How To Build A Great Customer Experience Through Innovation
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How To Build A Great Customer Experience Through Innovation Inspired By Clairvoyant Lab
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Author : Dr. Patrick Chin
language : en
Publisher: Lulu.com
Release Date : 2014-06-02
How To Build A Great Customer Experience Through Innovation Inspired By Clairvoyant Lab written by Dr. Patrick Chin and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-06-02 with Business & Economics categories.
This book has four main parts. Each part serves as a prerequisite and drives the next part. Knowing what your customer needs is key to lay a strong insight foundation. Building on these insights, innovation management is both an art and skill to ensure good balance between timing and resource. Innovation, both product and service, is not a one-off event. It needs a life of its own, breathing and growing. Investing in your most valuable asset - employees, sometimes overlooked by many executives, will only bring to life those service innovations built from the insights. To continue innovation within the organization, It must be embedded into the organizational culture through change management, measured and rewarded. A balanced scorecard will keep track that we are not just financially successful but at the same time achieve overall business success, which includes customers, processes and employee talents.
Customer Experience Strategy
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Author : Lior Arussy
language : en
Publisher:
Release Date : 2010
Customer Experience Strategy written by Lior Arussy and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Consumer satisfaction categories.
In writing Customer Experience Strategy, I worked to combine a complete strategic and executional blueprint with an easily accessed reference book. My goal is to allow you to find practical guidance and new ideas to enhance your customer experience journey, no matter your entry point into the strategy. Are you struggling with leadership?s sponsorship? There?s is a chapter for that. Missing the business case? There?s a chapter for that. Looking for guidance how to innovate? There?s a chapter for that. Just getting started in exploring this customer-centric endeavor? There?s an entire blueprint, from start to launch and beyond, for that very purpose. No matter your current stage in the customer experience journey, this book is designed to help you achieve the next level. It?s time to stop focusing on others? customer experience stories and create your own success story. It?s time to stop staring at such legends as Starbucks, Nordstrom, Virgin, Southwest Airlines, Whole Foods and Four Seasons and start creating your own legendary customer experience. It?s time to execute. It will be my privilege, through the journey that is this book, to be part of your travels, and watch you create your own legend. ?Lior Arussy
How To Build A Great Customer Experience Through Innovation
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Author : Dr. Patrick Chin
language : en
Publisher: Clairvoyant Lab Press
Release Date : 2014-05-31
How To Build A Great Customer Experience Through Innovation written by Dr. Patrick Chin and has been published by Clairvoyant Lab Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-05-31 with categories.
This book has four main parts. Each part serves as a prerequisite and drives the next part. Knowing what your customer needs is key to lay a strong insight foundation. Building on these insights, innovation management is both an art and skill to ensure good balance between timing and resource. Innovation, both product and service, is not a one-off event. It needs a life of its own, breathing and growing. Investing in your most valuable asset - employees, sometimes overlooked by many executives, will only bring to life those service innovations built from the insights. To continue innovation within the organization, It must be embedded into the organizational culture through change management, measured and rewarded. A balanced scorecard will keep track that we are not just financially successful but at the same time achieve overall business success, which includes customers, processes and employee talents. This approach is supported by a C-Lab online proprietary platform with 50 web applications and toolkits by Clairvoyant Lab.
Building Great Customer Experiences
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Author : Colin Shaw
language : en
Publisher: Springer
Release Date : 2002-09-13
Building Great Customer Experiences written by Colin Shaw and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-09-13 with Business & Economics categories.
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.
X The Experience When Business Meets Design
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Author : Brian Solis
language : en
Publisher: John Wiley & Sons
Release Date : 2015-10-13
X The Experience When Business Meets Design written by Brian Solis 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 2015-10-13 with Business & Economics categories.
Welcome to a new era of business in which your brand is defined by those who experience it. Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you re not around? In an always-on world where everyone is connected to information and also one another, customer experience is your brand. And, without defining experiences, brands become victim to whatever people feel and share. In his new book X: The Experience When Business Meets Design bestselling author Brian Solis shares why great products are no longer good enough to win with customers and why creative marketing and delightful customer service too are not enough to succeed. In X, he shares why the future of business is experiential and how to create and cultivate meaningful experiences. This isn’t your ordinary business book. The idea of a book was re-imagined for a digital meets analog world to be a relevant and sensational experience. Its aesthetic was meant to evoke emotion while also giving new perspective and insights to help you win the hearts and minds of your customers. And, the design of this book, along with what fills its pages, was done using the principles shared within. Brian shares more than the importance of experience. You’ll learn how to design a desired, meaningful and uniform experience in every moment of truth in a fun way including: How our own experience gets in the way of designing for people not like us Why empathy and new perspective unlock creativity and innovation The importance of User Experience (UX) in real life and in executive thinking The humanity of Human-Centered Design in all you do The art of Hollywood storytelling from marketing to product design to packaging Apple’s holistic approach to experience architecture The value of different journey and experience mapping approaches The future of business lies in experience architecture and you are the architect. Business, meet design. X
Customer Experience Innovation
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Author : Robert Dew
language : en
Publisher: Emerald Group Publishing
Release Date : 2018-08-13
Customer Experience Innovation written by Robert Dew 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 2018-08-13 with Business & Economics categories.
This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies.
Customer Experience Management
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Author : Bernd H. Schmitt
language : en
Publisher: John Wiley & Sons
Release Date : 2010-07-09
Customer Experience Management written by Bernd H. Schmitt 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 2010-07-09 with Business & Economics categories.
In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results.
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 : 2011-10-28
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 2011-10-28 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.
What Customers Crave
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Author : Nicholas Webb
language : en
Publisher: AMACOM
Release Date : 2016-10-12
What Customers Crave written by Nicholas Webb and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-10-12 with Business & Economics categories.
Think you know your customers? You better be more assured than just thinking you do, because your success depends on it! The best companies in the world first research exhaustively what their customers desire, and then they deliver it in memorable and deeply human experiences--resulting in success previously believed to be unachievable. So once again, how well do you know your customers?In a hyperconnected economy that is radically changing consumer expectations, this vital expectation for any successful business is not always easy. But in What Customers Crave, author and business strategist Nicholas Webb simplifies this critical task into being able to confidently answer two questions: What do your customers love? What do they hate?Jam-packed with tools and examples, this must-have resource helps businesses reinvent how they engage with customers (both physical and virtual). Learn how to:• Gain invaluable insights into who your customers are and what they care about• Use listening posts and Contact Point Innovation to refine customer types• Engineer experiences for each micromarket that are not only exceptional, but insanely relevant• Connect across the five most important touchpoints• Co-create with your customers• And more!It’s time to reinvent the ways you engage with your customers. Because when you learn to provide for them exactly what they want, they not only bring along their wallets but those belong to their friends as well!
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.