Download or read book The Customer Experience Fiasco written by Tim Carrigan and published by . This book was released on 2011-07-01 with total page 150 pages. Available in PDF, EPUB and Kindle. Book excerpt: In The Customer Experience Fiasco, experts from Andrew Reise provide an engaging and instructive fable that unravels the mystique and complexity of customer experience strategy. When CEO Randall Phillips is caught off guard by a customer's YouTube-video during a television interview, he swears to fix it - and fast. Dana Chase, a rising star in the organization, is tapped to fix the fiasco as quickly as possible. This enthralling fable follows Dana's trials and tribulations as she tries to save the company and her career.
Download or read book The Customer Experience Fiasco written by Andrew Reise and published by . This book was released on 2011-05 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Customer Experience Fiasco written by Tim Carrigan and published by . This book was released on 2013-01-01 with total page 150 pages. Available in PDF, EPUB and Kindle. Book excerpt: In The Customer Experience Fiasco, experts from Andrew Reise provide an engaging and instructive fable that unravels the mystique and complexity of customer experience strategy. When CEO Randall Phillips is caught off guard by a customer's YouTube-video during a television interview, he swears to fix it - and fast. Dana Chase, a rising star in the organization, is tapped to fix the fiasco as quickly as possible. This enthralling fable follows Dana's trials and tribulations as she tries to save the company and her career. The path she eventually finds and follows is Andrew Reise's proven methodology for developing a winning customer experience strategy.
Download or read book Fiasco written by Thomas E. Ricks and published by Penguin. This book was released on 2006-07-25 with total page 524 pages. Available in PDF, EPUB and Kindle. Book excerpt: Finalist for the Pulitzer Prize • One of the Washington Post Book World's 10 Best Books of the Year • Time's 10 Best Books of the Year • USA Today's Nonfiction Book of the Year • A New York Times Notable Book "Staggeringly vivid and persuasive . . . absolutely essential reading." —Michiko Kakutani, The New York Times "The best account yet of the entire war." —Vanity Fair The definitive account of the American military's tragic experience in Iraq Fiasco is a masterful reckoning with the planning and execution of the American military invasion and occupation of Iraq through mid-2006, now with a postscript on recent developments. Ricks draws on the exclusive cooperation of an extraordinary number of American personnel, including more than one hundred senior officers, and access to more than 30,000 pages of official documents, many of them never before made public. Tragically, it is an undeniable account—explosive, shocking, and authoritative—of unsurpassed tactical success combined with unsurpassed strategic failure that indicts some of America's most powerful and honored civilian and military leaders.
Download or read book Fiasco written by Imre Kertész and published by Melville House. This book was released on 2013-07-09 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: Translated into English at last, Fiasco joins its companion volumes Fatelessness and Kaddish for an Unborn Child in telling an epic story of the author's return from the Nazi death camps, only to find his country taken over by another totalitarian government. Fiasco as Imre Kertesz himself has said, "is fiction founded on reality"—a Kafka-like account that is surprisingly funny in its unrelentingly pessimistic clarity, of the Communist takeover of his homeland. Forced into the army and assigned to escort military prisoners, the protagonist decides to feign insanity to be released from duty. But meanwhile, life under the new regime is portrayed almost as an uninterrupted continuation of life in the Nazi concentration camps-which, in turn, is depicted as a continuation of the patriarchal dictatorship of joyless childhood. It is, in short, a searing extension of Kertesz' fundamental theme: the totalitarian experience seen as trauma not only for an individual but for the whole civilization—ours—that made Auschwitz possible.
Download or read book Fiasco written by Stanislaw Lem and published by HMH. This book was released on 2012-07-18 with total page 339 pages. Available in PDF, EPUB and Kindle. Book excerpt: “A stunningly inventive fantasy about cosmic travel” from the Kafka Prize–winning author of Solaris (The New York Times). The Hermes explorer ship represents the epitome of Earth’s excellence: a peaceful mission sent forth to make first contact with an alien civilization, and to use the expansive space technology developed by humanity to seek new worlds, friendships, and alliances. But what its crew discovers on the planet Quinta is nothing like they had hoped. Locked in a seemingly endless cold war among themselves, the Quintans are uncommunicative and violent, refusing any discourse—except for the firing of deadly weapons. The crew of the Hermes is determined to accomplish what they had set out to do. But the cost of learning the secrets hidden on the silent surface of Quinta may be grave. Stark, startling, and insightful, Fiasco has been praised by Publishers Weekly as “one of Lem’s best novels.” It is classic, thought-provoking hard science fiction, as prescient today as when it was first written.
Download or read book CUSTOMER EXPERIENCE UNEARTHED written by Julien Rio and published by Julien Rio. This book was released on 2023-11-30 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Have you ever paused to consider the Customer Experience from the consumer's viewpoint? It's easy to forget, while ensconced in professional roles, that we are also everyday customers navigating an array of experiences—both delightful and disheartening. This book invites you on a revelatory journey, seeing the world through the eyes of genuine customers. Eschewing complex journey mapping, we zero in on the authentic human experience. Featuring 40 powerful stories from the CX Therapy series, this guide uncovers frequent hiccups in customer journeys and arms you with practical solutions. An essential read for anyone committed to elevating simple transactions into memorable experiences. Why is this a book you should add to your shelf: At the heart of every successful business lies a deep understanding of its customers. Yet, in the fast-paced modern business world, professionals often become insulated from the genuine, ground-level experiences of their consumers. Here's why "Customer Experience Unearthed" is an indispensable read for anyone seeking to bridge this gap and truly comprehend the consumer journey: 1. Experience the Customer's Reality: This book doesn't just talk about Customer Experience from a corporate boardroom perspective. It dives deep into the world of the consumer. By reading, you'll step into the shoes of real customers and witness their highs and lows, enabling you to gain an authentic perspective of prevailing Customer Experience gaps. It serves as a poignant reminder that behind every feedback, complaint, or praise, there's a genuine human experience awaiting attention. 2. Concrete Strategies Over Theories: While there's no shortage of literature that discusses the importance of Customer Experience, few provide actionable, practical solutions grounded in real-world experiences. This guide, enriched with 40 relatable stories from the CX Therapy series, doesn't just highlight problems—it equips you with tangible strategies. 3. Connect the Dots for a Holistic Understanding: Every touchpoint in a customer's journey contributes to their overall experience. Recognizing this, the book provides an immersive exploration into various steps of the customer journey. Rather than being siloed, you'll see how these steps interlink, amplifying the importance of each in constructing an impeccable overall experience. By understanding the full spectrum, businesses and professionals can better anticipate customer needs and craft journeys that truly resonate. What experts say about it: Whether you're a jaded consumer seeking to understand why businesses fail you, a CEO with a desire to shift your company's perspective, or a CX professional looking for fresh ideas, this book is your go-to resource. Julien's Customer Experience Unearthed is exactly what the doctor ordered for anyone and everyone involved in creating customer experiences. Shep Hyken The stories that form the basis for Customer Experience Unearthed resonate with us all – bad customer experiences. The magic of Julien Rio’s telling of these too-familiar tales is in the tactics each chapter offers on how to correct the core issues that led to customer service failure. Whether you are a customer service manager, a product manager, a contact center agent or a senior executive, this book offers practical advice on how to create the customer happiness that each business strives to deliver. Sheila McGee-Smith We all, as consumers, want to be heard and understood. In fact empathy and proactivity have become key skills when it comes to having digital customer conversations - and they are also pillars of this book. Page after page, Julien provides vivid case examples of major customer experience hiccups and gaps with a constructive goal: showing where most pain points lie to help companies improve and remove them. That's why 'Customer Experience Unearthed' is more than just a book, it's an actionable guide for organizations willing to question themselves to improve. Paolo Fabrizio This book emerges as a crucial resource for Customer Experience professionals, emphasizing the underutilized force of storytelling. It does not merely preach the utility of storytelling; rather, it embodies it, illustrating its principles through clear, compelling narratives that resonate with professionals in the field. The author's expertise shines through as they offer not only an understanding of storytelling's power but also practical solutions and creative ideas to tackle the complex issues CX professionals face. This book is more than an instructional guide—it is an inspiration, encouraging the integration of storytelling into the CX toolkit to create impactful and memorable customer experiences. Michael Brandt The prose is sparkling, the articulation is clear and there's nuance in Julien's observations that respects the complexity of the CX field. A valuable, real-world listing of possible solutions that lifts the book above the realm of 'complain porn' and into one of use & value to the Reader. So if you have Customers – and have some level of interest in what they think or how they feel when they interact with you – then enjoy this book! Daniel Ord About the author: Julien Rio is the co-founder of CX Therapy, a vlog series launched in 2021 with Max Ball, that explores real-world customer experiences across various sectors. A Certified Customer Experience Professional (CCXP), Julien brings 15 years of marketing expertise from both Asia and Europe to his work.
Download or read book F I A S C O written by Frank Partnoy and published by W. W. Norton & Company. This book was released on 2009 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this behind-the-scenes look at one of the world's top Wall Street investment firms, Partnoy recounts his experience during the annual drunken skeet-shooting competition where he and his colleagues sharpen the killer instincts they're encouraged to use against competitors, clients, and each other.
Download or read book Customer Experience For Dummies written by Roy Barnes and published by John Wiley & Sons. This book was released on 2014-10-29 with total page 373 pages. Available in PDF, EPUB and Kindle. Book excerpt: Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises. The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more. Gives you the tools you need to target customers more precisely Helps you implement new social and mobile strategies Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels Explains how a fully-engaged customer can help you outperform the competition Learn how to respond effectively to customer feedback Your brand's reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers.
Download or read book Fiasco written by James Robert Parish and published by Turner Publishing Company. This book was released on 2008-05-02 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: A longtime industry insider and acclaimed Hollywood historian goes behind the scenes to tell the stories of 15 of the most spectacular movie megaflops of the past 50 years, such as Cleopatra, The Cotton Club, and Waterworld. He recounts, in every gory detail, how enormous hubris, unbridled ambition, artistic hauteur, and bad business sense on the parts of Tinsel Town wheeler-dealers and superstars such as Elizabeth Taylor, Clint Eastwood, and Francis Ford Coppola, conspired to engender some of the worst films ever.
Download or read book Revolutionize Your Customer Experience written by Colin Shaw and published by Springer. This book was released on 2004-09-22 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their customer experience.
Download or read book The Customer Conundrum written by Gary L. Smith and published by Lulu.com. This book was released on 2014-09-15 with total page 101 pages. Available in PDF, EPUB and Kindle. Book excerpt: There is clearly a huge gulf that has been created in the arena of customer service. This gulf exists between what business owners espouse as their customer service philosophies and what customers are actually experiencing in their daily personal and business transactions. What's worse is that this "gulf" appears to be widening, especially with the impact of global operations and sourcing. In The Customer Conundrum, Gary Smith identifies the core issues relating to the customer service gulf, and then gives solid, practical advice on how you can create, maintain, and lead a true customer-centric organization.
Download or read book The Customer Experience Manual written by Alan Pennington and published by Pearson UK. This book was released on 2016-09-14 with total page 189 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you’ll discover: Why customer experience is so important in business – and how it applies to you How to use customer experience tools in your business – step by step guides on how to use CX metrics and how to learn from them Alongside the theory and practical how-to guidance, there will be a range of examples of ‘thinking differently’ about everyday situations to engage the reader. Plus, with case studies from International Companies, readers will discover not only what works well but also the hard lessons they have learned. The Customer Experience Book shows you how to understand, measure and improve customer experience in your business, whatever your level. The full text downloaded to your computer. With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends Print 5 pages at a time Compatible for PCs and MACs No expiry (offline access will remain whilst the Bookshelf software is installed. eBooks are downloaded to your computer and accessible either offline through the VitalSource Bookshelf (available as a free download), available online and also via the iPad/Android app. When the eBook is purchased, you will receive an email with your access code. Simply go to http://bookshelf.vitalsource.com/ to download the FREE Bookshelf software. After installation, enter your access code for your eBook. Time limit The VitalSource products do not have an expiry date. You will continue to access your VitalSource products whilst you have your VitalSource Bookshelf installed.
Download or read book UnSelling written by Scott Stratten and published by John Wiley & Sons. This book was released on 2014-09-29 with total page 245 pages. Available in PDF, EPUB and Kindle. Book excerpt: UnSelling is about everything but the sell. We put all of our focus on the individual purchase transaction, while putting the rest of our business actions second. We've become blind to customer service, support, branding, experiences and even product quality. Sixty percent of a purchasing decision is made before a customer even contacts you. We have funnel vision, and it needs to stop. Unselling is about the big picture: creating repeat customers, not one-time buyers. Create loyal clients that refer others, not faceless numbers. Becoming the go-to company for something, before they even need you. You don't need social media, but you can be connecting with your clients socially. Your video doesn't have to be viral in front of a million people, just contagious in front of your specific market. Content, connection, engagement. It's time to separate from the pack of noise. It's time to UnSell.
Download or read book The Guaranteed Customer Experience written by Jeff Toister and published by . This book was released on 2021-03-15 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: What if you could guarantee your customers an amazing experience-and then deliver on that promise every time?The Guaranteed Customer Experience turns the concept of a guarantee on its head. An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations.* Discover what truly motivates customers to buy from you.* Earn your customers' trust with an experience guarantee.* Avoid service failures that cause customer churn.Get an inside look at how leading organizations use experience guarantees to fuel customer-driven growth. Learn the real reasons people love these companies and remain loyal customers. Discover how brands, products, and even individual employees use the Guaranteed Customer Experience model to stand out from the competition.Creating a consistently great customer experience doesn't have to be a complicated and daunting task. The Guaranteed Customer Experience will help whether you're looking for a model that's easy to implement and understand, or you're trying to find a critical piece that's been missing from previous customer experience initiatives.
Download or read book Losing Iraq written by David L. Phillips and published by Basic Books. This book was released on 2009-04-28 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: According to conventional wisdom, Iraq has suffered because the Bush administration had no plan for reconstruction. That's not the case; the State Department's Future of Iraq group planned out the situation carefully and extensively, and Middle East expert David Phillips was part of this group. White House ideologues and imprudent Pentagon officials decided simply to ignore those plans. The administration only listened to what it wanted to hear. Losing Iraq doesn't't just criticize the policies of unilateralism, preemption, and possible deception that launched the war; it documents the process of returning sovereignty to an occupied Iraq. Unique, as well, are Phillips's personal accounts of dissension within the administration. The problems encountered in Iraq are troubling not only in themselves but also because they bode ill for other nation-building efforts in which the U.S. may become mired through this administration's doctrine of unilateral, preemptive war. Losing Iraq looks into the future of America's foreign policy with a clear-eyed critique of the problems that loom ahead.
Download or read book Gelato Fiasco written by Joshua Davis and published by Down East Books. This book was released on 2018-09-07 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: Joshua Davis and Bruno Tropeano, two guys right out of college, felt that something was amiss. People in Maine created some of the best of everything in the world — higher education, ships, television doctors, winter boots. But the gelato of which they dreamt could not be found here in Maine, or anywhere else in the United States. Josh and Bruno sensed both a responsibility and an opportunity and set off to rediscover the lost art. Imagining a long-forgotten Red Spoon Society of superior gelato artisans, they learned the techniques and practices of the old masters of gelato. They used those techniques as a foundation for creating an even better gelato experience: make lots of creative flavors for discerning guests, serve them in a way that invites discovery and delight, and never compromise on quality. In 2007, the doors to their first gelato store opened. Josh and Bruno named it Gelato Fiasco as a hedge against trend-pursuers, treasure hunters, and impostors, for only a true food lover, guided by his or her own sense of adventure, would dare enter a store with that name. And as they loved it, they would share with their families and friends, who would share with theirs. Gelato Fiasco is a book brimming with humor, Maine values, mouth-watering color photographs, and, most importantly, delicious recipes (out of 1500 in the “flavor vault” the book will include 100 or so) for making your own gelato at home, plus recipes sauces, cones, and other treats to enjoy with your gelato.