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Managing Customer Experience and Relationships, 3rd Edition
Author Philip Kotler , Martha Rogers , Don Peppers
Boost profits, margins, and customer loyalty with more effective CRM strategyManaging Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship f....
Release Date 2016/11 -
Author Noah Fleming
"How do you grow a truly sustainable business in the hypercompetitive 21st century? By using the practical, psychology-based strategies in this book to dive into the mind of your customer and enhance your business's customer experience by creating "buying loops" t....
Release Date 2016/11 -
Determining the right model for your experience
Author Christian Crumlish , Erin Malone
Inherent in creating a social layer into your experience is some form of relationships between people. There are different models, each of which create different kinds of social interactions and outcomes within an experience.What you'll learn—and how you can apply ....
Release Date 2016/12 -
Author Kerry Patterson , Matthew Wride , Tracy Maylett
Ever notice how companies with the best service also have the happiest employees? That’s no accident. Do you want to build a strong, successful organization? Start by ignoring your customers. Really. Instead, focus first on creating a better employee experience, or....
Release Date 2017/01 -
The Employee Experience Advantage
Author Marshall Goldsmith , Jacob Morgan
Research Shows Organizations That Focus on Employee Experience Far Outperform Those That Don'tRecently a new type of organization has emerged, one that focuses on employee experiences as a way to drive innovation, increase customer satisfaction, find and hire the ....
Release Date 2017/03 -
Author Janine Garner
Meet the twelve people that can accelerate your success – in business and in lifeIt's Who You Know is the long-awaited handbook to effective, productive and influential networking. Having the right relationships is more important than ever before, but digital conn....
Release Date 2017/05 -
Author Ezra Schwartz
Learn how to unify Customer Experience, User Experience and more to shape lasting customer engagement in a world of rapid change.About This BookAn introductory guide to Experience Design that will help you break into XD as a career by gaining A strong foundational ....
Release Date 2017/08 -
The Nordstrom Way to Customer Experience Excellence, 3rd Edition
Author breAnne O. Reeves , Robert Spector
The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer serviceIn this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary ....
Release Date 2017/09 -
Author David Norton
The marketing guru of Caesars/Harrah’s shows how you can double-down and win with a proven data-driven approachWalking through Caesars in Las Vegas may seem like a dream—the lights are not too bright, the temperature is perfect, and everything is within your reach.....
Release Date 2017/09 -
How Creating Customer Value Makes You a Great Executive
Author Gautam Mahajan
Customer value is an overused and mis-understood term. Chris Ross said, ÒThere's a strong argument for changing the term 'marketing' and renaming it 'value creation'.Ó Companies fail to create value as well as they could because tools of customer val....
Release Date 2017/10 -
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 -
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 -
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 -
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 -
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 -
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 -
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 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 -
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 -
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 -
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