Download or read book The Customer Experience Field Guide written by David D. Fish and published by . This book was released on 2021-03-05 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Experience Field Manual written by and published by . This book was released on 2020-01-10 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a reference field guide for customer experience management professionals to use in their work. It discusses a customer experience management program as a holistic and integrated set of six core functions and offers frameworks for creating a new, or refining an existing, customer experience (CX) management program.
Download or read book Customer Experience Management Field Manual written by and published by . This book was released on 2019-11 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a reference field guide for customer experience management professionals to use in their work. It discusses a customer experience management program as a holistic and integrated set of eight core functions and offers frameworks for creating a new, or refining an existing, CX program.
Download or read book Selling the Invisible written by Harry Beckwith and published by Business Plus. This book was released on 2000-10-15 with total page 137 pages. Available in PDF, EPUB and Kindle. Book excerpt: SELLING THE INVISIBLE is a succinct and often entertaining look at the unique characteristics of services and their prospects, and how any service, from a home-based consultancy to a multinational brokerage, can turn more prospects into clients and keep them. SELLING THE INVISIBLE covers service marketing from start to finish. Filled with wonderful insights and written in a roll-up-your-sleeves, jargon-free, accessible style, such as: Greatness May Get You Nowhere Focus Groups Don'ts The More You Say, the Less People Hear & Seeing the Forest Around the Falling Trees.
Download or read book How to Measure Service Quality Customer Satisfaction written by Chuck Chakrapani and published by South Western Educational Publishing. This book was released on 1998 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly. In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems. This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.
Download or read book The Scrum Field Guide written by Mitch Lacey and published by Addison-Wesley Professional. This book was released on 2012 with total page 415 pages. Available in PDF, EPUB and Kindle. Book excerpt: Thousands of IT professionals are being asked to make Scrum succeed in their organizations-including many who weren't involved in the decision to adopt it. If you're one of them, The Scrum Field Guide will give you skills and confidence to adopt Scrum more rapidly, more successfully, and with far less pain and fear. Long-time Scrum practitioner Mitch Lacey identifies major challenges associated with early-stage Scrum adoption, as well as deeper issues that emerge after companies have adopted Scrum, and describes how other organizations have overcome them. You'll learn how to gain "quick wins" that build support, and then use the flexibility of Scrum to maximize value creation across the entire process. In 30 brief, engaging chapters, Lacey guides you through everything from defining roles to setting priorities to determining team velocity, choosing a sprint length, and conducting customer reviews. Along the way, he explains why Scrum can seem counterintuitive, offers a solid grounding in the core agile concepts that make it work, and shows where it can (and shouldn't) be modified. Coverage includes Getting teams on board, and bringing new team members aboard after you've started Creating a "definition of done" for the team and organization Implementing the strong technical practices that are indispensable for agile success Balancing predictability and adaptability in release planning Keeping defects in check Running productive daily standup meetings Keeping people engaged with pair programming Managing culture clashes on Scrum teams Performing "emergency procedures" to get sprints back on track Establishing a pace your team can truly sustain Accurately costing projects, and measuring the value they deliver Documenting Scrum projects effectively Prioritizing and estimating large backlogs Integrating outsourced and offshored components Packed with real-world examples from Lacey's own experience, this book is invaluable to everyone transitioning to agile: developers, architects, testers, managers, and project owners alike.
Download or read book The Innovator s Field Guide written by Peter Skarzynski and published by John Wiley & Sons. This book was released on 2014-02-19 with total page 293 pages. Available in PDF, EPUB and Kindle. Book excerpt: A step-by-step guide to successfully transforming any organization It is well recognized that succeeding at innovation is fundamental in today's hyper-competitive global marketplace. It is the only way to outperform current and emerging competitors sustainably. But what we call “innovation” is messy and difficult and too often lacks the rigor and discipline of other management processes. The Innovator's Field Guide: Market Tested Methods and Frameworks to Help You Meet Your Innovation Challenges changes that. It is a practical guide that moves beyond the “why” to the “how” of making innovation happen, for leaders and practitioners inside organizations of all sizes. Written by two pioneers in the field of embedding innovation in organization, The Innovator's Field Guide focuses on the most pressing innovation problems and specific challenges innovation leaders will face and offers concrete solutions, tools, and methods to overcome them. Each chapter describes a specific innovation challenge and details proven ways to address that challenge Includes practical ideas, techniques, and leading practices Describes common obstacles and offers practical solutions Any leader or professional who needs concrete solutions—right now—to the critical challenges of innovation will find invaluable aid in the practical, easy-to-understand, and market-tested approaches of The Innovator's Field Guide.
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 Service Design for Business written by Ben Reason and published by John Wiley & Sons. This book was released on 2015-12-14 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.
Download or read book The Field Guide to Dumb Birds of North America written by Matt Kracht and published by Chronicle Books. This book was released on 2019-04-02 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: National bestselling book: Featured on Midwest, Mountain Plains, New Atlantic, Northern, Pacific Northwest and Southern Regional Indie Bestseller Lists Perfect book for the birder and anti-birder alike A humorous look at 50 common North American dumb birds: For those who have a disdain for birds or bird lovers with a sense of humor, this snarky, illustrated handbook is equal parts profane, funny, and—let's face it—true. Featuring common North American birds, such as the White-Breasted Butt Nugget and the Goddamned Canada Goose (or White-Breasted Nuthatch and Canada Goose for the layperson), Matt Kracht identifies all the idiots in your backyard and details exactly why they suck with humorous, yet angry, ink drawings. With The Field Guide to Dumb Birds of North America, you won't need to wonder what all that racket is anymore! • Each entry is accompanied by facts about a bird's (annoying) call, its (dumb) migratory pattern, its (downright tacky) markings, and more. • The essential guide to all things wings with migratory maps, tips for birding, musings on the avian population, and the ethics of birdwatching. • Matt Kracht is an amateur birder, writer, and illustrator who enjoys creating books that celebrate the humor inherent in life's absurdities. Based in Seattle, he enjoys gazing out the window at the beautiful waters of Puget Sound and making fun of birds. "There are loads of books out there for bird lovers, but until now, nothing for those that love to hate birds. The Field Guide to Dumb Birds of North America fills the void, packed with snarky illustrations that chastise the flying animals in a funny, profane way. " – Uncrate A humorous animal book with 50 common North American birds for people who love birds and also those who love to hate birds • A perfect coffee table or bar top conversation-starting book • Makes a great Mother's Day, Father's Day, birthday, or retirement gift
Download or read book Field Guide to Consulting and Organizational Development written by Carter McNamara and published by . This book was released on 2005 with total page 499 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Dads written by Justin Ractliffe and published by Random House Australia. This book was released on 2012 with total page 34 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Get reading! 50 books you can't put down"--Cover.
Download or read book The Crm Field Guide written by Joel Lindstrom and published by . This book was released on 2012-10 with total page 946 pages. Available in PDF, EPUB and Kindle. Book excerpt: An essential guide to Microsoft Dynamics C] details not only on C fundamentals and extensibility points but also the tried and true best practices and strategies of the combined experience of some of the most recognizable global experts.
Download or read book Warman s Tools Field Guide written by Clarence Blanchard and published by Krause Publications. This book was released on 2006-08-07 with total page 512 pages. Available in PDF, EPUB and Kindle. Book excerpt: Speaks to an intensely active collector base - the International Antique Tool Auctions routinely feature nearly 800 tools worth more than $500 million
Download or read book The Field Guide to Natural Wonders written by Keith C. Heidorn and published by A&C Black. This book was released on 2010-10-01 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: From optical phenomena, such as rainbows and light pillars, to celestial phenomena like eclipses and the aurora borealis, this title explores a wide range of rare natural events, describing each one in detail and explaining the science behind them in simple, non-technical terms.
Download or read book UX Design written by Steven Miller and published by Steven Miller. This book was released on 2021-04-03 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: What if you could master UX Design, a skill that is becoming more and more demanded from more and more companies? Imagine how your work and life could change, and how much fun you'll have while enjoying the journey. "UX designer" is quickly becoming one of the most sought-after job titles in tech. Being a UX designer is rewarding, challenging, lucrative and interesting. A UX designer requires an impressive mix of creative, technical, and social skills. You need to be as comfortable with Adobe and Sketch as you are with interacting with a live group of users and analyzing their interactions with your mockups, prototypes, and wireframes. It's certainly not an easy job, but if you love the work you won't care that it's challenging. This book provides you EVERY information to master UX design, the few things you need to start are: - Passion - UX design should feel not just like a hobby or even a career path, but a calling. You should be genuinely fascinated by the subject - Empathy - To design great products you need to be able to feel the users' pain and frustration. You need to be able to put yourself in their shoes to understand why something isn't working for them, even though for you it may seem fine. - Self-Starting - You are going to need to train yourself in various areas and learn to work on your own for a while to figure things out and build your portfolio - Genuine Interest in Technology - This almost goes without saying, but just in case...you do need to have a love of technology and, in particular, the way humans interact with technology But let's get deep into the chapters of this guide: - Understanding you are not the user, involving them helps you to master your products - The 27 UX design fundamentals to follow and check in every single project - The design process (form sketching to design specifications) - Lean UX vs Agile UX - The 5 visual design principles - Behavioral UX data - The 4 UX optimization steps ...and much more! EVERY object you ever purchased was guided by user experience. Companies are now realizing that and looking for professionals that could help them. Change your career forever and become a user experience designer purchasing and studying this practical and complete guide! Scroll up and add it to cart now!
Download or read book The Scrum Field Guide written by Mitch Lacey and published by Addison-Wesley Professional. This book was released on 2015-12-22 with total page 602 pages. Available in PDF, EPUB and Kindle. Book excerpt: Thousands of organizations are adopting Scrum to transform the way they execute complex projects, in software and beyond. This guide will give you the skills and confidence needed to deploy Scrum, resulting in high-performing teams and satisfied customers. Drawing on years of hands-on experience helping companies succeed, Certified Scrum Trainer (CST) Mitch Lacey helps you overcome the major challenges of Scrum adoption and the deeper issues that emerge later. Extensively revised to reflect improved Scrum practices and tools, this edition adds an all-new section of tips from the field. Lacey covers many new topics, including immersive interviewing, collaborative estimation, and deepening business alignment. In 35 engaging chapters, you’ll learn how to build support and maximize value across your company. Now part of the renowned Mike Cohn Signature Series on agile development, this pragmatic guide addresses everything from establishing roles and priorities to determining team velocity, setting sprint length, and conducting customer reviews. Coverage includes Bringing teams and new team members on board Creating a workable definition of “done” Planning for short-term wins, and removing impediments to success Balancing predictability and adaptability in release planning Running productive daily scrums Fixing failing sprints Accurately costing projects, and measuring the value they deliver Managing risks in dynamic Scrum projects Prioritizing and estimating backlogs Working with distributed and offshore teams Institutionalizing improvements, and extending agility throughout the organization Packed with real-world examples straight from Lacey’s experience, this book will be invaluable to anyone transitioning to Scrum, seeking to improve their early results, or trying to get back on track.
