The Excellent Experience

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The Excellent Experience

Author : C. David Crouch
Publisher : iUniverse
ISBN 13 : 1491709340
Total Pages : 481 pages
Book Rating : 4.4/5 (917 download)

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Book Synopsis The Excellent Experience by : C. David Crouch

Download or read book The Excellent Experience written by C. David Crouch and published by iUniverse. This book was released on 2013-11-13 with total page 481 pages. Available in PDF, EPUB and Kindle. Book excerpt: In his new guide, author C. David Crouch reveals the eighty-three principles of excellentology to help you build excellence in your life. Using “building a house” as a metaphor, he guides you in your own personal journey toward excellence. You can learn how to • lay a strong foundation by developing a mission, vision, principles, and standards; • recognize five pillars of performance that map a clear path toward excellence; • assemble a roof that allows you to measure your progress at the organizational, team, and individual levels; and • improve your ability to lead yourself and others toward excellence. By applying the model in five diverse environments—an organization, a team, a church, a family, and an individual life—Crouch demonstrates its effective use for any endeavor. He also applies his model for excellence to a sixth environment—the United States of America—revealing some interesting considerations. Build a life of joy, peace, significance, and fulfillment for yourself and those around you with The Excellent Experience.

The Ten Principles Behind Great Customer Experiences

Author : Matt Watkinson
Publisher : Pearson UK
ISBN 13 : 0273775987
Total Pages : 173 pages
Book Rating : 4.2/5 (737 download)

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Book Synopsis The Ten Principles Behind Great Customer Experiences by : Matt Watkinson

Download or read book The Ten Principles Behind Great Customer Experiences written by Matt Watkinson and published by Pearson UK. This book was released on 2013-02-14 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn how to create a competitive advantage for your business by offering a customer experience that’s second to none! By following a simple “ten principles” format, this book will show you how to constantly improve and build your business. The combination of psychological theory, real world case studies, worked examples and template documents provides the ‘what, why and how’ necessary to make good ideas stick and get them into practical usage, so you can enhance your customers’ experiences and keep them returning again and again. Featuring lessons from a host of winning companies such as Facebook, Lush Cosmetics, Gü puddings and John Lewis, the book is littered with uncomplicated ideas which are simple to implement and accessible to anyone.

The Effortless Experience

Author : Matthew Dixon
Publisher : Penguin
ISBN 13 : 0698137582
Total Pages : 258 pages
Book Rating : 4.6/5 (981 download)

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Book Synopsis The Effortless Experience by : Matthew Dixon

Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

12 Steps to Excellence

Author : C. David Crouch
Publisher :
ISBN 13 : 9781532083310
Total Pages : 190 pages
Book Rating : 4.0/5 (833 download)

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Book Synopsis 12 Steps to Excellence by : C. David Crouch

Download or read book 12 Steps to Excellence written by C. David Crouch and published by . This book was released on 2019-10-29 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Nobody understands the science of excellence like David Crouch." - Stephen M.R. Covey Creating excellence is an applied science. Drawing upon the experience of successful teams and their leaders, "12 Steps to Excellence" captures the essence of team excellence in an easy-to-execute method anyone can employ. Building a great team is a discipline that can be learned. How do you talk about the work you do? What's the main thing your team is trying to accomplish? What do you value so strongly that you're not willing to compromise along the way? How do customers define your quality and how do you measure it? Are you and everyone on your team building strong customer relationships? Are you impressing your customer so much that they will voluntarily and passionately talk positively to others about you? Is everyone on your team fully engaged in the work? Are you making positive forward progress? Do you have a viable strategic plan? Are you tapping into the Pareto Principle of Leadership Excellence? Can you measure all of these things? In his warm and eloquent style, David shows us step-by-step how to build a great team and organization. He gives us the framework, language, and process so that we not only have knowledge and understanding of the steps required, we also have the tools to achieve it.

Lessons of Experience

Author : Morgan W. Mccall
Publisher : Simon and Schuster
ISBN 13 : 0669180955
Total Pages : 232 pages
Book Rating : 4.6/5 (691 download)

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Book Synopsis Lessons of Experience by : Morgan W. Mccall

Download or read book Lessons of Experience written by Morgan W. Mccall and published by Simon and Schuster. This book was released on 1988-07 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to learn from job assignments, fellow workers, hardships, successful executives, and how to evaluate developmental value of a job.

Building Great Customer Experiences

Author : Colin Shaw
Publisher : Springer
ISBN 13 : 0230554717
Total Pages : 291 pages
Book Rating : 4.2/5 (35 download)

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Book Synopsis Building Great Customer Experiences by : Colin Shaw

Download or read book Building Great Customer Experiences written by Colin Shaw and published by Springer. This book was released on 2002-09-13 with total page 291 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.

The Experience Economy

Author : B. Joseph Pine
Publisher : Harvard Business Press
ISBN 13 : 9780875848198
Total Pages : 276 pages
Book Rating : 4.8/5 (481 download)

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Book Synopsis The Experience Economy by : B. Joseph Pine

Download or read book The Experience Economy written by B. Joseph Pine and published by Harvard Business Press. This book was released on 1999 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.

Lean UX

Author : Jeff Gothelf
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1449311652
Total Pages : 152 pages
Book Rating : 4.4/5 (493 download)

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Book Synopsis Lean UX by : Jeff Gothelf

Download or read book Lean UX written by Jeff Gothelf and published by "O'Reilly Media, Inc.". This book was released on 2013-03-15 with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt: User experience (UX) design has traditionally been a deliverables-based practice, with wireframes, site maps, flow diagrams, and mockups. But in today’s web-driven reality, orchestrating the entire design from the get-go no longer works. This hands-on book demonstrates Lean UX, a deeply collaborative and cross-functional process that lets you strip away heavy deliverables in favor of building shared understanding with the rest of the product team. Lean UX is the evolution of product design; refined through the real-world experiences of companies large and small, these practices and principles help you maintain daily, continuous engagement with your teammates, rather than work in isolation. This book shows you how to use Lean UX on your own projects. Get a tactical understanding of Lean UX—and how it changes the way teams work together Frame a vision of the problem you’re solving and focus your team on the right outcomes Bring the designer’s tool kit to the rest of your product team Break down the silos created by job titles and learn to trust your teammates Improve the quality and productivity of your teams, and focus on validated experiences as opposed to deliverables/documents Learn how Lean UX integrates with Agile UX

Experience on Demand: What Virtual Reality Is, How It Works, and What It Can Do

Author : Jeremy Bailenson
Publisher : W. W. Norton & Company
ISBN 13 : 0393253708
Total Pages : 217 pages
Book Rating : 4.3/5 (932 download)

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Book Synopsis Experience on Demand: What Virtual Reality Is, How It Works, and What It Can Do by : Jeremy Bailenson

Download or read book Experience on Demand: What Virtual Reality Is, How It Works, and What It Can Do written by Jeremy Bailenson and published by W. W. Norton & Company. This book was released on 2018-01-30 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: “If you want to understand the most immersive new communications medium to come along since cinema… I’d suggest starting with Mr. Bailenson’s [book].” —Wall Street Journal Virtual reality is able to effectively blur the line between reality and illusion, granting us access to any experience imaginable. These experiences, ones that the brain is convinced are real, will soon be available everywhere. In Experience on Demand, Jeremy Bailenson draws upon two decades spent researching the psychological effects of VR to help readers understand its upsides and possible downsides. He offers expert guidelines for interacting with VR, and describes the profound ways this technology can be put to use to hone our performance, help us recover from trauma, improve our learning, and even enhance our empathic and imaginative capacities so that we treat others and ourselves better.

The Varieties of Scientific Experience

Author : Carl Sagan
Publisher : Penguin
ISBN 13 : 1101201835
Total Pages : 316 pages
Book Rating : 4.1/5 (12 download)

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Book Synopsis The Varieties of Scientific Experience by : Carl Sagan

Download or read book The Varieties of Scientific Experience written by Carl Sagan and published by Penguin. This book was released on 2006-11-02 with total page 316 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Ann Druyan has unearthed a treasure. It is a treasure of reason, compassion, and scientific awe. It should be the next book you read.” —Sam Harris, author of The End of Faith “A stunningly valuable legacy left to all of us by a great human being. I miss him so.” —Kurt Vonnegut Carl Sagan's prophetic vision of the tragic resurgence of fundamentalism and the hope-filled potential of the next great development in human spirituality The late great astronomer and astrophysicist describes his personal search to understand the nature of the sacred in the vastness of the cosmos. Exhibiting a breadth of intellect nothing short of astounding, Sagan presents his views on a wide range of topics, including the likelihood of intelligent life on other planets, creationism and so-called intelligent design, and a new concept of science as "informed worship." Originally presented at the centennial celebration of the famous Gifford Lectures in Scotland in 1985 but never published, this book offers a unique encounter with one of the most remarkable minds of the twentieth century.

Be Our Guest

Author : Disney Institute
Publisher :
ISBN 13 :
Total Pages : 212 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis Be Our Guest by : Disney Institute

Download or read book Be Our Guest written by Disney Institute and published by . This book was released on 2003-06 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.

The Art of Gathering

Author : Priya Parker
Publisher : Penguin
ISBN 13 : 1594634939
Total Pages : 322 pages
Book Rating : 4.5/5 (946 download)

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Book Synopsis The Art of Gathering by : Priya Parker

Download or read book The Art of Gathering written by Priya Parker and published by Penguin. This book was released on 2020-04-14 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Hosts of all kinds, this is a must-read!" --Chris Anderson, owner and curator of TED From the host of the New York Times podcast Together Apart, an exciting new approach to how we gather that will transform the ways we spend our time together—at home, at work, in our communities, and beyond. In The Art of Gathering, Priya Parker argues that the gatherings in our lives are lackluster and unproductive--which they don't have to be. We rely too much on routine and the conventions of gatherings when we should focus on distinctiveness and the people involved. At a time when coming together is more important than ever, Parker sets forth a human-centered approach to gathering that will help everyone create meaningful, memorable experiences, large and small, for work and for play. Drawing on her expertise as a facilitator of high-powered gatherings around the world, Parker takes us inside events of all kinds to show what works, what doesn't, and why. She investigates a wide array of gatherings--conferences, meetings, a courtroom, a flash-mob party, an Arab-Israeli summer camp--and explains how simple, specific changes can invigorate any group experience. The result is a book that's both journey and guide, full of exciting ideas with real-world applications. The Art of Gathering will forever alter the way you look at your next meeting, industry conference, dinner party, and backyard barbecue--and how you host and attend them.

CEO Excellence

Author : Carolyn Dewar
Publisher : Simon and Schuster
ISBN 13 : 1982179678
Total Pages : 384 pages
Book Rating : 4.9/5 (821 download)

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Book Synopsis CEO Excellence by : Carolyn Dewar

Download or read book CEO Excellence written by Carolyn Dewar and published by Simon and Schuster. This book was released on 2022-03-15 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Based on extensive interviews with today's . . . corporate leaders, this look at how the best CEOs do their jobs focuses on the mindsets and actions that foster an environment of excellence"--

Sketching User Experiences: The Workbook

Author : Saul Greenberg
Publisher : Elsevier
ISBN 13 : 0123819598
Total Pages : 274 pages
Book Rating : 4.1/5 (238 download)

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Book Synopsis Sketching User Experiences: The Workbook by : Saul Greenberg

Download or read book Sketching User Experiences: The Workbook written by Saul Greenberg and published by Elsevier. This book was released on 2012 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: 1 GETTING INTO THE MOOD 2 SAMPLING THE REAL WORLD 3 THE SINGLE IMAGE 4 SNAPSHOTS OF TIME: THE VISUAL NARRATIVE 5 ANIMATING THE USER EXPERIENCE 6 INVOLVING OTHERSGetting into the mood -- Sampling the real world -- The single image -- Snapshots of time: the visual narrative -- Animating the user experience -- Involving others.

Good to Great

Author : Jim Collins
Publisher : Harper Collins
ISBN 13 : 0066620996
Total Pages : 320 pages
Book Rating : 4.0/5 (666 download)

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Book Synopsis Good to Great by : Jim Collins

Download or read book Good to Great written by Jim Collins and published by Harper Collins. This book was released on 2001-10-16 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Challenge Built to Last, the defining management study of the nineties, showed how great companies triumph over time and how long-term sustained performance can be engineered into the DNA of an enterprise from the verybeginning. But what about the company that is not born with great DNA? How can good companies, mediocre companies, even bad companies achieve enduring greatness? The Study For years, this question preyed on the mind of Jim Collins. Are there companies that defy gravity and convert long-term mediocrity or worse into long-term superiority? And if so, what are the universal distinguishing characteristics that cause a company to go from good to great? The Standards Using tough benchmarks, Collins and his research team identified a set of elite companies that made the leap to great results and sustained those results for at least fifteen years. How great? After the leap, the good-to-great companies generated cumulative stock returns that beat the general stock market by an average of seven times in fifteen years, better than twice the results delivered by a composite index of the world's greatest companies, including Coca-Cola, Intel, General Electric, and Merck. The Comparisons The research team contrasted the good-to-great companies with a carefully selected set of comparison companies that failed to make the leap from good to great. What was different? Why did one set of companies become truly great performers while the other set remained only good? Over five years, the team analyzed the histories of all twenty-eight companies in the study. After sifting through mountains of data and thousands of pages of interviews, Collins and his crew discovered the key determinants of greatness -- why some companies make the leap and others don't. The Findings The findings of the Good to Great study will surprise many readers and shed light on virtually every area of management strategy and practice. The findings include: Level 5 Leaders: The research team was shocked to discover the type of leadership required to achieve greatness. The Hedgehog Concept (Simplicity within the Three Circles): To go from good to great requires transcending the curse of competence. A Culture of Discipline: When you combine a culture of discipline with an ethic of entrepreneurship, you get the magical alchemy of great results. Technology Accelerators: Good-to-great companies think differently about the role of technology. The Flywheel and the Doom Loop: Those who launch radical change programs and wrenching restructurings will almost certainly fail to make the leap. “Some of the key concepts discerned in the study,” comments Jim Collins, "fly in the face of our modern business culture and will, quite frankly, upset some people.” Perhaps, but who can afford to ignore these findings?

The Fred Factor

Author : Mark Sanborn
Publisher : Crown Currency
ISBN 13 : 038551364X
Total Pages : 145 pages
Book Rating : 4.3/5 (855 download)

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Book Synopsis The Fred Factor by : Mark Sanborn

Download or read book The Fred Factor written by Mark Sanborn and published by Crown Currency. This book was released on 2004-04-20 with total page 145 pages. Available in PDF, EPUB and Kindle. Book excerpt: NEW YORK TIMES BESTSELLER • The true story of an ordinary mail carrier whose approach to work and life has the power to transform the everyday into the extraordinary—now in an updated twentieth-anniversary edition “This beloved business classic has inspired millions of people over the years, and today Mark Sanborn’s transformative insights are more timely and necessary than ever.”—Jon Gordon, author of The Energy Bus and co-author of The Coffee Bean Meet Fred. In this timeless and powerful book, Mark Sanborn, member of the Speaker Hall of Fame, recounts the true story of Fred, an ordinary USPS carrier who introduced himself one day shortly after Sanborn had moved to a new home in Denver. Fred, however, was no average mailman. As Sanborn came to discover, Fred was the kind of worker who exemplifies everything “right” with customer service. Did people want packages left on the porch or prefer a notice to pick them up at the post office? Fred made sure he knew the answer. When another delivery service left a package at the wrong house, Fred shepherded it safely to the intended recipient. Others might have seen delivering mail as routine work, but Fred seized the chance to find meaning in the mundane, competing with himself every day to find opportunities to make his customers smile. We’ve all encountered people like Fred. In this deeply inspiring book, Sanborn illuminates the four basic principles anyone can use to bring fresh energy and creativity to our work and life: how to make a tangible difference every day, build stronger relationships, create real value for others without spending a penny, and constantly reinvent yourself. In this updated edition, Sanborn speaks to the seismic changes that have transformed the world of work in recent years—with employees increasingly hungry for purpose in their jobs—and outlines the book’s fresh applications. By following his principles, you, too, can find more excitement, fulfillment, and success in your career—and in your life.

The Power of Moments

Author : Chip Heath
Publisher : Simon and Schuster
ISBN 13 : 1501147765
Total Pages : 320 pages
Book Rating : 4.5/5 (11 download)

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Book Synopsis The Power of Moments by : Chip Heath

Download or read book The Power of Moments written by Chip Heath and published by Simon and Schuster. This book was released on 2017-10-03 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: The New York Times bestselling authors of Switch and Made to Stick explore why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work. While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember twenty years later? What if a manager knew how to create an experience that would delight customers? What if you had a better sense of how to create memories that matter for your children? This book delves into some fascinating mysteries of experience: Why we tend to remember the best or worst moment of an experience, as well as the last moment, and forget the rest. Why “we feel most comfortable when things are certain, but we feel most alive when they’re not.” And why our most cherished memories are clustered into a brief period during our youth. Readers discover how brief experiences can change lives, such as the experiment in which two strangers meet in a room, and forty-five minutes later, they leave as best friends. (What happens in that time?) Or the tale of the world’s youngest female billionaire, who credits her resilience to something her father asked the family at the dinner table. (What was that simple question?) Many of the defining moments in our lives are the result of accident or luck—but why would we leave our most meaningful, memorable moments to chance when we can create them? The Power of Moments shows us how to be the author of richer experiences.