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7 Tenets of Taxi Terry: How Every Employee Can Create and Deliver the Ultimate Customer Experience
Author Scott McKain
Inspired by the Ideas and Insight of Taxi Terry…The Best Guide to Customer Service You Will Ever ReadNo matter who you are, what you do, where you work, or how much money you make, you can learn a lot from a cab driver--especially when it is Taxi Terry, a successful....
Release Date 2014/07 -
Author John A. Goodman
With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that...customers expect more. Unfortunately, many companies fail ....
Release Date 2014/08 -
Author Christopher Nash , Ron Person , Lars Birkholm Petersen
Connect and engage across channels with the new customersConnect is the ultimate marketing guide to becoming more relevant, effective, and successful within the new marketplace. Written by a team of marketing experts serving Fortune 500 brands, this book outlines t....
Release Date 2014/09 -
Author Andrew Frawley
A new data-driven approach to building customer relationships that fuel sustainable business growthIgniting Customer Connections explores how organizations of all sizes can build powerful and profitable customer relationships in a today's increasingly complex, fast....
Release Date 2014/10 -
Experience Explorer Facilitator's Guide
Author N. Anand Chandrasekar , Meena Wilson
Experience Explorer gives leaders a powerful and efficient tool for discovering what they have learned about effective leadership and what they still need to learn. When leaders explore and talk about their past experiences, they can better plan future learning expe....
Release Date 2014/10 -
Customer Experience For Dummies
Author Bob Kelleher , Roy Barnes
Gain, engage, and retain customers with positive experiencesA 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 ....
Release Date 2014/11 -
Experiential Learning: Experience as the Source of Learning and Development, Second Edition
Author David Kolb
Experiential learning is a powerful and proven approach to teaching and learning that is based on one incontrovertible reality: people learn best through experience. Now, in this extensively updated book, David A. Kolb offers a systematic and up-to-date statement of....
Release Date 2014/12 -
Author Harvey Thompson
Rebuild customer loyalty, strengthen customer relationships, and leverage the immense power of customer co-innovation! Harvey Thompson's Who Stole My Customer?? is the world's definitive guide to rebuilding customer loyalty: must-reading in C-Suites and top busine....
Release Date 2014/12 -
Customer Analytics For Dummies
Author Jeff Sauro
The easy way to grasp customer analyticsEnsuring your customers are having positive experiences with your company at all levels, including initial brand awareness and loyalty, is crucial to the success of your business. Customer Analytics For Dummies shows you how t....
Release Date 2015/02 -
Author Alexander J. Buoye , Luke Williams , Lerzan Aksoy , Timothy L. Keiningham
Customer Loyalty Isn't Enough—Grow Your Share of WalletThe Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review....
Release Date 2015/02 -
Author Keith Ferrazzi , Mark Goulston
Do you ever feel like you're talking to a brick wall?The first step in persuading anyone to do anything is getting them to hear you out. But whether the person is a cynical colleague, furious customer, or overwhelmed spouse, their emotional barriers may be blocking....
Release Date 2015/03 -
The Introverted Presenter: Ten Steps for Preparing and Delivering Successful Presentations
Author Richard Tierney
The introvert is a personality type that draws energy from the outside inward. According to standard personality testing assessments, most people are introverts and no group is more introverted than technical professionals. Introverts are congenitally programmed to ....
Release Date 2015/03 -
The Customer Trap: How to Avoid the Biggest Mistake in Business
Author Andrew R. Thomas , Timothy J. Wilkinson
American business is dysfunctional. Companies of all sizes follow the mistaken belief that their products and services are best sold through mega-customers with pervasive market reach, such as Amazon and Walmart. Far too many business leaders fail to realize—until i....
Release Date 2015/04 -
Author Jay Holben
Filmmaker Jay Holben has been battling in the production trenches for most of his life. For the past 17 years, he’s chronicled his adventures in the pages of American Cinematographer, Digital Video, Videography, and TV Technology. Now, in Behind the Lens: Dispatches....
Release Date 2015/07 -
Trend-Driven Innovation: Beat Accelerating Customer Expectations
Author Alexander Osterwalder , Delia Dumitrescu , Maxwell Luthy , David Mattin , Henry Maso
Trend-Driven InnovationBeat accelerating customer expectations.Every business leader, entrepreneur, innovator, and marketer wants to know where customers are headed. The problem? The received wisdom on how to find out is wrong.In this startling new book, the team a....
Release Date 2015/09 -
X: The Experience When Business Meets Design
Author Brian Solis
Welcome to a new era of business in which your brand is defined by those who experience it. Do you know how your customers experience your brand today?Do you know how they really feel?Do you know what they say when you re not around?In an always-on world where ever....
Release Date 2015/10 -
Author Joe Calloway
Magnetic: The Art of Attracting Business is a look at how consistently successful businesses are able to attract a steady and ever-increasing flow of customers. This innovative text examines a range of simple, powerful strategies that businesses of any size or type....
Release Date 2015/11 -
Author Richard Krevolin
Corporations can no longer just worship the bottom line. Consumers and customers want to be associated with brands that align with their values. For business success today, your company needs to tell a compelling story that creates engagement, word-of-mouth, and br....
Release Date 2015/11 -
Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
Author Joseph Michelli
Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight In his previous bestsellers--The Starbucks Experience, The New Gold Standard, and Prescription for Excellence--Joseph Michelli revealed customer expe....
Release Date 2015/12 -
Author Laura Winig
South Afirca's Nedbank is a leader in its market - but to stay in that position, it needed to identify new ways to serve its existing business clientele as well as attract new customers. Its solution: Use the extensive transaction data the bank collects to help cu....
Release Date 2016/01 -
Author Laura Winig
South Afirca's Nedbank is a leader in its market - but to stay in that position, it needed to identify new ways to serve its existing business clientele as well as attract new customers. Its solution: Use the extensive transaction data the bank collects to help cu....
Release Date 2016/01 -
Building Integrated Websites with IBM Digital Experience
Author Basem Zaben , JayaPrasad Thambuganipalle , Dineshbabu Ramakrishnan , Dmitri Nevedro
A digital experience is a personalized experience that provides employees, customers, business partners, and citizens with a single point of interaction with people, content, and applications anywhere, anytime, and from any device.The IBM® Digital Experience is a p....
Release Date 2016/01 -
Multimedia Quality of Experience (QoE)
Author Luigi Atzori , Tasos Dagiuklas , Periklis Chatzimisios , Chang Wen Chen
This book discusses the current status of QoE research; reporting latest advances from various standardisation bodies (ITU, ETSI, IEEE, IETF)Multimedia Quality of Experience (QoE): Current Status and Future Requirements discusses the current status of QoE (Quality ....
Release Date 2016/01 -
Author Craig LeGrande , Amir Hartman , Jeb Dasteel
Business-to-business customer expectations have changed. To survive—and thrive—in today’s economy, where customers are constantly reevaluating their purchases and looking at options never available before, you need to deliver business outcomes, not features and func....
Release Date 2016/02 -
Author John Bair , Brett Shavers
Hiding Behind the Keyboard: Uncovering Covert Communication Methods with Forensic Analysis exposes the latest electronic covert communication techniques used by cybercriminals, along with the needed investigative methods for identifying them. The book shows how to ....
Release Date 2016/03 -
Author Barbara Thomas
Today, engaging customer advocates is one of the most powerful marketing strategies available to you. Advocates provide third-party validation and positive relevance; build and protect brands, and create exceptionally effective content to influence buyer decisions.....
Release Date 2016/03 -
Author Ruth N. Bolton
The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where th....
Release Date 2016/04 -
Learning Agility: Unlock the Lessons of Experience
Author George Hallenbeck
Experience is vital for a leader's success, but merely having an experience (such as a challenging new job, a stretch assignment, or an unexpected hardship) isn't enough. The best leaders know not just how to seek out developmental experiences, but how to extract....
Release Date 2016/05 -
Author Alan Pennington
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. Fr....
Release Date 2016/09 -
Author Marc Benioff , Eric Berridge
Leverage the cloud into competitive advantage through optimized customer experienceCustomer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-....
Release Date 2016/10