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Author : David D. Fish
Publisher :
ISBN 13 : 9781665300759
Total Pages : 265 pages
Book Rating : 4.3/5 (7 download)
Download or read book The Customer Experience Field Guide written by David D. Fish and published by . This book was released on 2021-03-05 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :
Publisher :
ISBN 13 : 9781735314006
Total Pages : pages
Book Rating : 4.3/5 (14 download)
Download or read book Customer Experience Field Manual written by and published by . This book was released on 2020-01-10 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a reference field guide for customer experience management professionals to use in their work. It discusses a customer experience management program as a holistic and integrated set of six core functions and offers frameworks for creating a new, or refining an existing, customer experience (CX) management program.
Author :
Publisher :
ISBN 13 : 9781735314020
Total Pages : 265 pages
Book Rating : 4.3/5 (14 download)
Download or read book Customer Experience Management Field Manual written by and published by . This book was released on 2019-11 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a reference field guide for customer experience management professionals to use in their work. It discusses a customer experience management program as a holistic and integrated set of eight core functions and offers frameworks for creating a new, or refining an existing, CX program.
Author : Chuck Chakrapani
Publisher : South Western Educational Publishing
ISBN 13 : 9780877572671
Total Pages : 0 pages
Book Rating : 4.5/5 (726 download)
Download or read book How to Measure Service Quality & Customer Satisfaction written by Chuck Chakrapani and published by South Western Educational Publishing. This book was released on 1998 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly. In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems. This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.
Author : Harry Beckwith
Publisher : Business Plus
ISBN 13 : 0759521522
Total Pages : 137 pages
Book Rating : 4.7/5 (595 download)
Download or read book Selling the Invisible written by Harry Beckwith and published by Business Plus. This book was released on 2000-10-15 with total page 137 pages. Available in PDF, EPUB and Kindle. Book excerpt: SELLING THE INVISIBLE is a succinct and often entertaining look at the unique characteristics of services and their prospects, and how any service, from a home-based consultancy to a multinational brokerage, can turn more prospects into clients and keep them. SELLING THE INVISIBLE covers service marketing from start to finish. Filled with wonderful insights and written in a roll-up-your-sleeves, jargon-free, accessible style, such as: Greatness May Get You Nowhere Focus Groups Don'ts The More You Say, the Less People Hear & Seeing the Forest Around the Falling Trees.
Author : Shaun Smith
Publisher : Pearson Education
ISBN 13 : 9780273661955
Total Pages : 284 pages
Book Rating : 4.6/5 (619 download)
Download or read book Managing the Customer Experience written by Shaun Smith and published by Pearson Education. This book was released on 2002 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocatesshows you how to manage your customer experience and reap the rewards.
Author : Nihat Tavşan
Publisher : Tasora Books
ISBN 13 : 9781934690956
Total Pages : 300 pages
Book Rating : 4.6/5 (99 download)
Download or read book Customer Experience Management written by Nihat Tavşan and published by Tasora Books. This book was released on 2018-05-07 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. Today being brand is not a privilege any more, there are dozens of reliable brands almost in every industry. But still businesses need to differentiate and outperform the competition but how?
Author : Ben Reason
Publisher : John Wiley & Sons
ISBN 13 : 1118988922
Total Pages : 214 pages
Book Rating : 4.1/5 (189 download)
Download or read book Service Design for Business written by Ben Reason and published by John Wiley & Sons. This book was released on 2015-12-14 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.
Author : Carter McNamara
Publisher :
ISBN 13 : 9781933719207
Total Pages : 499 pages
Book Rating : 4.7/5 (192 download)
Download or read book Field Guide to Consulting and Organizational Development written by Carter McNamara and published by . This book was released on 2005 with total page 499 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Mitch Lacey
Publisher : Addison-Wesley Professional
ISBN 13 : 0321554159
Total Pages : 415 pages
Book Rating : 4.3/5 (215 download)
Download or read book The Scrum Field Guide written by Mitch Lacey and published by Addison-Wesley Professional. This book was released on 2012 with total page 415 pages. Available in PDF, EPUB and Kindle. Book excerpt: Thousands of IT professionals are being asked to make Scrum succeed in their organizations-including many who weren't involved in the decision to adopt it. If you're one of them, The Scrum Field Guide will give you skills and confidence to adopt Scrum more rapidly, more successfully, and with far less pain and fear. Long-time Scrum practitioner Mitch Lacey identifies major challenges associated with early-stage Scrum adoption, as well as deeper issues that emerge after companies have adopted Scrum, and describes how other organizations have overcome them. You'll learn how to gain "quick wins" that build support, and then use the flexibility of Scrum to maximize value creation across the entire process. In 30 brief, engaging chapters, Lacey guides you through everything from defining roles to setting priorities to determining team velocity, choosing a sprint length, and conducting customer reviews. Along the way, he explains why Scrum can seem counterintuitive, offers a solid grounding in the core agile concepts that make it work, and shows where it can (and shouldn't) be modified. Coverage includes Getting teams on board, and bringing new team members aboard after you've started Creating a "definition of done" for the team and organization Implementing the strong technical practices that are indispensable for agile success Balancing predictability and adaptability in release planning Keeping defects in check Running productive daily standup meetings Keeping people engaged with pair programming Managing culture clashes on Scrum teams Performing "emergency procedures" to get sprints back on track Establishing a pace your team can truly sustain Accurately costing projects, and measuring the value they deliver Documenting Scrum projects effectively Prioritizing and estimating large backlogs Integrating outsourced and offshored components Packed with real-world examples from Lacey's own experience, this book is invaluable to everyone transitioning to agile: developers, architects, testers, managers, and project owners alike.
Author : Peter Skarzynski
Publisher : John Wiley & Sons
ISBN 13 : 1118644301
Total Pages : 293 pages
Book Rating : 4.1/5 (186 download)
Download or read book The Innovator's Field Guide written by Peter Skarzynski and published by John Wiley & Sons. This book was released on 2014-03-10 with total page 293 pages. Available in PDF, EPUB and Kindle. Book excerpt: A step-by-step guide to successfully transforming any organization It is well recognized that succeeding at innovation is fundamental in today's hyper-competitive global marketplace. It is the only way to outperform current and emerging competitors sustainably. But what we call “innovation” is messy and difficult and too often lacks the rigor and discipline of other management processes. The Innovator's Field Guide: Market Tested Methods and Frameworks to Help You Meet Your Innovation Challenges changes that. It is a practical guide that moves beyond the “why” to the “how” of making innovation happen, for leaders and practitioners inside organizations of all sizes. Written by two pioneers in the field of embedding innovation in organization, The Innovator's Field Guide focuses on the most pressing innovation problems and specific challenges innovation leaders will face and offers concrete solutions, tools, and methods to overcome them. Each chapter describes a specific innovation challenge and details proven ways to address that challenge Includes practical ideas, techniques, and leading practices Describes common obstacles and offers practical solutions Any leader or professional who needs concrete solutions—right now—to the critical challenges of innovation will find invaluable aid in the practical, easy-to-understand, and market-tested approaches of The Innovator's Field Guide.
Author : Matt Kracht
Publisher : Chronicle Books
ISBN 13 : 1452177392
Total Pages : 178 pages
Book Rating : 4.4/5 (521 download)
Download or read book The Field Guide to Dumb Birds of North America written by Matt Kracht and published by Chronicle Books. This book was released on 2019-04-02 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: National bestselling book: Featured on Midwest, Mountain Plains, New Atlantic, Northern, Pacific Northwest and Southern Regional Indie Bestseller Lists Perfect book for the birder and anti-birder alike A humorous look at 50 common North American dumb birds: For those who have a disdain for birds or bird lovers with a sense of humor, this snarky, illustrated handbook is equal parts profane, funny, and—let's face it—true. Featuring common North American birds, such as the White-Breasted Butt Nugget and the Goddamned Canada Goose (or White-Breasted Nuthatch and Canada Goose for the layperson), Matt Kracht identifies all the idiots in your backyard and details exactly why they suck with humorous, yet angry, ink drawings. With The Field Guide to Dumb Birds of North America, you won't need to wonder what all that racket is anymore! • Each entry is accompanied by facts about a bird's (annoying) call, its (dumb) migratory pattern, its (downright tacky) markings, and more. • The essential guide to all things wings with migratory maps, tips for birding, musings on the avian population, and the ethics of birdwatching. • Matt Kracht is an amateur birder, writer, and illustrator who enjoys creating books that celebrate the humor inherent in life's absurdities. Based in Seattle, he enjoys gazing out the window at the beautiful waters of Puget Sound and making fun of birds. "There are loads of books out there for bird lovers, but until now, nothing for those that love to hate birds. The Field Guide to Dumb Birds of North America fills the void, packed with snarky illustrations that chastise the flying animals in a funny, profane way. " – Uncrate A humorous animal book with 50 common North American birds for people who love birds and also those who love to hate birds • A perfect coffee table or bar top conversation-starting book • Makes a great Mother's Day, Father's Day, birthday, or retirement gift
Author : Thomas Erl
Publisher : Addison-Wesley Professional
ISBN 13 : 0137571917
Total Pages : 361 pages
Book Rating : 4.1/5 (375 download)
Download or read book A Field Guide to Digital Transformation written by Thomas Erl and published by Addison-Wesley Professional. This book was released on 2021-12-22 with total page 361 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your Complete Guide to Digital Transformation A Field Guide to Digital Transformation is the definitive book on digital transformation. Top-selling IT author Thomas Erl and long-time practitioner Roger Stoffers combine to provide comprehensive, yet easy-to-understand coverage of essential digital transformation concepts, practices, and technologies in the format of a plain-English tutorial written for any IT professionals, students, or decision-makers. With more than 160 diagrams, this guide provides a highly visual exploration of what digital transformation is, how it works, and the techniques and technologies required to successfully build modern-day digital transformation solutions. Learn from the experts and: Discover what digital transformation is, why it emerged and when to apply it Identify the significant business benefits that successful digital transformations can deliver and how to turn your organization into a “disruptive” force Prepare for and overcome the common challenges associated with digital transformation initiatives Understand the data-driven nature of digital transformation solutions and how they use and continually accumulate data intelligence Understand how digital transformation solutions can utilize AI technology for intelligent automated decision-making Gain insight into customer-centricity and how its practices are applied as part of digital transformations Explore key digital transformation automation technologies, such as Robotic Process Automation (RPA), Internet of Things (IoT), Blockchain. and Cloud Computing Explore key digital transformation data science technologies, such as Artificial Intelligence (AI), Machine Learning, and Big Data Analysis and Analytics The book concludes with a uniquely detailed and highly visual real-world business scenario that provides step-by-step insights into how a digital transformation solution works, how it utilizes data intelligence to improve customer relationship building, and how it collects new data intelligence in support of enhancing future business capabilities.
Author : Kristin Tate
Publisher : All Points Books
ISBN 13 : 1250169666
Total Pages : 288 pages
Book Rating : 4.2/5 (51 download)
Download or read book How Do I Tax Thee? written by Kristin Tate and published by All Points Books. This book was released on 2018-03-20 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: "We all know the government taxes our income. Federal, state, and local taxes are withheld by employers, as are Social Security payments. But what about the many other ways the government covertly drains money from our wallets? Have you studied your cell phone bill? Customers in New York State pay an average of 24.36% in combined taxes on their wireless bills. They’re also charged for obscure services they didn’t ask for and don’t understand, like a universal service fund fee, an FCC compliance fee, a line service fee, and an emergency services fee. These aren’t taxes, strictly speaking. The government imposes these administrative and regulatory costs, and your wireless provider passes them along to you. What about your cable bill? Your power bill? Your trash bill? The cost of groceries, a gallon of gas, a cab ride, a hotel stay, and a movie ticket are all inflated by hidden fees. How much of what you pay at the grocery store, pump, airport, or the box office is really an indirect tax? In a series of short, pointed, fact-laden, humorous chapters, Kristin Tate exposes how up to half of your income is siphoned straight into federal, state, and city government coffers--and also where these hidden taxes and fees come from."--Dust jacket.
Author : Heath Boice-Pardee
Publisher :
ISBN 13 : 9781948658034
Total Pages : 198 pages
Book Rating : 4.6/5 (58 download)
Download or read book Elevating Customer Service in Higher Education written by Heath Boice-Pardee and published by . This book was released on 2018-06-04 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS "Elevating Customer Service should be read by every administrator who cares about retention and service excellence." - Neal Raisman, N. Raisman & Associates "In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity." - Bill Destler, President Emeritus, Rochester Institute of Technology "How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators." - David DeCenzo, President, Coastal Carolina University "This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students." - Jim Pillar, Associate Vice President of Housing, Monmouth University "This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider." - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick
Author : Elizabeth Goodman
Publisher : Elsevier
ISBN 13 : 0123848709
Total Pages : 608 pages
Book Rating : 4.1/5 (238 download)
Download or read book Observing the User Experience written by Elizabeth Goodman and published by Elsevier. This book was released on 2012-09-01 with total page 608 pages. Available in PDF, EPUB and Kindle. Book excerpt: Observing the User Experience: A Practitioner’s Guide to User Research aims to bridge the gap between what digital companies think they know about their users and the actual user experience. Individuals engaged in digital product and service development often fail to conduct user research. The book presents concepts and techniques to provide an understanding of how people experience products and services. The techniques are drawn from the worlds of human-computer interaction, marketing, and social sciences. The book is organized into three parts. Part I discusses the benefits of end-user research and the ways it fits into the development of useful, desirable, and successful products. Part II presents techniques for understanding people’s needs, desires, and abilities. Part III explains the communication and application of research results. It suggests ways to sell companies and explains how user-centered design can make companies more efficient and profitable. This book is meant for people involved with their products’ user experience, including program managers, designers, marketing managers, information architects, programmers, consultants, and investors. Explains how to create usable products that are still original, creative, and unique A valuable resource for designers, developers, project managers - anyone in a position where their work comes in direct contact with the end user Provides a real-world perspective on research and provides advice about how user research can be done cheaply, quickly and how results can be presented persuasively Gives readers the tools and confidence to perform user research on their own designs and tune their software user experience to the unique needs of their product and its users
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!
