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Author Paul Dunn , Ronald J. Baker
Put values—and value—over volume with a professional services subscription modelProfessional firms are built on relationships. But you wouldn't know it by observing their predominant business model — a model centered on selling transactions and inputs, not outcomes that deepen and strengthen relati....
Release Date 2022/11 -
Author Zhecho Dobrev
In The Big Miss: How Businesses Overlook the Value of Emotions, Zhecho Dobrev reveals how organizations are frequently deceived by customers and fail to act on what they fail to notice–thus are missing the biggest driver of profitable customer behavior!What are the emotional and subconscious drivers....
Release Date 2022/08 -
Author Bill Price , David Jaffe
Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.This book will help any customer-facing organization deliver better customer experiences, save mon....
Release Date 2022/06 -
The Customer Education Playbook
Author Daniel Quick , Barry Kelly
Deliver maximum value to customers and clients with this blueprint to customer success In The Customer Education Playbook: How Leading Companies Engage, Convert, and Retain Customers, customer learning experts Barry Kelly and Daniel Quick explain how teaching customers to best engage ....
Release Date 2022/04 -
Author Richard Lees , Azlan Raj
Understand what’s required to deliver top-of-the-line customer experiencesAs organizations around the world do their best to deliver meaningful, effective, and efficient customer experiences, many are encountering difficulty translating their actions into progress. These businesses find that, despit....
Release Date 2022/03 -
Author Janelle Estes , Andy MacMillan
An insightful discussion and practical guide on how to put customers back into the center of your business modelWith so many digital experiences touching our lives—and businesses—it’s understandable to feel like you’re drowning in data. There’s a dashboard or chart for just about everything, but dat....
Release Date 2022/02 -
Digital Customer Experience Engineering : Strategies for Creating Effective Digital Experiences
Customer experience engineering applied to the engineering department is rare, but needed. Most companies keep support, UX, engineering, product, and CX separate. To address this gap, this book highlights roles and techniques that are proven to accelerate issue detection and prevention by 30% or mor.... -
Choose Your Customer: How to Compete Against the Digital Giants and Thrive
Two top specialists in profitable growth and innovative customer-supplier relationships show companies of all sizes how to compete with the tech giants—by choosing and providing peerless value to the right customers for long-term success.Every year, managers at companies large and small are finding .... -
Inside Your Customer's Imagination
Author Chip R. Bell
“Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results.” —Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Ex....
Release Date 2020/09 -
Why Smart Companies Are Giving Customers More Data
Author Barbara H. Wixom , Ronny M. Schüritz , Killian Farrell
Companies looking for ways to stand out from their competition can offer customers data products that enhance the product or service the customer originally came looking for. This “data wrapping” technique is an innovative option to increase a product’s value to the custo....
Release Date 2020/05 -
Stop Listening to the Customer
Author Adam Ferrier , Jen Flemming
Don't let the customer get between you and building a strong valued brandIf you want to stand out from the crowd, develop a clear and consistent brand voice, and ultimately build a fruitful business – listen to your brand. Stop Listening to the Customer offers insights i....
Release Date 2020/02 -
Author Chris Adlard , Daniel Bausor , Dan Steinman
How organisations can drive growth in the Customer EconomyThe Digital Revolution has changed the business landscape in remarkable ways and will continue to do so. Organisations across industries and around the world are being disrupted and digitised at increasing pace – p....
Release Date 2019/12 -
Author Charles Waghmare
Build, enrich, and transform customer experience using SharePoint Online. This book will discuss different SharePoint Online approaches that you can use to enhance customer experience, including digital portals, enterprise content management, Microsoft Teams and mu....
Release Date 2019/12 -
The Experience Economy, With a New Preface by the Authors
Author James H. Gilmore , B. Joseph Pine II
Time is limited. Attention is scarce. Are you engaging your customers?Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral?Welcome to the Experience Economy, where bu....
Release Date 2019/12 -
The Magic That Makes Customer Experiences Stick
Author Stefan Thomke
Research has shown that memorable experiences can drive customer decisions as much as price and functionality. Yet there have been few meaningful improvements in customer experience over time. The missing ingredient? Emotion. Customers want their choices to align a....
Release Date 2019/08 -
The Experience-Centric Organization
Author Simon David Clatworthy
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 cu....
Release Date 2019/07 -
Author Gilles N'Goala , Virginie Pez-Perard , Isabelle Prim-A
Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer cust....
Release Date 2019/07 -
Author Stephen Pacinelli , Ethan Beute
Accelerate sales and improve customer experienceEvery day, most working professionals entrust their most important messages to a form of communication that doesn't build trust, provide differentiation, or communicate clearly enough. It's easy to point to the shee....
Release Date 2019/04 -
Why Customers Leave (And How to Win Them Back)
Author David Avrin
Discover the 24 reasons people are leaving you for competitors and how to win them back. In Why Customers Leave, popular customer experience and marketing speaker David Avrin makes a compelling case for customer experience as a bankable differentiator in an era of....
Release Date 2019/04 -
Author Christian Terwiesch , Nicolaj Siggelkow
Business Models for Transforming Customer RelationshipsWhat if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if ....
Release Date 2019/04 -
Lead With Your Customer, 2nd Edition:Transform Culture and Brand into World-Class Excellence
Author J. Jeff Kober , Mark David Jones
Your one-stop shop for world-class resultsThe most admired organizations in the world have the same basic resources that you have—offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do success....
Release Date 2019/02 -
Author Isabella Villani
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 ....
Release Date 2018/12 -
Author Chris Risdon , Patrick Quattlebaum
Customer experiences are increasingly complicated—with multiple channels, touchpoints, contexts, and moving parts—all delivered by fragmented organizations. How can you bring your ideas to life in the face of such complexity? Orchestrating Experiences is a practical....
Release Date 2018/05 -
Landlording on AutoPilot, 2nd Edition
Author Mike Butler
Simplify Your Landlord Experience with Smart Strategies and Smarter Tools“Without Landlording on Autopilot, I doubt I would have ever succeeded with rental properties. Mike's book guided my business every step of the way, and I owe a huge debt to Mike for his insi....
Release Date 2018/04 -
Author H.R. Hutter
If you want to take your business to the next level, then this book could lead you there. You most likely have a love for whatever area you have chosen as a focus for your business. This is a great start. However, many small business owners do not have the business....
Release Date 2018/04 -
How Voice Technologies Enhance the Customer Experience
Author Matthew Edgar
Whether it’s for searching, shopping, getting directions, or playing games, many people today are happy to talk to their devices. A new generation of voice interfaces is offering a new way to perform everyday tasks through a personal connection that’s decidedly mor....
Release Date 2018/03 -
Great Customer Experience Starts with Product Management
Author Matt LeMay
From a customer’s standpoint, every interaction with a product or brand is just part of a connected experience. But for many companies, individual touchpoints, channels, and products are often treated as disconnected silos. How can your organization connect and ali....
Release Date 2018/02 -
Hearing the Voice of the Customer
Author Bill Inmon
Increase the awareness of your customer's behavior to survive and excel within your industry. One hundred years ago, the voice of the customer was easily and routinely heard by the shopkeeper. In small towns, the shopkeeper knew everyone. Today's world has gott....
Release Date 2018/02 -
Author James Kalbach
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. In this lesson, product and....
Release Date 2018/01