Customer Science Behavioral Insights For Creating Breakthrough Customer Experiences
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Customer Science Behavioral Insights For Creating Breakthrough Customer Experiences
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Author : Alexander Chernev
language : en
Publisher: Cerebellum Press
Release Date : 2022-08-01
Customer Science Behavioral Insights For Creating Breakthrough Customer Experiences written by Alexander Chernev and has been published by Cerebellum Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-08-01 with Business & Economics categories.
This book examines the strategic principles that define the customer experience. Building on the recent findings in the domains of behavioral economics and social psychology, Customer Science discusses the customer experience from three different perspectives: what customers do—how they identify a problem, seek a solution, and interact with the offering; what they think and feel during this process—how they evaluate different market offerings; and what motivates their behavior—why they act the way they do. In this context, it examines all components of the customer experience—from activating a need to buying a company’s offerings, to becoming a loyal customer and advocate for the company. The different stages of customer interaction with the company and its offerings are presented in the form of a customer experience map, which functions as the organizing principle for this book. The customer experience map is the blueprint for understanding the different stages of the customer experience and facilitating managerial decision making at each stage. The customer experience map is also the foundation of the customer experience canvas, a practical tool to identify the key questions managers should ask as they strive to create impactful customer experiences.
Creating And Delivering Totally Awesome Customer Experiences
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Author : Customer Experiences Incorporated
language : en
Publisher:
Release Date : 2002
Creating And Delivering Totally Awesome Customer Experiences written by Customer Experiences Incorporated and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Consumer satisfaction categories.
Breakthrough Food Product Innovation Through Emotions Research
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Author : David Lundahl
language : en
Publisher: Academic Press
Release Date : 2011-10-19
Breakthrough Food Product Innovation Through Emotions Research written by David Lundahl and has been published by Academic Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-10-19 with Technology & Engineering categories.
More than 95% of all consumer product launched in the packaged goods sector fail to achieve their goals for success. Breakthrough Food Product Innovation Through Emotions Research gives a clear answer for innovation teams seeking to increase product success rates by breaking through the clutter in an otherwise undifferentiated, commoditized marketplace. Through case studies, it lays out a practical approach for applying emotions research throughout the food innovation and product development process. The basic premise is that emotions are the chief motivation for why consumers sense, select, seek and share their food product experiences. With this novel framework, the science of consumer behavior is made operational for innovation teams. Emotions insight inspires innovation teams to create and helps guide decision making as they design sensory cues and other behavior drivers into products that make consumers want to consume. This book has implications for the whole innovation team - innovators such as product developers, designers, creative chiefs, and marketers; strategists such as line managers; and researchers such as sensory and marketing researchers. Presents a behaviour-driven approach to innovation for the development of breakthrough food products Illustrates a collaborative framework to inspire creativity and guide decision making through emotions insights Explores a research framework that gets to the "whys" of consumer behavior by distilling the science of emotions into research insights Defines design and development methods to build sensory cues into packaging and packaged foods that deliver emotional impact Explains research methods that get to the "so whats" of insights through emotions research Provides case studies and examples proving the value of the behavior-driven approach to food product innovation
Customer Experience In Modern Marketing
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Author : James Seligman
language : en
Publisher: Lulu.com
Release Date : 2012-11-01
Customer Experience In Modern Marketing written by James Seligman and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-11-01 with Business & Economics categories.
Customer Experience Management in Modern Marketing is a dynamic approach to the co-creation of value through the relationship. The book, chapter by chapter provides information, examples of how to develop and create a lasting experience for your customers
How To Wow
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Author : Adrian Swinscoe
language : en
Publisher: Pearson UK
Release Date : 2016-03-23
How To Wow written by Adrian Swinscoe and has been published by Pearson UK this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-03-23 with Business & Economics categories.
Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business. Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more. Don’t let your business fall behind, look inside and take your customer experience to the next level. “Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth.” Keith Lewis, COO, Matchtech Group plc “At last – a book that provides practical ways of delivering the superior experience that today’s customers demand.” Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica
Service Excellence
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Author : Ruth N. Bolton
language : en
Publisher:
Release Date : 2016
Service Excellence written by Ruth N. Bolton and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016 with Business & Economics categories.
The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.
The Customer Experience Edge Technology And Techniques For Delivering An Enduring Profitable And Positive Experience To Your Customers
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Author : Reza Soudagar
language : en
Publisher: McGraw Hill Professional
Release Date : 2011-09-23
The Customer Experience Edge Technology And Techniques For Delivering An Enduring Profitable And Positive Experience To Your Customers written by Reza Soudagar and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-09-23 with Business & Economics categories.
“This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It’s more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You’ve spent way too much time reading this endorsement. Read the book instead. It’s so worth it.” —Paul Greenberg, author of CRM at the Speed of Light “To differentiate yourself and delight your customers, you must manage your customers’ experience with your goods or services, and your company. This invaluable book will show you why you must do this, and how to do it well.” —Henry Chesbrough, author of Open Innovation and Professor at the Haas School of Business, University of California Berkeley “Technology advances are raising the human expectation of what an experience with a company can and should be. Finally, a book has been written that combines behavioral psychological, micro-economic, and technological considerations defining the customer experience edge.” —Paul D’Alessandro, Partner, PricewaterhouseCoopers “As we move from Customer Experience 1.0 to Customer Experience 2.0, organizations and practitioners need a solid blueprint for success. Reza, Vinay, and Volker have created a clear and concise guide based on global best practices and proven principles. If you are ready to transform your organization, start by reading this book.” —Lior Arussy, President, Strativity Group, and author of Customer Experience Strategy “The Customer Experience Edge is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified, or simply baked into business plans to improve or deliver an exceptional customer experience.” —Deb Dexter, Customer Service Director, Cardinal Health About the Book: Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail—the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back—and that sets you apart from the competition. You need to seize The Customer Experience Edge. Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks—foundational and disruptive technologies. These are the authors’ main fields of expertise, and these are what make the customer experience profitable. The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to: Develop products and services that are highly valued by customers Form bonds that keep clients from turning to competitors Transform customers into your best advocates It’s a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.
The Customer Manifesto
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Author : Pamela Herrmann
language : en
Publisher: Createspace Independent Publishing Platform
Release Date : 2014-11-08
The Customer Manifesto written by Pamela Herrmann and has been published by Createspace Independent Publishing Platform this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-08 with Customer loyalty categories.
A breakthrough in how businesses connect with their customers to create an exceptional experience, every time. The most interesting thing about the way the Internet is shaping business growth today is being driven by consumer behavior online, and the vast majority of the conversation is how the business made the customer feel. The great divide: 80% of businesses believe they are providing 'superior' customer service, yet only 8% of their customers agree. Breaking through in a sea of sameness begins by returning to old school connectedness with your customers. As a successful entrepreneur, inventor, educator, and consult-ant, I've helped thousands of small business owners grow their profits by identifying the broken links in their work flow, creating an exceptional customer experience, and increasing their traffic. The old adage, "Nothing personal, it's just business," couldn't be farther from the truth in today's economy. Business is personal. Leveraging social proof, both through word of mouth marketing and online, begins when a business has developed lasting loyalty with their customers. Lasting loyalty happens when we feel a strong feeling of support or allegiance to someone. This book summarizes for a general audience results from a query put to customers, "What would a business have to do in order to earn your loyalty?" The Customer Manifesto is the result of that query. By understanding what customers want to feel when they transact with a business, we can quickly adapt the way in which we interact with them with the goal of growing the rela-tionship to the level of evangelist -- someone who will willingly and happily provide the critical social proof through business rat-ings and review websites, and through social networking. This book provides best practices from the highest rated busi-nesses in hospitality and the insights from enterprise level busi-nesses that have invested billions of dollars on customer insights in order to improve the way they do business. We've taken these principles and applied them to The Customer Manifesto so that lo-cal businesses can learn how to create an exceptional customer experience with every transaction. The stories and lessons are presented in the framework of the retail business, but these principles very much apply to the serv-ice based business where customers may be calling you, or an on-line business where you are measuring & monitoring the customer experience through the lens of your website analytics. Technology is an amazing tool for growing sales, but it is a waste of the two most valuable resources a small business has -- that of time and money -- if the customer experience is fair to middling. An exceptional experience is created when we prove to customers that they are valued and appreciated with every action, interaction, reaction & transaction.
Design Thinking Research
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Author : Christoph Meinel
language : en
Publisher: Springer Nature
Release Date : 2021-08-11
Design Thinking Research written by Christoph Meinel and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-08-11 with Business & Economics categories.
Extensive research conducted by the Hasso Plattner Design Thinking Research Program at Stanford University in Palo Alto, California, USA, and the Hasso Plattner Institute in Potsdam, Germany, has yielded valuable insights on why and how design thinking works. The participating researchers have identified metrics, developed models, and conducted studies, which are featured in this book, and in the previous volumes of this series. This volume provides readers with tools to bridge the gap between research and practice in design thinking with varied real world examples. Several different approaches to design thinking are presented in this volume. Acquired frameworks are leveraged to understand design thinking team dynamics. The contributing authors lead the reader through new approaches and application fields and show that design thinking can tap the potential of digital technologies in a human-centered way. In a final section, new ideas in neurodesign at Stanford University and at Hasso Plattner Institute in Potsdam are elaborated upon thereby challenging the reader to consider newly developed methodologies and provide discussion of how these insights can be applied to various sectors. Special emphasis is placed on understanding the mechanisms underlying design thinking at the individual and team levels. Design thinking can be learned. It has a methodology that can be observed across multiple settings and accordingly, the reader can adopt new frameworks to modify and update existing practice. The research outcomes compiled in this book are intended to inform and provide inspiration for all those seeking to drive innovation – be they experienced design thinkers or newcomers.
Solve For The Customer
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Author : Denis Pombriant
language : en
Publisher: CreateSpace
Release Date : 2015-03-05
Solve For The Customer written by Denis Pombriant and has been published by CreateSpace this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-03-05 with Business & Economics categories.
Solve for the Customer is about Customer Science, a social science that focuses on front office business and provides a blueprint for businesses to build stronger relationships and improve business performance by zeroing in on what's important to customers. Customer Science concentrates what we've learned from modern technologies like big data, analytics, social media, and advanced enterprise software platforms into a framework that enables businesses to identify moments of truth where they can reliably meet and satisfy their customers.Customer Science is a social science much like sociology. Like sociology, Customer Science uses data and analytics to develop and understand the social structures that embrace customers and satisfy their needs whether the needs arise in sales, marketing, or service.Prior to Customer Science, many vendors lacked a structured understanding of moments of truth, which caused missed opportunities and disappointed or frustrated customers. Customer Science operates on two levels. First, using big data and analytics, it helps vendors to identify their customers' moments of truth. Then Customer Science guides vendors to quickly and accurately devise and implement automated and semi-automated systems that identify customers' needs and help to satisfy them.Importantly, within Customer Science customer experience goes from a passive thing to an activity. As Denis Pombriant, who identified Customer Science, says, “We use Customer experience as a noun in CRM (i.e., the customer experience), and for a long time it has been a noun.” But once we begin to think in terms of customer-facing processes situated around a moment of truth, experience becomes a verb, says Pombriant, “You experience a moment of truth. That's an important difference and one that significantly helps vendors and customers.”A traditional customer experience is subjective and when you consider the multitude of customers and the totality of their experiences, you are dealing with a big number. Because all experiences are subjective they are also unique — there are billions and billions of them. With so many unique experiences you can see that dealing with them, and trying to build software to accommodate them, is impossible. But assessing customers' experiences of a moment-of-truth approach is a more manageable problem. True, the experience is still subjective and customers are still unique. But there's a limited number of moments of truth in any business, which your customers will be glad to verify, and these moments of truth are linked in cascades with each step setting up the next until you reach a desired conclusion. Without Customer Science, too often these cascades can end abruptly and leave customers frustrated.Succeeding in a moment of truth and successfully navigating a cascade is Boolean — on or off, up or down, true or false, it worked or it didn't. If it all works you have a happy customer; if the moment of truth doesn't work and the cascade gets broken, you can pinpoint the problem and know exactly what to do to make it right. As a matter of fact, you can develop contingency plans in advance for all of the things that could go sideways.The modern software platform is the tool of Customer Scientists. Well-constructed platforms offer the needed technologies used to capture and analyze customer data and the social tools to communicate with customers. Most importantly, the software platform also provides the journey mapping, workflow, and code generating facilities to turn customer insights into running apps that support moments of truth.For decades CRM vendors have delivered point solutions to support front office business. Now through Customer Science we can bring all of the components together in a strategy that supports the customer lifecycle while efficiently and cost effectively positioning customer-facing resources to address customer needs.