclusive workplaces. As an organizational psychologist who’s been helping companies create measurable change for over 20 years, she offers tangible solutions to complex issues that will enable companies to walk a new path of diversity and inclusion, heightening their performance and success.

NAMING FOR SUCCESS: Naming Kids for THEIR Future

Author : David Conrad Mayer
Publisher : David Conrad Mayer
ISBN 13 :
Total Pages : 24 pages
Book Rating : 4./5 ( download)

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Book Synopsis NAMING FOR SUCCESS: Naming Kids for THEIR Future by : David Conrad Mayer

Download or read book NAMING FOR SUCCESS: Naming Kids for THEIR Future written by David Conrad Mayer and published by David Conrad Mayer. This book was released on 2014-11-20 with total page 24 pages. Available in PDF, EPUB and Kindle. Book excerpt: The baby naming system where parents are in total control. YOU create the Perfect baby names.

The Design of Sites

Author : van Duyne (Douglas K.)
Publisher : Addison-Wesley Professional
ISBN 13 : 9780201721492
Total Pages : 822 pages
Book Rating : 4.7/5 (214 download)

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Book Synopsis The Design of Sites by : van Duyne (Douglas K.)

Download or read book The Design of Sites written by van Duyne (Douglas K.) and published by Addison-Wesley Professional. This book was released on 2003 with total page 822 pages. Available in PDF, EPUB and Kindle. Book excerpt: Creating a Web site is easy. Creating a well-crafted Web site that provides a winning experience for your audience and enhances your profitability is another matter. It takes research, skill, experience, and careful thought to build a site that maximizes retention and repeat visits.

Voice and Tone Strategy

Author : John Caldwell
Publisher : XML Press
ISBN 13 : 1937434699
Total Pages : 105 pages
Book Rating : 4.9/5 (374 download)

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Book Synopsis Voice and Tone Strategy by : John Caldwell

Download or read book Voice and Tone Strategy written by John Caldwell and published by XML Press. This book was released on 2020-02-25 with total page 105 pages. Available in PDF, EPUB and Kindle. Book excerpt: Connections. We all want them. We seek them in our everyday lives, in our rel ationships with people, places and things. Emotion is at the heart of any meanin gful connection, and how we talk to each other taps into it. Our character, brou ght to life through our voice, is the most powerful tool we have to connect with people, especially when it comes to connecting on an emotional level. In the past, a transactional relationship with customers was sufficient. A simple experience that delivered a clear benefit, such as extra money in their pocket or the easy completion of a task, was all you needed to satisfy and retain existing customers. But times have changed. Today, more than ever, consumers gravitate toward—and increasingly, crave—meaningful experiences. This book focuses on the role of a voice and tone strategy as a part of a successful content strategy. Voice and Tone Strategy: Connecting with People through Content shows you how to create a voice and tone strategy that addresses customer needs and helps you build exceptional customer relationships.

Value Creation

Author : Gautam Mahajan
Publisher : SAGE Publishing India
ISBN 13 : 9351508994
Total Pages : 339 pages
Book Rating : 4.3/5 (515 download)

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Book Synopsis Value Creation by : Gautam Mahajan

Download or read book Value Creation written by Gautam Mahajan and published by SAGE Publishing India. This book was released on 2016-06-20 with total page 339 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is about giving the CEO what he wants to know about Value creation and success.

INSPIRED

Author : Marty Cagan
Publisher : John Wiley & Sons
ISBN 13 : 111938754X
Total Pages : 370 pages
Book Rating : 4.1/5 (193 download)

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Book Synopsis INSPIRED by : Marty Cagan

Download or read book INSPIRED written by Marty Cagan and published by John Wiley & Sons. This book was released on 2017-11-17 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

X

Author : Brian Solis
Publisher : John Wiley & Sons
ISBN 13 : 1118526392
Total Pages : 256 pages
Book Rating : 4.1/5 (185 download)

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Book Synopsis X by : Brian Solis

Download or read book X written by Brian Solis and published by John Wiley & Sons. This book was released on 2015-10-13 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Welcome to a new era of business in which your brand is defined by those who experience it. Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you re not around? In an always-on world where everyone is connected to information and also one another, customer experience is your brand. And, without defining experiences, brands become victim to whatever people feel and share. In his new book X: The Experience When Business Meets Design bestselling author Brian Solis shares why great products are no longer good enough to win with customers and why creative marketing and delightful customer service too are not enough to succeed. In X, he shares why the future of business is experiential and how to create and cultivate meaningful experiences. This isn’t your ordinary business book. The idea of a book was re-imagined for a digital meets analog world to be a relevant and sensational experience. Its aesthetic was meant to evoke emotion while also giving new perspective and insights to help you win the hearts and minds of your customers. And, the design of this book, along with what fills its pages, was done using the principles shared within. Brian shares more than the importance of experience. You’ll learn how to design a desired, meaningful and uniform experience in every moment of truth in a fun way including: How our own experience gets in the way of designing for people not like us Why empathy and new perspective unlock creativity and innovation The importance of User Experience (UX) in real life and in executive thinking The humanity of Human-Centered Design in all you do The art of Hollywood storytelling from marketing to product design to packaging Apple’s holistic approach to experience architecture The value of different journey and experience mapping approaches The future of business lies in experience architecture and you are the architect. Business, meet design. X

Success Is Closer Than You Think

Author : Pierre-Henry Soria
Publisher : Pierre-Henry Soria
ISBN 13 :
Total Pages : 168 pages
Book Rating : 4.8/5 (76 download)

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Book Synopsis Success Is Closer Than You Think by : Pierre-Henry Soria

Download or read book Success Is Closer Than You Think written by Pierre-Henry Soria and published by Pierre-Henry Soria. This book was released on 2024-01-18 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: Success is Closer Than You Think for 2024 provides the fundamental principles to succeed in everything you undertake, both personal and professional life. It's about your life philosophy that brings you happiness, satisfaction, and financial freedom. With this book, you will finally get the necessary tools to build your ideal life.

People Love You

Author : Jeb Blount
Publisher : John Wiley & Sons
ISBN 13 : 1118433246
Total Pages : 199 pages
Book Rating : 4.1/5 (184 download)

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Book Synopsis People Love You by : Jeb Blount

Download or read book People Love You written by Jeb Blount and published by John Wiley & Sons. This book was released on 2013-02-04 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience - something they remember. When they have a negative experience, they tend to vote with their feet (and their wallets) and head straight to your competitors. When customers have positive emotional experiences, it anchors them to your brand, your product or service, and ultimately to you. In the twenty-first century, competitive advantages derived from unique products are services are short-lived because competitors are able to quickly and easily duplicate or match your offering. Likewise a focus on customer satisfaction and loyalty will no longer give you the competitive edge. Delivering a legendary customer experience has emerged as the single most important competitive advantage for companies across all industries. In People Love You you’ll learn the real secrets of customer experience including: 7 Essential Principles of Customer Engagement 5 Levers for Creating a Legendary Customer Experience The Secret to Bridging the Experience Gap How to Leverage the Pull Strategy to become a Trusted Advisor 2 Most Important Rules for Dealing with Pissed-off Customers In a hypercompetitive, global marketplace protecting your company’s customer base, the lifeblood of your business, must become your number one priority. The rubber hits the road with account managers, project managers, sales professionals, and customer service professionals—the people most connected to customers—who are on the frontlines of customer experience. They build unique and enduring emotional connections with customers that creating long-term revenue and profit streams. In People Love You, human relationship guru, Jeb Blount, gives you a powerful playbook for interacting with customers in a way that creates deep, enduring, visceral connections that withstand relentless economic and competitive assaults.