Crafting The Customer Experience For People Not Like You
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Crafting The Customer Experience For People Not Like You
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Author : Kelly McDonald
language : en
Publisher: John Wiley & Sons
Release Date : 2012-10-09
Crafting The Customer Experience For People Not Like You written by Kelly McDonald and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-10-09 with Business & Economics categories.
Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.
How To Work With And Lead People Not Like You
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Author : Kelly McDonald
language : en
Publisher: John Wiley & Sons
Release Date : 2017-08-14
How To Work With And Lead People Not Like You written by Kelly McDonald and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-08-14 with Business & Economics categories.
If you're in a diverse team, you know employee differences can cause miscommunication, lower trust, and hurt productivity. . . It doesn't have to be this way! The people you work with may be from a different generation, different culture, different race, different gender, or just a different philosophy toward work and life in general, but you need to work together toward a common goal. How to Work With and Lead People Not Like You explains how to dial down the differences, smooth out the friction, and play upon each other's strengths to become more effective, more productive, and less stressed. The keys are to find the common ground and identify hidden conflicts that are hurting productivity. Many people shudder at the prospect of working with diverse groups of people, but they can't voice their fear or anxiety. At work, it's not OK or politically correct to say, 'I'm uncomfortable with this person.' In fact, if you do say something along those lines, your job may be at risk. Your company may terminate you for not being on the 'diversity bandwagon.' So you keep quiet and you keep your thoughts to yourself. But deep down, you are uncomfortable. If you feel like this, it doesn't mean you're racist, sexist, ageist, homophobic, or any other negative label. It means you're struggling. You're struggling to understand people, cultures, or values that are unfamiliar to you. You're struggling to do your job with teammates and coworkers who may have very different viewpoints or different approaches to communication than you have. You're struggling to overcome differences and pull together to achieve high performance at work. Whether you're leading a diverse team, working in a challenging cross-cultural environment, or simply working with people who are 'not like you,' you need to be able to get along with everyone as a team, to get the work done. This book explains the skills you need to communicate, motivate, and inspire people to collaborate—even if they have very different values, lifestyles, or priorities. Learn key steps that bring cohesion to diversity How to have a constructive conversation about working alongside people who are different The four magic words that make this easier and smooth over friction What not to say—and why Learn to set aside differences and get things done Learn how to handle a racist, sexist, homophobic or offensive remark in a professional way Retain your sanity when colleagues drive you crazy The changing demographics of today's workforce bring conflicting viewpoints, perspectives, approaches, skills, habits, and personalities together in one place; whether that leads to synergy or catastrophe is up to you. How to Work With and Lead People Not Like You helps you turn a hurdle into an advantage so you or your team can do more, achieve more, and enjoy the ride.
Transform Customer Experience
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Author : Isabella Villani
language : en
Publisher: John Wiley & Sons
Release Date : 2019-01-18
Transform Customer Experience written by Isabella Villani and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-18 with Business & Economics categories.
Your customers are your future. Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart. From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution. Transform Customer Experience offers real-life insights into effective strategies for developing and implementing Customer Experience (CX) programs in a range of corporate, governmental and non-profit environments. • Shows you how to address dimensions of diversity in the customer base • Outlines customer journey mapping • Discusses the implications of customers’ omnichannel engagement • Addresses the importance of positive employee experience in establishing a supportive CX culture. Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it.
More Is More
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Author : Blake Morgan
language : en
Publisher: Taylor & Francis
Release Date : 2017-04-21
More Is More written by Blake Morgan and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-04-21 with Business & Economics categories.
“Less is more” may be good advice for many efforts, but it is terrible advice when it comes to customer experience. Brands that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. Companies that embrace a “more is more” philosophy work harder and go further to ensure that their customers have a positive experience: they do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. Customer experience guru Blake Morgan walks you through the D.O.M.O.R.E. concepts that set businesses up for success by emphasizing the importance of relationships. Companies that do more: Design something special Offer a strong employee experience Modernize with technology Obsess over the customer Reward responsibility and accountability Embrace disruption and innovation More Is More offers practical advice for building or improving customer experience that you can apply immediately at your own organization. Time is of the essence: your customers are not willing to wait for you to get the customer experience right. Outlining the key areas you need to address immediately, More Is More will help you weather external changes, remain relevant, and thrive in today’s ever-changing business landscape.
Startuppro How To Set Up And Grow A Tech Business
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Author : Martin Zwilling
language : en
Publisher: Packt Publishing Ltd
Release Date : 2014-12-01
Startuppro How To Set Up And Grow A Tech Business written by Martin Zwilling and has been published by Packt Publishing Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-01 with Business & Economics categories.
If your find yourself daydreaming about your own business and not just your next promotion, this book will help you shape your ideas as you begin your enrepreneurial journey.
Designing Future Oriented Airline Businesses
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Author : Nawal K. Taneja
language : en
Publisher: Routledge
Release Date : 2016-04-22
Designing Future Oriented Airline Businesses written by Nawal K. Taneja and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-04-22 with Business & Economics categories.
Designing Future-Oriented Airline Businesses is the eighth Ashgate book by Nawal K. Taneja to address the ongoing challenges and opportunities facing all generations of airlines. Firstly, it challenges and encourages airline managements to take a deeper dive into new ways of doing business. Secondly, it provides a framework for identifying and developing strategies and capabilities, as well as executing them efficiently and effectively, to change the focus from cost reduction to revenue enhancement and from competitive advantage to comparative advantage. Based on the author’s own extensive experience and ongoing work in the global airline industry, as well as through a synthesis of leading business practices both inside and outside of the industry, Designing Future-Oriented Airline Businesses sets out to demystify numerous concepts being discussed within the airline industry and to facilitate managements to identify and articulate the boundaries of their business models. It provides material from which managements can set about answering the key questions, especially with respect to strategies, capabilities and execution, and pursue an effective redesign of their business. As with the author’s previous books, the primary audience is senior-level practitioners of differing generations of airlines worldwide as well as related businesses. The material presented continues to be at a pragmatic level, not an academic exercise, to lead managements to ask themselves and their teams some critical thought-provoking questions.
Crafting Customer Experience Strategy
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Author : Sapna Popli
language : en
Publisher: Emerald Group Publishing
Release Date : 2021-05-04
Crafting Customer Experience Strategy written by Sapna Popli and has been published by Emerald Group Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-05-04 with Business & Economics categories.
Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for businesses. This is essential reading for marketing scholars and practitioners looking for insights into improving their customers' experiences.
Women Minorities And Other Extraordinary People
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Author : Barbara B. Adams PsyD
language : en
Publisher: Greenleaf Book Group
Release Date : 2018-09-18
Women Minorities And Other Extraordinary People written by Barbara B. Adams PsyD and has been published by Greenleaf Book Group this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-09-18 with Business & Economics categories.
Diverse, inclusive organizations have a distinct business advantage over other organizations. They innovate faster, outperform other companies, and even produce higher financial returns. Workforce diversity, as a business strategy, drives success and can transform a company. But inclusive diversity is difficult to attain, and honestly, about more than just economic benefit. People are looking for guidance on how to do this vital work. Companies that want greater diversity inevitably find that they come up against culture and obstacles they are ill-equipped to handle. When the way we’ve done business no longer represents the kinds of organizations we want to be, how do we step out of our old models and mindsets? This book is for anyone who wants change in the workplace and knows their companies could do more and be more. It’s for business leaders, hiring managers, human resources, all those within an organization who believe things can be done differently. In this book, Dr. Adams lays out clear, actionable steps readers can take to develop sustainably diverse and inclusive workplaces. As an organizational psychologist who’s been helping companies create measurable change for over 20 years, she offers tangible solutions to complex issues that will enable companies to walk a new path of diversity and inclusion, heightening their performance and success.
Naming For Success Naming Kids For Their Future
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Author : David Conrad Mayer
language : en
Publisher: David Conrad Mayer
Release Date : 2014-11-20
Naming For Success Naming Kids For Their Future written by David Conrad Mayer and has been published by David Conrad Mayer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-20 with Family & Relationships categories.
The baby naming system where parents are in total control. YOU create the Perfect baby names.
How To Market To People Not Like You
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Author : Kelly McDonald
language : en
Publisher: John Wiley & Sons
Release Date : 2011-02-11
How To Market To People Not Like You written by Kelly McDonald and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-02-11 with Business & Economics categories.
Reach new and diverse customer groups and expand your market share The standard approach to marketing is to look for as many people as possible who fit one core customer profile. How to Market to People Not Like You challenges this traditional thinking about core customer bases, giving you a new approach to expand your customer base and your business. Arguing for focusing on customer values rather than demographics, How to Market to People Not Like You reveals how you can grow business and profits by targeting those who are different from your core audience, rather than those who share similarities. Reach unfamiliar new market segments with your products Learn how to engage micro-segmented customer groups Author's company was named one of the top ad agencies in the US by Ad Age Find out How to Market to People Not Like You, understand the needs and values that distinguish diverse customers, and reach their hearts, minds, and wallets.