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Author : John O'Connor
Publisher :
ISBN 13 : 9780646998114
Total Pages : pages
Book Rating : 4.9/5 (981 download)
Download or read book Customer at the Heart written by John O'Connor and published by . This book was released on 2019-03-15 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Jerry Angrave
Publisher : Walter de Gruyter GmbH & Co KG
ISBN 13 : 311064133X
Total Pages : 156 pages
Book Rating : 4.1/5 (16 download)
Download or read book The Journey Mapping Playbook written by Jerry Angrave and published by Walter de Gruyter GmbH & Co KG. This book was released on 2020-10-12 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK
Author : Hubert Joly
Publisher : Harvard Business Press
ISBN 13 : 1647820391
Total Pages : 154 pages
Book Rating : 4.6/5 (478 download)
Download or read book The Heart of Business written by Hubert Joly and published by Harvard Business Press. This book was released on 2021-05-04 with total page 154 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Wall Street Journal Bestseller Named a Financial Times top title How to unleash "human magic" and achieve improbable results. Hubert Joly, former CEO of Best Buy and orchestrator of the retailer's spectacular turnaround, unveils his personal playbook for achieving extraordinary outcomes by putting people and purpose at the heart of business. Back in 2012, "Everyone thought we were going to die," says Joly. Eight years later, Best Buy was transformed as Joly and his team rebuilt the company into one of the nation's favorite employers, vastly increased customer satisfaction, and dramatically grew Best Buy's stock price. Joly and his team also succeeded in making Best Buy a leader in sustainability and innovation. In The Heart of Business, Joly shares the philosophy behind the resurgence of Best Buy: pursue a noble purpose, put people at the center of the business, create an environment where every employee can blossom, and treat profit as an outcome, not the goal. This approach is easy to understand, but putting it into practice is not so easy. It requires radically rethinking how we view work, how we define companies, how we motivate, and how we lead. In this book Joly shares memorable stories, lessons, and practical advice, all drawn from his own personal transformation from a hard-charging McKinsey consultant to a leader who believes in human magic. The Heart of Business is a timely guide for leaders ready to abandon old paradigms and lead with purpose and humanity. It shows how we can reinvent capitalism so that it contributes to a sustainable future.
Author : Annette Franz
Publisher :
ISBN 13 : 9781686886812
Total Pages : 219 pages
Book Rating : 4.8/5 (868 download)
Download or read book Customer Understanding written by Annette Franz and published by . This book was released on 2019-09-03 with total page 219 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 13 : 9781941688649
Total Pages : 188 pages
Book Rating : 4.6/5 (886 download)
Download or read book How Hard Is It to Be Your Customer? written by Jim Tincher and published by PMP. This book was released on 2019-06-11 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author : Micah Solomon
Publisher : SelectBooks, Inc.
ISBN 13 : 159079379X
Total Pages : 191 pages
Book Rating : 4.5/5 (97 download)
Download or read book The Heart of Hospitality written by Micah Solomon and published by SelectBooks, Inc.. This book was released on 2016-10-11 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: Success in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler. This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management including: Four Seasons Chairman Isadore Sharp: How to build an unsinkable company culture Union Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and more Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach Ritz-Carlton President and COO Herve Humler: How to engage today’s new breed of luxury travelers Double-five-star chef and hotelier Patrick O’Connell (The Inn at Little Washington) shares the secrets of creating hospitality connections Designer David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today’s travelers Restaurateur Traci Des Jardins on building a “narcissism-free” hospitality culture Legendary chef Eric Ripert’s principles of creating a great guest experiences, simultaneously within a single dining room. The Heart of Hospitality is a hospitality management resource like no other, put together by leading customer service expert Micah Solomon. Filled with exclusive, first-hand stories and wisdom from the top professionals in the industry, The Heart of Hospitality is an essential hospitality industry resource. As Ritz-Carlton President and COO Herve Humler says in his foreword to the book, “If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you’ll find the secrets here.”
Author : Judith Sherven
Publisher : Morgan James Publishing
ISBN 13 : 1600377866
Total Pages : 215 pages
Book Rating : 4.6/5 (3 download)
Download or read book The Heart of Marketing written by Judith Sherven and published by Morgan James Publishing. This book was released on 2009-05-01 with total page 215 pages. Available in PDF, EPUB and Kindle. Book excerpt: “This book will radically boost your sales. Feeling good about yourself afterwards will just be a nice side effect” (Mark Joyner, author of The Irresistible Offer). This book is about marketing. But more important, this is a book about you, the soft sell marketer—and your desire to market and sell your products and services, online or off, without compromising your personal or professional values. In short, it’s about putting your heart into marketing. Based on the principle that selling is spiritual service, this book validates the power of heart-to-heart connections that lead to emotional authenticity and marketing believability, taking sales beyond mere commercial transactions into long-term customer relationships. For those who want to focus on integrity, avoid deceptive or hard-sell tactics, and maintain a balance between commerce and conscience, it will inspire the imagination—setting the foundation for you to understand and profit from the practice of soft sell marketing.
Author : Shep Hyken
Publisher : Greenleaf Book Group
ISBN 13 : 1626340102
Total Pages : 249 pages
Book Rating : 4.6/5 (263 download)
Download or read book Amaze Every Customer Every Time written by Shep Hyken and published by Greenleaf Book Group. This book was released on 2013-09-03 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
Author : Jim Kalbach
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1491923482
Total Pages : 770 pages
Book Rating : 4.4/5 (919 download)
Download or read book Mapping Experiences written by Jim Kalbach and published by "O'Reilly Media, Inc.". This book was released on 2016-04-25 with total page 770 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions. Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value. Mapping Experiences is divided into three parts: Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models
Author : Scott DeGarmo
Publisher : Prima Lifestyles
ISBN 13 : 9780761517597
Total Pages : 364 pages
Book Rating : 4.5/5 (175 download)
Download or read book Heart to Heart written by Scott DeGarmo and published by Prima Lifestyles. This book was released on 1999 with total page 364 pages. Available in PDF, EPUB and Kindle. Book excerpt: Prima's groundbreaking bestsellers Wave 3 and The Wave 3 Way focused on the financial rewards of network marketing. Heart to Heart reveals the even more enriching rewards offered by this worldwide phenomenon that has changed the lives of millions of people around the world.
Author : Jodi Picoult
Publisher : Penguin
ISBN 13 : 1101042443
Total Pages : 465 pages
Book Rating : 4.1/5 (1 download)
Download or read book Harvesting the Heart written by Jodi Picoult and published by Penguin. This book was released on 1995-04-01 with total page 465 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the author of the #1 New York Times bestsellers Small Great Things and Mad Honey, a novel exploring the story of a young woman overcome by the demands of having a family. Paige has only a few vivid memories of her mother, who abandoned her at five years old. Now, having left her father behind in Chicago for dreams of art school and marriage to an ambitious young doctor, she finds herself with a child of her own. But her mother's absence and shameful memories of her past force her to doubt whether she could ever be capable of bringing joy and meaning into the life of her child, gifts her own mother never gave. Harvesting the Heart is written with astonishing clarity and evocative detail, convincing in its depiction of emotional pain, love, and vulnerability, and recalls the writing of Alice Hoffman and Kristin Hannah. Out of Paige's struggle to find wholeness, Jodi Picoult crafts an absorbing novel peopled by richly drawn characters, and explores motherhood with a power and depth only she is capable of. “A brilliant, moving examination of motherhood, brimming with detail and emotion.” —Richmond Times-Dispatch “Jodi Picoult explores the fragile ground of ambivalent motherhood in her lush second novel. This story belongs to… the lucky reader.” —The New York Times Book Review
Author : Peter Fader
Publisher :
ISBN 13 :
Total Pages : 128 pages
Book Rating : 4.:/5 (113 download)
Download or read book Customer Centricity written by Peter Fader and published by . This book was released on 2012 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Anthony K. Tjan
Publisher : Harvard Business Press
ISBN 13 : 1422161943
Total Pages : 256 pages
Book Rating : 4.4/5 (221 download)
Download or read book Heart, Smarts, Guts, and Luck written by Anthony K. Tjan and published by Harvard Business Press. This book was released on 2012 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Examines the traits that define most people who achieve success, heart, smarts, guts, and luck, and helps readers to determine which traits they possess.
Author : Sam Allman
Publisher : Acanthus Pub
ISBN 13 : 9781933631325
Total Pages : 240 pages
Book Rating : 4.6/5 (313 download)
Download or read book Heart and Mind Selling written by Sam Allman and published by Acanthus Pub. This book was released on 2006-09-01 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the Age of Google, speed dating, and ever-shorter attention spans, Sam Allman is an expert in a vital life skill: how to create meaningful human contact. In his book HEART AND MIND SELLING the acclaimed 'Sales Love Doctor' shows readers how to significantly increase sales and retain customers by learning how to connect with their emotions and thought processes. After reading Allman's book, readers won't just close sales. They'll build mutually satisfying, long-term relationships.
Author : Dick Cheney
Publisher : Simon and Schuster
ISBN 13 : 1476725411
Total Pages : 397 pages
Book Rating : 4.4/5 (767 download)
Download or read book Heart written by Dick Cheney and published by Simon and Schuster. This book was released on 2013-10-22 with total page 397 pages. Available in PDF, EPUB and Kindle. Book excerpt: Former Vice President Dick Cheney and his longtime cardiologist, Dr. Jonathan Reiner, share the story of Cheney’s thirty-five-year battle with heart disease—providing insight into the incredible medical breakthroughs that have changed cardiac care over the last four decades. For as long as he has served at the highest levels of business and government, Vice President Dick Cheney has also been one of the world’s most prominent heart patients. Now, for the first time ever, Cheney, together with his longtime cardiologist, Jonathan Reiner, MD, shares the very personal story of his courageous thirty-five-year battle with heart disease, from his first heart attack in 1978 to the heart transplant he received in 2012. In 1978, when Cheney suffered his first heart attack, he received essentially the same treatment President Eisenhower had had in 1955. Since then, cardiac medicine has been revolutionized, and Cheney has benefitted from nearly every medical breakthrough. At each juncture, when Cheney faced a new health challenge, the technology was one step ahead of his disease. Cheney’s story is in many ways the story of the evolution of modern cardiac care. Heart is the riveting, singular memoir of both doctor and patient. Like no US politician has before him, Cheney opens up about his health struggles, sharing harrowing, never-before-told stories about the challenges he faced during a perilous time in our nation’s history. Dr. Reiner provides his perspective on Cheney’s case and also gives readers a fascinating glimpse into his own education as a doctor and the history of our understanding of the human heart. He masterfully chronicles the important discoveries, radical innovations, and cutting-edge science that have changed the face of medicine and saved countless lives. Powerfully braiding science with story and the personal with the political, Heart is a sweeping, inspiring, and ultimately optimistic book that will give hope to the millions of Americans affected by heart disease.
Author : Paul Uduk
Publisher : Trafford Publishing
ISBN 13 : 1426965478
Total Pages : 254 pages
Book Rating : 4.4/5 (269 download)
Download or read book Bridges to the Customer's Heart written by Paul Uduk and published by Trafford Publishing. This book was released on 2011-05-25 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bridges to the Customers Heart successfully captures the essence of what it takes to be customer-centric. The to-do-list approach reduces complex concepts to ideas that you can use right on a Monday morning to deliver superior service to the customer in whatever business situation you find yourself. After reading every Bridge you feel like jumping right into the service arena as a genuine apostle of service excellence to do whatever it takes to satisfy the customer. Bridges speaks directly to senior management, frontline people, and the owner manager alike, challenging orthodoxy, business as usual, and mediocrity wherever they raise their ugly heads.
Author : Nick Mehta
Publisher : John Wiley & Sons
ISBN 13 : 1119167965
Total Pages : 256 pages
Book Rating : 4.1/5 (191 download)
Download or read book Customer Success written by Nick Mehta and published by John Wiley & Sons. This book was released on 2016-02-29 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.
