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Empowering The Customer
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Book Synopsis Empowering the Customer by : Victor Ayeni
Download or read book Empowering the Customer written by Victor Ayeni and published by Commonwealth Secretariat. This book was released on 2001 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: This publication explores some of these recent strategies based on Commonwealth best practice. It presents, among other things, guidelines on developing clients' charters, setting appropriate standards for public services, and meeting the expectations of the socially deprived.
Download or read book Empowered written by Josh Bernoff and published by Harvard Business Press. This book was released on 2010-09-14 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: It's the new normal. Now all of your employees are Twittering away and friending clients on Facebook. Not to mention customers--who feel obligated to update your Wikipedia entry with product complaints. In this new world, dealing with empowered employees and customers --Insurgents -- is only going to get more challenging. Employees are using this technology in the workplace and customers are using it in the marketplace, and neither obey the rules you set up. This chaos is your future as a manager. You could try to shut it down and shut it off. Or you can harness it and reap the business benefits. According to Josh Bernoff and Ted Schadler of Forrester Research (the organization that brought you Groundswell), your defense against insurgents is to enable them. At its heart, this is a book about how to scale the management of insurgency, both the innovation of insurgent employees and the energy of insurgent customers. The key is a process Forrester calls E Triple S, for the four elements of managing insurgents effectively: empowering, selecting, scaling, and socializing. While it's based in current trends, the core concept of Managing Insurgents -- that the next management and innovation challenge is harnessing individuals empowered by mobile, social, and connected technology -- is a new idea. In the wake of Groundswell, dozens of social-technology-for-business books cropped up. And there are plenty of books on improving your customer service. But there's no serious business book about management, marketing, and innovation in the throes of this trend. When Insurgency hits, it will be perceived not just as a sequel to Groundswell but as the start of a new management philosophy.
Download or read book EMPOWERED written by Marty Cagan and published by John Wiley & Sons. This book was released on 2020-12-03 with total page 435 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Great teams are comprised of ordinary people that are empowered and inspired. They are empowered to solve hard problems in ways their customers love yet work for their business. They are inspired with ideas and techniques for quickly evaluating those ideas to discover solutions that work: they are valuable, usable, feasible and viable. This book is about the idea and reality of "achieving extraordinary results from ordinary people". Empowered is the companion to Inspired. It addresses the other half of the problem of building tech products?how to get the absolute best work from your product teams. However, the book's message applies much more broadly than just to product teams. Inspired was aimed at product managers. Empowered is aimed at all levels of technology-powered organizations: founders and CEO's, leaders of product, technology and design, and the countless product managers, product designers and engineers that comprise the teams. This book will not just inspire companies to empower their employees but will teach them how. This book will help readers achieve the benefits of truly empowered teams"--
Book Synopsis CRM in Real Time by : Barton J. Goldenberg
Download or read book CRM in Real Time written by Barton J. Goldenberg and published by Information Today, Inc.. This book was released on 2008 with total page 388 pages. Available in PDF, EPUB and Kindle. Book excerpt: This comprehensive guide to Customer Relationship Management (CRM) draws on Barton Goldenbergs 20 plus years of experience guiding firms to a successful implementation of CRM solutions and techniques. Goldenberg demonstrates how the right mix of people, process, and technology can help firms achieve a superior level of customer satisfaction, loyalty, and new business. Beginning with a primer for executives who need to get quickly up-to-speed on CRM, the book covers a full range of critical issues including integration challenges and security concerns, and illuminates CRMs key role in the 24/7/365 real-time business revolution. CRM in Real Time is an essential guide for any organization seeking to maximize customer relationships, coordinate customer-facing functions, and leverage the power of the Internet as business goes real time.
Book Synopsis Judgment on the Front Line by : Chris DeRose
Download or read book Judgment on the Front Line written by Chris DeRose and published by Penguin. This book was released on 2012-10-11 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: Front-line employees who deal directly with customers are the face of any organization. Not only do they have the most impact on how a brand is perceived, but they are also the most valuable source of insight into what customers want and how to give it to them. Unfortunately, as management experts Chris DeRose and Noel M. Tichy explain, most organizations don't know how to evaluate the risk of giving employees more autonomy. Many of those who are willing to try haven't even invested resources in ensuring that-once the shackles are off-front-line employees make good judgments. Tichy and DeRose offer powerful examples of front-line leadership, such as: How Zappos trusts its people to do anything in service of a customer, including providing free product or reimbursing for mistakes How Mayo Clinic of Arizona enabled its nurses to challenge the hierarchy in order to improve patient care
Book Synopsis Amaze Every Customer Every Time by : Shep Hyken
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.
Book Synopsis The Convenience Revolution by : Shep Hyken
Download or read book The Convenience Revolution written by Shep Hyken and published by Sound Wisdom. This book was released on 2018-10-02 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: Convenience is King When you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals. There’s a reason they call it a convenience store – because it’s convenient! When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven? Customers who shop at convenience stores know the selection is smaller and the prices are often higher...yet they still come in droves because of the ease of purchase. What about the minibar in your hotel room? That’s convenient too...but the convenience comes at a cost. Did you ever stop to think that the same $5.00 can of Coca-Cola in the hotel’s mini-fridge can be bought down the hall from the vending machine for just $1.25? Yet even with that can of Coke being four times more expensive, hotels are restocking minibars every day. Customers will pay for convenience. And they’ll choose to do more business over time with the people and companies that make their lives more convenient! Whether you’re trying to out-service a competitor or disrupt an entire industry, creating less friction and being more convenient for your customers should be your strategy. When you raise the convenience bar, you create the next level of amazing customer experience. This book shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You’ll learn six compelling strategies, supported by numerous examples and case studies that will fuel your plan to create a focus on convenience for your customers. The value proposition is both simple and profound: when you reduce friction and make it easier for customers to do business with you, they’ll reward you with their money, their loyalty, and their referrals. That’s the advantage of being a part of The Convenience Revolution.
Book Synopsis The 5 Step Guide to Empowering Consumers by : Ray G. Chubb
Download or read book The 5 Step Guide to Empowering Consumers written by Ray G. Chubb and published by . This book was released on 2011-12 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt: With the current state of the economy businesses must be at their best to keep the customers coming to them. The problem is that most companies have lost touch with what really makes a customer's experience a positive one. The 5 Step Guide to Empowering Consumers is the first book written to educate the customer on how to win in every purchase transaction and customer service experience. Many books have been written for the salesperson, customer service rep and the decision makers but, now you hold the power in your hands to change the sociology of our economy.
Download or read book On Our Terms written by Stansfield and published by . This book was released on 2018-02 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Empowering Workers and Clients for Organizational Change by : Marcia B. Cohen
Download or read book Empowering Workers and Clients for Organizational Change written by Marcia B. Cohen and published by Oxford University Press. This book was released on 2013-08 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: Empowering Workers and Clients for Organizational Change teaches students to effectively engage in organizational change at the service delivery level ... The contributors discuss strategies for assessing the structural characteristics of agencies, organizational culture, and empowerment, and provide information on the use of force field analysis as an assessment framework that can help bring about change within human service agencies"--Back cover
Book Synopsis Empowerment Takes More Than a Minute by : Ken Blanchard
Download or read book Empowerment Takes More Than a Minute written by Ken Blanchard and published by Berrett-Koehler Publishers. This book was released on 2001-10-01 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the newly updated edition of this classic empowerment business fable—over 400,000 copies sold—Ken Blanchard and John Carlos show you how to shift to an empowered, employee-driven work environment. Empowerment Takes More Than a Minute tells the story of a young manager whose attempts to turn his troubled company around through traditional top-down, command-and-control management are failing. Reluctantly, he contacts an expert in empowerment, even though he feels like he's already tried that approach. Step by step, the expert helps him understand why his past and present efforts have fallen short and figure out what he needs to do to create an empowered workforce. The process as it unfolds is complex, paradoxical, and counterintuitive—but well worth the effort. This new edition dispels the notion that empowerment is a bygone fad. No matter what its name, the essential concept—that organizations can achieve extraordinary results by recognizing and taking advantage of the skills, experience, and knowledge already existing in the organization—will always be relevant. Although sometimes arduous, the journey to empowerment is well worth embarking on. In fact, unleashing the power of people in an organization may be the only way to continue to do business in a competitive, complicated marketplace.
Book Synopsis Customer & Service Systems by : Geyer-Schulz, Andreas
Download or read book Customer & Service Systems written by Geyer-Schulz, Andreas and published by KIT Scientific Publishing. This book was released on 2014-07-03 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second French-German workshop about Consumer Empowerment took place at the University of Karlsruhe (KIT) between January 10-11, 2013. Within the scope of consumer empowerment scientists discussed recent developments in this field and established cross-disciplinary coop- erations in their own fields of research.
Book Synopsis Empowering Employees Through Delegation by : Robert B. Nelson
Download or read book Empowering Employees Through Delegation written by Robert B. Nelson and published by Irwin Professional Publishing. This book was released on 1994 with total page 206 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Provides a step-by-step guide through the delegation process"--Preface.
Download or read book Empowered written by Josh Bernoff and published by Harvard Business Press. This book was released on 2010 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dozens of case studies and examples from firms in every industry, from retail to business services --
Book Synopsis Exponential: Transform Your Brand by Empowering Instead of Interrupting by : Jeff Rosenblum
Download or read book Exponential: Transform Your Brand by Empowering Instead of Interrupting written by Jeff Rosenblum and published by McGraw Hill Professional. This book was released on 2021-12-07 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: One of the world’s top advertising executives shows how iconic brands win new customers and build armies of evangelists. Great brands stand for more than just cool products and clever advertisements. They inspire audiences. They enrich communities. They energize people. They move people’s lives forward. Most importantly, great brands don’t just interrupt: they empower. And that empowerment leads to exponential growth. Over the past 20 years, Jeff Rosenblum and his team at Questus have created content and campaigns for Apple, Capital One, Disney, The NFL, Samsung, Starbucks, Universal, Wyndham, Verizon and many more of the world’s most iconic brands. In Exponential, he turns that wealth of experience into a comprehensive program for modern advertising and business strategy. The book makes a passionate case that business leaders need to shift away from interruptions and superficial messages to focus on empowerment, culture, values, leadership, and transparency. With engaging stories and revealing brand examples, Exponential shows how brands can: Produce exponential growth by shifting from interruptions to empowerment Create brand evangelists with content that informs and inspires Embrace transparency and culture to tell authentic brand stories Generate massive ROI throughout the purchase journey Exponential is about storytelling done right, and the book practices what it preaches. It’s packed with colorful anecdotes from Rosenblum’s own career and clear examples of brands that grew exponentially. With a light touch, it unpacks heavy insights from neuroscience, market research, and big data, outlining what it takes for brands to truly be great and not merely say they are great.
Book Synopsis The New Experts by : Robert H. Bloom
Download or read book The New Experts written by Robert H. Bloom and published by Greenleaf Book Group. This book was released on 2010 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: The New Experts Delivers a Practical Strategy for Recruiting & Retaining Today's Seller-Agnostic Customers. Who are these “new experts”? A generation of ruthless customers empowered by three lethal weapons: instant access to information, immense choice, and real-time price comparison. This visionary book by Robert Bloom, a veteran CEO and respected authority on business strategy, tells readers: how to win customers who no longer care where they buy. It explains how to give customers what they want when it matters most to them—at their 4 Decisive Moments during the purchase progression: • Now-or-Never Moment • Make-or-Break Moment • Keep-or-Lose Moment • Highly profitable Multiplier Moment The New Experts turns today's most serious business challenge into a business-building advantage by providing a no-or-low-cost solution to reduce costly customer churn and increase profitable customer conversion, retention, and referral. Influential business leaders of businesses of every size and type in Europe, Australia, and the United States are recommending The New Expert.
Book Synopsis State of Empowerment by : Carolyn Barnes
Download or read book State of Empowerment written by Carolyn Barnes and published by University of Michigan Press. This book was released on 2020-02-21 with total page 179 pages. Available in PDF, EPUB and Kindle. Book excerpt: On weekday afternoons, dismissal bells signal not just the end of the school day but also the beginning of another important activity: the federally funded after-school programs that offer tutoring, homework help, and basic supervision to millions of American children. Nearly one in four low-income families enroll a child in an after-school program. Beyond sharpening students’ math and reading skills, these programs also have a profound impact on parents. In a surprising turn—especially given the long history of social policies that leave recipients feeling policed, distrusted, and alienated—government-funded after-school programs have quietly become powerful forces for political and civic engagement by shifting power away from bureaucrats and putting it back into the hands of parents. In State of Empowerment Carolyn Barnes uses ethnographic accounts of three organizations to reveal how interacting with government-funded after-school programs can enhance the civic and political lives of low-income citizens.
