Download or read book The Customer Journey written by Mike Huber and published by . This book was released on 2019-02-11 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: Experience the book that's catching attention from marketers everywhere! Follow the story of Sophia, a mid-level business professional looking to advance her career by furthering her education. We're telling one story - from start to finish - about a marketer looking to go back to school and advance her career to become Chief Marketing Officer (CMO) of a marketing agency. We will follow Sophia's complete journey as she researches her education options and eventually has two universities competing for her enrollment. Spoiler alert: Only one university is utilizing the customer journey correctly. Will you relate more with the university that's succeeding, or the one that's failing? Grab your copy of The Customer Journey: How an Owned Audience Can Transform Your Business to see why Jay Baer (founder of Convince & Convert and Author of Talk Triggers) declares it a, "Hugely useful guide to consumer decision-making and how to win awareness and drive behavior at every stage. Practical and modern; highly recommended!" Michael Brenner (Author, Speaker, Consultant and CMO) exclaims, "Not only does [The Customer Journey] solve the problem most marketers are facing when trying to demonstrate results from customer-focused marketing, but it does so using the compelling story of Sophia's own customer journey. This is a must-read for digital marketers." Mitch Joel, Six Pixels of Separation & CTRL ALT Delete says, "What are consumers doing? How are consumers doing it? Consumers are on a journey. Is your brand a grand part of the adventure or a traffic jam/unwanted detour? Here's the answer. Read it. Do it. Be the consumer's co-pilot." This latest installment from the award-winning Vertical Measures team puts you in the shoes of the protagonist, allowing you to see an entire digital marketing strategy working together in the eyes of a consumer - regardless of industry.Your customer will take this journey with or without you... Are you prepared?

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 Mapping Experiences written by Jim Kalbach and published by "O'Reilly Media, Inc.". This book was released on 2016-04-25 with total page 652 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions. Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value. Mapping Experiences is divided into three parts: Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models

Download or read book The Dissertation Journey written by Carol M. Roberts and published by Corwin Press. This book was released on 2010-08-23 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: This essential guidebook takes readers step-by-step through the dissertation process, with checklists, illustrations, sample forms, and updated coverage of ethics, technology, and the literature review.

Download or read book The Customer Experience Manual written by Alan Pennington and published by Pearson UK. This book was released on 2016-09-12 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt:

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 Customer Relationship Management written by Francis Buttle and published by Routledge. This book was released on 2009 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.

Download or read book Talk Triggers written by Jay Baer and published by Penguin. This book was released on 2018-10-02 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Talk Triggers is the definitive, practical guide on how to use bold operational differentiators to create customer conversations, written by best-selling authors and marketing experts Jay Baer and Daniel Lemin. Word of mouth is directly responsible for 19% of all purchases, and influences as much as 90%. Every human on earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1% of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business. The key to activating customer chatter is the realization that same is lame. Nobody says "let me tell you about this perfectly adequate experience I had last night." The strategic, operational differentiator is what gives customers something to tell a story about. Companies (including the 30+ profiled in Talk Triggers) must dare to be different and exceed expectations in one or more palpable ways. That's when word of mouth becomes involuntary: the customers of these businesses simply MUST tell someone else. Talk Triggers contains: Proprietary research into why and how customers talk More than 30 detailed case studies of extraordinary results from Doubletree Hotels by Hilton and their warm cookie upon arrival, The Cheesecake Factory and their giant menu, Five Guys Burgers and their extra fries in the bag, Penn & Teller and their nightly meet and greet sessions, and a host of delightful small businesses The 4-5-6 learning system (the 4 requirements for a differentiator to be a talk trigger; the 5 types of talk triggers; and the 6-step process for creating talk triggers) Surprises in the text that are (of course) word of mouth propellants Consumers are wired to discuss what is different, and ignore what is average. Talk Triggers not only dares the reader to differentiate, it includes the precise formula for doing it. Combining compelling stories, inspirational examples, and practical how-to, Talk Triggers is the first indispensable book about word of mouth. It's a book that will create conversation about the power of conversation.

Download or read book Choice Hacking written by Jennifer L. Clinehens and published by Jennifer L. Clinehens. This book was released on 2020-06-16 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt: What if you could use Nobel prize-winning science to predict the choices your customers will make? Customer and user behaviors can seem irrational. Shaped by mental shortcuts and psychological biases, their actions often appear random on the surface. In Choice Hacking, we'll learn to predict these irrational behaviors and apply the science of decision-making to create unforgettable customer experiences. Discover a framework for designing experiences that doesn't just show you what principles to apply, but introduces a new way of thinking about customer behavior. You'll finish Choice Hacking feeling confident and ready to transform your experience with science. In Choice Hacking, you'll discover: - How to make sure your customer experience is designed for what people do (not what they say they'll do) - How to increase the odds that customers will make the "right choice" in any environment - How to design user experiences that drive action and engagement - How to create retail experiences that persuade and drive brand love - How brands like Uber, Netflix, Disney, and Starbucks apply these principles in their customer and user experiences Additional resources included with the book: - Access to free video Companion Course - Access to exclusive free resources, tools, examples, and use cases online Who will benefit from reading Choice Hacking? This book was written for anyone who wants to better understand customer and user decision-making. Whether you're a consultant, strategist, digital marketer, small business owner, writer, user experience designer, student, manager, or organizational leader, you will find immediate value in Choice Hacking. About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency. She holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, and Adidas, and she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of CX That Sings: An Introduction To Customer Journey Mapping. To learn more about this book or contact the author, please visit ChoiceHacking.com

Download or read book Mapping Experiences written by James Kalbach and published by O'Reilly Media. This book was released on 2020-11-23 with total page 438 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Mapping experiences isn't just about product and service design; it's about understanding the human condition. Emphasize recent changes in business using the latest mapping techniques Create diagrams that account for multichannel experiences as well as ecosystem design Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence

Download or read book The Experience Centric Organization written by Simon David Clatworthy and published by "O'Reilly Media, Inc.". This book was released on 2019-07-15 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: Is your organization prepared for the next paradigm of customer experience, or will you be left behind? This practical book will make you a winner in a market driven by experience, enabling you to develop desirable offerings and standout service to attract loyal customers. Author Simon Clatworthy shows you how to transform your organization into one that aligns your customers’ experiential journey with platforms, organizational structures, and strategic alliances. Rather than treat customer experience as an add-on to product and service design, you’ll discover how experience-centricity can drive the whole organization. Learn the five steps necessary to transform into an experience-centric organization Explore the underlying structure needed to design and deliver memorable experiences Understand how customers and clients experience products and services Develop experiential DNA as an extension of your brand DNA Be proactive by translating cultural trends into experiences

Download or read book Handbook on Tourism and Social Media written by Gursoy, Dogan and published by Edward Elgar Publishing. This book was released on 2022-02-11 with total page 528 pages. Available in PDF, EPUB and Kindle. Book excerpt: This comprehensive Handbook offers an overview of current research on the use of social media within the tourism industry, investigating a range of social media practices and proposing strategies to address key challenges faced by tourist destinations and operators.

Download or read book Transform Customer Experience written by Isabella Villani and published by John Wiley & Sons. This book was released on 2019-01-18 with total page 235 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Essential Topics Of Managing Information Systems written by Jun Xu and published by World Scientific. This book was released on 2019-11-05 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: This comprehensive compendium is about managing information systems and focuses on relationships between information, information systems, people and business. The impacts, roles, risks, challenges as well as emerging trends of information systems are an important element of the book.Essential and critical information systems management skills including using information systems for competitive advantages, planning and evaluating information systems, developing and implementing information systems, and managing information systems operation form a critical part of this unique reference text.Current topics like digital platforms, agile organization, DevOPs, blockchain, 5G, data center and quantum computing prove indispensable for readers who want to stay in the forefront of today's complex information systems.

Download or read book THE DEFINITIVE GUIDE TO B2B DIGITAL TRANSFORMATION written by Fred Geyer and published by Frederick Geyer. This book was released on 2020-05-26 with total page 291 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book guides B2B leaders along a step by step path to uncommon growth through three transformative shifts: The Digital Selling Shift to digital demand generation, The Digital Customer Experience Makeover to digital customer engagement, The Digital Proposition Pivot to data-powered, digital solutions. The Definitive Guide is informed by the work of Fred Geyer at Prophet, a leading digital transformation consultancy, and Joerg Niessing at INSEAD, a global standard-bearer for business education. Rich case studies from Maersk, Michelin, Adobe, and Air Liquide with best practices from IBM, Salesforce.com, Thyssenkrupp, and scores of leading B2B companies illustrate how putting customers at the heart of digital transformation drives uncommon growth. Fred and Joerg map the route from customer insight to in-market implementation for each transformational shift in four steps: Where to Play - Identify top customer growth opportunities, How to Win - Build the strategy to win customer preference, What to Do - Effectively deliver the strategy, Who is Needed - Assemble the team to make it happen. The two biggest barriers to successful digital transformation, effectively using customer data and enabling employees, are addressed by outlining a clear path to navigate forward based on best practices from other leading companies. The guide has won rave reviews from B2B leaders: "This book illuminates the secret sauce of digital transformation in the B2B space" – David Aaker, renowned brand strategist and bestselling author. "A thought-provoking exploration of three crucial transformational shifts for B2B companies" – Vincent Clerc, CEO, Maersk Ocean & Logistics "This is a great guide to applying best practices to the formidable challenge of digital transformation in complex markets and supply chains." – Dr. Lars Brzoska, Chairman of the Board of Management, Jungheinrich AG. "By providing case examples and step by step assistance in determining where to play, how to win, what to do and who to win, this book fulfilled my need for inspiring and pragmatic transformation guidance" – Lindy Hood, Chief Customer Experience Officer, Zurich Financial North America

Download or read book Experiential Marketing written by Wided Batat and published by Routledge. This book was released on 2019-01-10 with total page 477 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why do some brands make us feel good, while others frustrate us? What makes us engage with certain brands, rebuy the same products, return to the same store or revisit the same destination over and over again? Is there a framework underlying how past and lived shopping experiences can affect our future experiences, our buying decisions, and our brand loyalty? In this exciting new book, Wided Batat introduces readers to the new customer experience framework and the era of the "Experiential Marketing Mix." She introduces the concept of the 7Es (Experience, Exchange, Extension, Emphasis, Empathy, Emotional touchpoints, Emic/Etic process); a tool that focuses on the consumer as a starting point in marketing strategies. By using these, companies can design suitable, emotional, and profitable customer experiences in a phygital context (physical place and digital space) including both offline and online digital experiences. Batat argues that a traditional product-centric should be replaced by the appropriate mix of 7Es, based upon a more consumer/experience-centric logic. Experiential Marketing is a guide to building experiences consumers cannot forget. It will be of interest for CEOs, brand managers, marketing and communication professionals, students, and anyone eager to learn more about how to design the ultimate customer experience in a new phygital. In this book, Professor Batat combines theory and practice and gives readers an overview of: the origins and the rise of the customer experience logic, the 7Es of the new experiential marketing mix, and the challenges for the future.

Download or read book Never Lose a Customer Again written by Joey Coleman and published by Penguin. This book was released on 2018-04-03 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.