Transform Customer Experience

How to achieve customer success and create exceptional CX

Author: Isabella Villani

Publisher: John Wiley & Sons

ISBN:

Category: Business & Economics

Page: 288

View: 929

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.

Transform Customer Experience

How to achieve customer success and create exceptional CX

Author: Isabella Villani

Publisher: John Wiley & Sons

ISBN:

Category: Business & Economics

Page: 288

View: 933

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.

Winning Her Business

How to Transform the Customer Experience for the World’s Most Powerful Consumers

Author: Bridget Brennan

Publisher: HarperCollins Leadership

ISBN:

Category: Business & Economics

Page: 256

View: 898

Bridget Brennan, CEO of Female Factor, shows readers how to win sales and grow market share by creating a customer experience that appeals to the most powerful consumers: women. When people think about the world’s growth markets, they often envision countries like China and India. Yet they miss the largest one right here at home, no matter where you call home: women. With women driving 70 to 80 percent of consumer spending, it would seem an obvious strategy to learn how best to appeal to this continually expanding market. Common sense? Yes. Common practice? No. In Winning Her Business, Bridget Brennan, advisor to some of the world’s biggest brands and businesses, provides a roadmap for selling in a world dominated by the rise of women’s economic power. Brennan introduces The Four Motivators® Framework, which shows how every company can help customers feel: connected to them, their brand, and their business, inspired to buy from them specifically, confident in their buying decisions, and appreciated for their business. Showcasing best practices from brands as diverse as Lexus, Sephora, Allstate and the Minnesota Vikings NFL team, Winning Her Business offers invaluable insights into women as consumers and shows that almost all businesses have an opportunity to create an inclusive customer experience that inspires increased sales, referrals, and repeat business.

Reinvention Through Messaging

The Write Message for the Right Job!

Author: Dilip G. Saraf

Publisher: iUniverse

ISBN:

Category: Business & Economics

Page: 460

View: 678

Dream jobs remain hauntingly elusive to many. Seismic job market shifts have permanently changed how job seekers must now achieve their dreams. A vehicle for attaining career dreams is your own genius presented as a value-creating message. In this pioneering book, author Dilip Saraf guides you through a transforming process that shows how to: Use the SIMPLE tool to extract your genius and make your messages stand out Communicate your personal Unique Skills in your résumé to present your genius Increase your messaging power by overcoming your limiting beliefs Become a Dream Catcher by understanding the networking paradox Present messages that make you a must hire Reinvent the way you present yourself, simply by transforming your résumé Recover from interview mistakes and receive great offers Build your dream career, based on an uncommon communication process that gives you the advantage Keep your career protected from economic cycles by constantly reinventing yourself Real-life examples in Reinvention will inspire you to follow a path you dared not before. Learn how to trumpet your innermost voice in a unique message. Discover how to achieve your career dreams using these strategies, regardless of the economy.

Rehired, Not Retired

Proven Strategies for the Baby Boomers!

Author: Dilip Saraf

Publisher: iUniverse

ISBN:

Category: Business & Economics

Page: 580

View: 913

The current workforce demography and the emergent job market have put at risk millions of baby boomers' retirement prospects in the U.S. alone. This is now also a global problem. Many, who were anticipating joyous sunset years, have suddenly awakened to the dire future they now face. Since the job-market meltdown triggered in 2001, many have resigned to the idea that the emerging rules for success are beyond them. Regroup, conquer these rules, and learn how to: Reinvent yourself and reengage in ways that you thought out of reach Discover your genius and redefine your value proposition Uncover and then vanquish brand-new job challenges to vivify your everyday life Make your career immune from economic cycles Find meaning in your work and bring back joy that eluded you! Master the art of aligning your purpose with possibilities Retire the word "retire" from your vocabulary and stop working for a living Eliminate stress from meaningless work Enjoy what you do; live even longer and thrive Proven strategies, object lessons, and handy tools make Rehired a must-have playbook for those frustrated with their stalled careers or worried about their future.

Right-Time Experiences

Driving Revenue with Mobile and Big Data

Author: Maribel Lopez

Publisher: John Wiley & Sons

ISBN:

Category: Business & Economics

Page: 320

View: 425

Grasp how mobile, big data, and analytics are combining to change business processes Right Experience, Right Results: Improving Profits, Margin, and Engagement with Mobile and Big Data illustrates how businesses can use mobility, big data, and analytics to enhance or change business processes, improve margins through better insight, transform customer experiences, empower employees with real-time, actionable insight, and more. The book depicts how companies can create competitive differentiation using mobile, cloud computing big data, and analytics to improve commerce, customer service, and communications with employees and consumers. In the past, the technologies used to deliver personalized and contextual services were either unavailable, unaffordable, or reserved solely for the consumer market. Today, however, the next wave of computing—mobile, cloud computing. big data, and analytics—has provided the foundation for businesses to create adaptive, personalized applications and services. Delivered point-of-need, these smarter services allow enterprise products and services to meet the burgeoning demand for always-connected, accurate, and real-time information. Right Experience, Right Results: Improving Profits, Margin, and Engagement with Mobile and Big Data is your guide to the new way of doing things. The book includes: Real world examples that illustrate how companies across various industries are creating better business processes by integrating new technologies A three step action plan for getting started and overcoming obstacles An electronic checklist with numerous actions that help get you up and running with incorporating mobile, big data, and analytics A guide to drawing insight from mobile, social, and other sources to create richer experiences If you're a CEO, chief marketing officer, marketing director, or business manager, Right Experience, Right Results gives you everything you need to harness technology to breathe new life into your business.

When Digital Becomes Human

The Transformation of Customer Relationships

Author: Steven Van Belleghem

Publisher: Kogan Page Limited

ISBN:

Category: BUSINESS & ECONOMICS

Page: 208

View: 455

In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business's most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more.

Creating the Customer-driven Library

Building on the Bookstore Model

Author: Jeannette A. Woodward

Publisher: American Library Association

ISBN:

Category: Electronic book

Page: 234

View: 842

Building libraries on the bookstore model.

Connect

How to Use Data and Experience Marketing to Create Lifetime Customers

Author: Lars Birkholm Petersen

Publisher: John Wiley & Sons

ISBN:

Category: Business & Economics

Page: 272

View: 295

Connect and engage across channels with the new customers Connect is the ultimate marketing guide to becoming morerelevant, effective, and successful within the new marketplace.Written by a team of marketing experts serving Fortune 500 brands,this book outlines the massive paradigm shift currently takingplace within the industry, and provides the insight and perspectivemarketers need to stay on board. Readers will find guidance towardreaching a customer base that sees marketers as an unnecessaryannoyance, and strategies for engaging those customers at touchpoints throughout the customer lifecycle. The book's scopeencompasses both digital and real-life avenues, discussing the newways of thinking and the new tools and processes that allowmarketers to function in the new era where digital customerexperiences are increasingly important. Marketing is undergoing a revolution to rival the impact ofGutenberg's printing press. Customers are in control, with morechoice and more access than ever before, and they refuse to be"sold to" or "managed." Many marketing professionals are flailingfor a new strategy while the winners are clearly jumping ahead– Connect takes readers inside the winners' world tolearn the approach that's engaging the new consumer. Discover the technology and processes that allow marketers toremain relevant Craft a personal, relevant, and accessible customer journeythat engages the connected customer Keep in touch throughout the customer's life cycle, both onlineand offline Link digital goals and metrics to business objectives for amore relevant strategy Smart marketers have moved to a higher level that achievesbusiness objectives while increasing relevance to the customer.Connect provides readers a roadmap to this new approach, andthe tools that make it work.