Good To Great Cx
DOWNLOAD
Download Good To Great Cx PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get Good To Great Cx book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page
Good To Great Cx
DOWNLOAD
Author : Isabella Villani
language : en
Publisher:
Release Date : 2016
Good To Great Cx written by Isabella Villani and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016 with Communication categories.
How do you attract and retain customers in a world where they're writing the rules? Businesses must now operate in a highly contested global marketplace where customers demand a personalised experience across multiple channels. Customer experience (CX) has evolved rapidly as digital technology has advanced - customers now have multiple channels of contact and far more choice. Customer loyalty is no longer a given - it must be won. The corporate landscape is in the midst of a revolution. Performance metrics now focus on increasing customer satisfaction and minimising customer effort. Both in the public and private sectors, the message from the top emphasises robust customer experience strategy. Services must be consistent and tailored to customers' and organisations' needs. Isabella Villani is a leading CX professional who has been developing new approaches to customer experience for almost two decades. Incorporating industry best practice methodologies, she offers you the insights to develop your own strategy and successfully implement it within your organisation. Isabella outlines the tricks and traps of managing customer interaction in an omnichannel environment and identifying how to put customers at the centre of your business, where they belong. --
Good To Great Cx
DOWNLOAD
Author : Isabella Villani
language : en
Publisher:
Release Date : 2016-09-05
Good To Great Cx written by Isabella Villani and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-09-05 with Business & Economics categories.
How do you attract and retain customers in a world where they're writing the rules? Businesses must now operate in a highly contested global marketplace where customers demand a personalised experience across multiple channels. Customer experience (CX) has evolved rapidly as digital technology has advanced - customers now have multiple channels of contact and far more choice. Customer loyalty is no longer a given - it must be won. The corporate landscape is in the midst of a revolution. Performance metrics now focus on increasing customer satisfaction and minimising customer effort. Both in the public and private sectors, the message from the top emphasises robust customer experience strategy. Services must be consistent and tailored to customers' and organisations' needs. Isabella Villani is a leading CX professional who has been developing new approaches to customer experience for almost two decades. Incorporating industry best practice methodologies, she offers you the insights to develop your own strategy and successfully implement it within your organisation. Isabella outlines the tricks and traps of managing customer interaction in an omnichannel environment and identifying how to put customers at the centre of your business, where they belong. --
Cx Masterbytes
DOWNLOAD
Author : Sheena Joseph
language : en
Publisher: Notion Press
Release Date : 2024-08-08
Cx Masterbytes written by Sheena Joseph and has been published by Notion Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-08-08 with Business & Economics categories.
How do you build the foundations of Customer Experience in your organization? How do you craft genuine, authentic customer experiences with today's people, processes, and technology? Discover "CX MasterBytes" by Sheena Joseph, a seasoned leader in India’s corporate arena. Drawing from her extensive experience with leading business houses, Sheena shares invaluable stories, strategies, and insights to master CX foundations and navigate challenges with clarity and empathy. This guide explores the latest practices in People, Process, and Technology, offering many bytes of wisdom to build a robust CX framework. It provides authentic engagement principles and sharp solutions, debunking myths while offering humorous anecdotes from the frontlines of experience management across diverse sectors. Dive into this essential handbook for executives and leaders seeking to elevate their CX journey and drive meaningful impact in Products, Industries, Business, and Customer segments for your work.
Outside In
DOWNLOAD
Author : Harley Manning
language : en
Publisher: Houghton Mifflin Harcourt
Release Date : 2012
Outside In written by Harley Manning and has been published by Houghton Mifflin Harcourt this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Business & Economics categories.
For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.
Customer Understanding
DOWNLOAD
Author : Annette Franz
language : en
Publisher:
Release Date : 2019-09-03
Customer Understanding written by Annette Franz and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-09-03 with categories.
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!
B2b Customer Experience
DOWNLOAD
Author : Paul Hague
language : en
Publisher: Kogan Page Publishers
Release Date : 2018-06-03
B2b Customer Experience written by Paul Hague and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-06-03 with Business & Economics categories.
B2B Customer Experience shows readers how to deliver the very best customer experience (often referred to as CX), within the business-to-business realm. Marketers have long known that emotions are important in driving our experiences, and the subject is now high on the agenda of B2B companies who want to deliver a 'wow' to their customers. Achieving this 'wow' factor helps organizations distinguish themselves from their competition, while simultaneously winning new business and retaining existing clients. B2B Customer Experience is the essential handbook that guides the reader through the process of creating an exceptional customer experience. Intensely practical in its approach, B2B Customer Experience is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment. Clearly argued and supported by real-world examples, this text will help readers understand critical features including the difference between customer experience, loyalty and inertia; how to use journey maps to establish strengths and weaknesses in an organization, and how to ensure that sales teams are engaged in the customer experience programme. Discussing some of the best known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment.
Turning The Flywheel
DOWNLOAD
Author : Jim Collins
language : en
Publisher: Random House
Release Date : 2019-02-28
Turning The Flywheel written by Jim Collins and has been published by Random House this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-02-28 with Business & Economics categories.
__________________ *From the author of the multi-million-copy bestseller Good to Great* ‘No matter what your walk of life, no matter how big or small your enterprise, no matter whether it’s for-profit or nonprofit, no matter whether you’re CEO or a unit leader, the question stands, How does your flywheel turn?’ – JIM COLLINS __________________ The key to business success is not a single innovation or one plan. It is the act of turning the flywheel, slowly gaining momentum and eventually reaching a breakthrough. Building upon the flywheel concept introduced in his groundbreaking classic Good to Great, Jim Collins teaches readers how to create their own flywheel, how to accelerate the flywheel’s momentum, and how to stay on the flywheel in shifting markets and during times of turbulence. Combining research from his Good to Great labs and case studies from organisations like Amazon, Vanguard, and the Cleveland Clinic which have turned their flywheels with outstanding results, Collins demonstrates that successful organisations can disrupt the world around them – and reach unprecedented success – by employing the flywheel concept.
Decoding The New Consumer Mind
DOWNLOAD
Author : Kit Yarrow
language : en
Publisher: John Wiley & Sons
Release Date : 2014-03-31
Decoding The New Consumer Mind written by Kit Yarrow 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 2014-03-31 with Business & Economics categories.
Take a glimpse into the mind of the modern consumer A decade of swift and stunning change has profoundly affected the psychology of how, when, and why we shop and buy. In Decoding the New Consumer Mind, award-winning consumer psychologist Kit Yarrow shares surprising insights about the new motivations and behaviors of shoppers, taking marketers where they need to be today: into the deeply psychological and often unconscious relationships that people have with products, retailers, marketing communications, and brands. Drawing on hundreds of consumer interviews and shop-alongs, Yarrow reveals the trends that define our transformed behavior. For example, when we shop we show greater emotionality, hunting for more intense experiences and seeking relief and distraction online. A profound sense of isolation and individualism shapes the way we express ourselves and connect with brands and retailers. Neurological research even suggests that our brains are rewired, altering what we crave, how we think, and where our attention goes. Decoding the New Consumer Mind provides marketers with practical ways to tap into this new consumer psychology, and Yarrow shows how to combine technology and innovation to enhance brand image; win love and loyalty through authenticity and integrity; put the consumer’s needs and preferences front and center; and deliver the most emotionally intense, yet uncomplicated, experience possible. Armed with Yarrow’s strategies, marketers will be able to connect more effectively with consumers—driving profit and success across the organization.
Moments Of Magic
DOWNLOAD
Author : Shep Hyken
language : en
Publisher: Shepard Presentations, LLC
Release Date : 1993
Moments Of Magic written by Shep Hyken and has been published by Shepard Presentations, LLC this book supported file pdf, txt, epub, kindle and other format this book has been release on 1993 with Business & Economics categories.
Everyone Deserves A Great Manager
DOWNLOAD
Author : Scott Jeffrey Miller
language : en
Publisher: Simon & Schuster
Release Date : 2019-10-08
Everyone Deserves A Great Manager written by Scott Jeffrey Miller and has been published by Simon & Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-10-08 with Business & Economics categories.
***A WALL STREET JOURNAL BESTSELLER*** From the organizational experts at FranklinCovey, an essential guide to becoming the great manager every team deserves. A practical must-read, FranklinCovey’s Everyone Deserves a Great Manager is the essential guide for the millions of people all over the world making the challenging and rewarding leap to manager. Based on nearly a decade of research on what makes managers successful—and includes new ways of thinking, tips and techniques—this volume has been field-tested with hundreds of thousands of managers all over the world. Organized under four main roles every manager is expected to fill, Everyone Deserves a Great Manager focuses on how to lead yourself, people, teams, and change. Readers can start anywhere and go everywhere with this guide—depending on their current problem or time constraint. They can pick up a helpful tip in ten minutes or glean an entire skillset with deeper reading. The goal is for the busy manager to know what to do and how to do it without interrupting their regular workflow. Each role highlights the current, authentic problems managers face and briefly explores the limiting mindsets or common mistakes that led to those problems. With skill-based chapters that cover managerial skills like one-on-ones, giving feedback, delegating, hiring, building team culture, and leading remote teams, the book also includes more than thirty unique tools, such as a prep worksheets and a list of behavioral questions for your next interview. An approachable, engaging style using real-world stories, Everyone Deserves a Great Manager provides the blueprint for becoming the great manager every team deserves.