Download or read book CCXP Exam Preparation written by Michael Bartlett and published by . This book was released on 2017-03-25 with total page 58 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Certified Customer Experience Professional (CCXP) is one of the most dynamic and exciting new certifications available for customer centric professionals. Michael G. Bartlett is a Customer Experience (CX) professional who holds both the CCXP and PMP certifications and has over 15 years of experience working for customers across multiple sectors including finance, government, space, energy and healthcare. In this book, he distills his knowledge of the CX discipline into 18 easy-to-understand principles which translate directly to the questions in the CCXP exam. He also presents 40 mock questions with detailed explanations to help you get into the correct mindset required to pass on your first attempt.All profits from this book will be paid to a small number of animal charities, shelters and foster networks; all have been personally vetted by the author himself.
Download or read book Outside in written by Harley Manning and published by Houghton Mifflin Harcourt. This book was released on 2012 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.
Download or read book CGMA Exam Case Study Guide written by AICPA and published by John Wiley & Sons. This book was released on 2017-05-15 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: The CGMA Exam – Case Study Guide is designed to provide you with an understanding of the CGMA exam. It provides an overview of the key requirements to prepare for the CGMA case study examination and will provide you with proven study techniques. The book leverages the practice exam available online for all exam candidates. It provides guidance, illustrations and tools to analyze the pre-seen material for the exam to prepare, as well as a detailed walk-through of the actual exam scenarios and tasks, and offers sample solutions and comments. Practical hints and realistic tips are given throughout the book making it easy for you to apply what you’ve learned in this text to your actual case study exam. It covers the building blocks of successful learning and examination techniques and shows you how to earn all the marks you deserve as well as explaining how to avoid the most common pitfalls.
Download or read book Chief Customer Officer 2 0 written by Jeanne Bliss and published by John Wiley & Sons. This book was released on 2015-06-15 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).
Download or read book The Journey Mapping Playbook written by Jerry Angrave and published by Walter de Gruyter GmbH & Co KG. This book was released on 2020-10-12 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK
Download or read book Concise Learning written by Toni Krasnic and published by Concise Books Publishing. This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explains effective and efficient study methods for students to improve exam and academic performance, describing the author's "Concise Learning Method" (CLM), and featuring thirteen two-page visual maps of essential skills
Download or read book The ASQ Certified Supplier Quality Professional Handbook written by Mark Allen Durivage and published by Quality Press. This book was released on 2023-11-15 with total page 323 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook explains, in detail, each section of the Certified Supplier Quality Professional Body of Knowledge (updated 2023). It is a handy reference for those already working in the field and is an essential text for those working toward a CSQP certification.
Download or read book Would You Do That to Your Mother written by Jeanne Bliss and published by Penguin. This book was released on 2018-05-08 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer experience pioneer Jeanne Bliss shows why “Make Mom Proud” companies outperform their competition. Her 5-step guide to customer experience and culture transformation makes this achievement possible. Bliss urges companies to make business personal to earn ardent fans and admirers, by focusing on one deceptively simple question: "Would you do that to your mother?" “Make Mom Proud” companies give customers the treatment they desire, and employees the ability to deliver it. They turn “gotcha” moments into “we’ve got your back” moments by rethinking business practices, and they enable employees to be part of the solution to fix customer frustrations. Bliss scoured the marketplace seeking companies who excel at living their core values, grounded in what we all learned as kids. She offers a five-step plan for evaluating your current behaviors and implementing actions at every level of the organization. Step 1. “Be the Person I Raised You to Be” Understand how you are hiring, developing and trusting employees to bring the best version of themselves to work. Vail resorts, for example, the world's largest ski resort operator, banned the three words "Our policy is..." from their vocabulary, freeing employees to take spirited actions to deliver "the experience of a lifetime." Step 2. “Don’t Make Me Feed You Soap” Learn the eight key frustrations that bind us as customers (waiting, fear, anxiety, the black hole of no communication, etc.) and how to apply actions from companies who are delivering a seamless, frictionless and easy experience. Step 3. “Put Others Before Yourself” Determine if your focus is on helping customers achieve their goals – and evaluate how that is fueling your growth. Canada's Mayfair Diagnostics, for example, spent over a year studying the emotions of patients entering an imaging clinic, so they could redesign their welcome to deliver warmth and caring over procedure and process. The newly designed clinic achieved profitability in record time. Step 4. “Take the High Road” Learn how companies who do the right thing rise above the competition. Virgin Hotels, for example, named #1 U.S. hotel by Conde Nast Reader's Choice Awards, walked away from price gouging at the mini bar, so you'll never pay more for that Snickers bar than what you'd pay at the corner market. Step 5. “Stop the Shenanigans!” Evaluate your current company behaviors and identify the key actions that you can begin immediately. With 32 case studies and examples from more than 85 companies, this is a practical and easy to follow guide for your experience and culture transformation. Filled with comics to snapshot our experiences as customers, a “mom lens” to reflect continuously on your performance, and a “make-mom-proud-ometer” quiz – the book makes Bliss’s approach accessible and approachable. Join the movement to #MakeMomProud by applying this book across your organization. Whether you're contemplating your company's returns policy, its social media presence, or its big-picture strategy, this approach will help your company anticipate both employee and customer needs, extend patience, and show respect at all times.
Download or read book Answering the Ultimate Question written by Richard Owen and published by John Wiley & Sons. This book was released on 2008-11-24 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Fred Reichheld's 2006 book The Ultimate Question, that question being, "How likely is it that you would recommend this company to a friend or colleague?"-challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad profits' and 'good profits' and pointed to a faster, much more accurate way of gauging customers' real loyalty to a company, introducing a quantitative measure (the Net Promoter Score) for establishing a baseline and effectively tracking changes going forward. Richard Owen and Laura Brooks are co-developers, along with Reichheld, of the methodology behind answering the question. In this book, Owen and Brooks tell how based on a variety of real case studies' to actually embed Net Promoter discipline in organizations of all types.
Download or read book Chief Customer Officer written by Jeanne Bliss and published by John Wiley & Sons. This book was released on 2011-01-06 with total page 318 pages. Available in PDF, EPUB and Kindle. Book excerpt: Drawing on her first-hand experience at top companies as diverse as Lands’ End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the cycle. Different divisions and departments in corporations can fail to communicate and act as a team—they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships. This book provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience. The author includes diagnostics to determine if a company’s core strengths, metrics, and systems improve or harm customer relationships. With all these tools, leaders can address the organizational challenges they face with an exhaustive review of the Chief Customer Officer role and an evaluation to determine the right solution for their culture and company.
Download or read book Title List of Documents Made Publicly Available written by U.S. Nuclear Regulatory Commission and published by . This book was released on 1979 with total page 900 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Cisco CCNA Routing and Switching ICND 200 101 written by Wendell Odom and published by Pearson Education. This book was released on 2013 with total page 760 pages. Available in PDF, EPUB and Kindle. Book excerpt: CCNA ICND2 200-101 Official Cert Guide, Academic Edition, is a comprehensive textbook and study package for an intermediate-level networking course. This book has been completely revised to align to Cisco''s new CCNA 200-101 ICND2 exam. Material is presented in a concise manner, focusing on increasing student''s retention and recall of exam topics. The book is printed in four color, allowing students to benefit from carefully crafted figures that utilize color to convey concepts. Students will organize their study through the use of the consistent features in these chapters, including: Foundation Topics -- These sections make up the majority of the page count, explaining concepts, configurations, with emphasis on the theory and concepts, and with linking the theory to the meaning of the configuration commands. Key Topics -- Inside the Foundation Topics sections, every figure, table, or list that should absolutely be understood and remembered for the exam is noted with the words "Key Topic" in the margin. This tool allows the reader to quickly review the most important details in each chapter. Chapter-ending Summaries -- These bulleted lists provide a quick and concise review of the key topics covered in each chapter. Chapter-ending Review Questions -- Each chapter provides a set of multiple choice questions that help student''s test their knowledge of the chapter concepts, including answers and full explanations. Chapter-ending Exercises -- Each chapter concludes with a series of exercises designed to help students increase their retention of the chapter content including key term reviews, key topic tables, command review exercises, and memory table exercises. Part Reviews -- This new edition includes a new part review feature that helps students consolidate their knowledge of concepts presented across multiple chapters. A new mind mapping exercise helps students build strong mental maps of concepts. A new exam bank of part review questions helps students test themselves with scenario-based questions that span multiple topics. In addition to these powerful chapter learning, review, and practice features, this book also contains several other features that make it a truly effective and comprehensive study package, including: A Getting Started chapter at the beginning of the book offer terrific advice for how to use the book features and build an effective study plan. The DVD contains over 60 minutes of video mentoring from the author on challenging topics such as OSPF, EIGRP, EIGRP Metrics, PPP, and CHAP. The book comes complete with the CCNA ICND2 Network Simulator Lite software, providing students with the opportunity to practice their hands-on command line interface skills with Cisco routers and switches. The 13 labs included for free with this product cover a range of EIGRP configuration and troubleshooting exercises. The Pearson IT Certification Practice Test software that comes with the book includes 4 full ICND2 exams and 4 full CCNA exams, providing tons of opportunities to assess and practice. Including the book review questions and part review questions, the exam bank includes more than 500 unique practice questions. A Final Preparation Chapter helps students review for final exams and prepare to take the official Cisco CCNA exams, if they want to achieve that certification. A Study Plan Template is included on the DVD to help students organize their study time.
Download or read book How Hard Is It to Be Your Customer written by Jim Tincher and published by PMP. This book was released on 2019-06-11 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn how to create journey maps that actually get resultsNearly two out of three journey maps fail to drive customer-focused change. Find out how to make your initiative successful, and avoid the pitfalls that doom so many others, with this authoritative new book. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, How Hard Is It to Be Your Customer will help you understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others just gather dust on a shelf.
Download or read book Winning on Purpose written by Fred Reichheld and published by Harvard Business Press. This book was released on 2021-12-07 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.
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.
Download or read book Managing the Customer Experience written by Shaun Smith and published by Pearson Education. This book was released on 2002 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocatesshows you how to manage your customer experience and reap the rewards.
Download or read book Customer Experience Management written by Nihat Tavşan and published by Tasora Books. This book was released on 2018-05-07 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. Today being brand is not a privilege any more, there are dozens of reliable brands almost in every industry. But still businesses need to differentiate and outperform the competition but how?
