Customer services Books

Book SynopsisEssential lessons in hospitality for every business, from the former co-owner of legendary restaurant Eleven Madison Park.Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling New York City two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world.How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality. Guidara’s team surprised a family who had never seen snow with a magical sledding trip to Central Park after their dinner; they filled a private dining room with sand, complete with mai-tais and beach chairs, to console a couple with a cancelled vacation. And his hospitality extended beyond those dining at the restaurant to his own team, who learned to deliver praise and criticism with intention; why the answer to some of the most pernicious business dilemmas is to give more—not less; and the magic that can happen when a busser starts thinking like an owner.Today, every business can choose to be a hospitality business—and we can all transform ordinary transactions into extraordinary experiences. Featuring sparkling stories of his journey through restaurants, with the industry’s most famous players like Daniel Boulud and Danny Meyer, Guidara urges us all to find the magic in what we do—for ourselves, the people we work with, and the people we serve.Trade ReviewGuidara makes his nonfiction debut with an enthusiastic guide for leaders [and asserts] sage advice about leadership. * Kirkus Review *Any organization would benefit from his thinking. * Simon Sinek *Will Guidara weaves heartfelt stories and keen observations to illustrate how purposeful, no-holds-barred hospitality satisfies our essential need to belong. An exceptional book for anyone or any organization aiming to excel at human connection. * Danny Meyer, CEO of Union Square Hospitality Group and author of Setting the Table *In this book, Will Guidara shows us how to lead and to serve at the next level by building a foundation of hospitality, and creating a people-first “working together” culture. It’s an inspiring book for businesses in every industry. * Alan Mulally, former CEO of Boeing and Ford *Working alongside Will Guidara is the ultimate masterclass in how to thoughtfully improve the lives of those around you. He is now sharing his truly remarkable gift with the world in this keenly observant and heartfelt must-read, for anyone looking to stand out from the pack. * Dan Levy, Emmy® award winning writer, actor, director, and producer of Schitt’s Creek *

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Book SynopsisWith a new foreword by Ken BlanchardA straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager.Raving Fans, in a nutshell, is the advice given to a new Area Manager on his first day in an extraordinary business book that will help everyone, in every kind of organisation or business, deliver stunning customer service and achieve miraculous bottom-line results.Raving Fans is written in the parable style of The One Minute Manager and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature not just a passing fad.Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace and turn their customers into raving, spending fans.

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Book SynopsisRainmakers are the people who bring money into their organisations and this book is packed with hints and tips to pursue prospective customers and keep them.

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Book SynopsisIn this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrongeliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to no service: Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences Trade Review"admirably straightforward book… refreshingly no-nonsense". (Financial Times , Thursday 27th March 2008)Table of ContentsIntroduction: Why We Wrote This Book xi 1 Challenge Customer Demand for Service: Instead of Coping with Demand 1 2 Eliminate Dumb Contacts: Instead of Handling Them Again and Again 29 3 Create Engaging Self-Service: Instead of Preventing Contact 65 4 Be Proactive: Instead of Waiting to Respond 99 5 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet 125 6 Own the Actions Across the Organization: Instead of Blaming Customer Service 165 7 Listen and Act: Instead of Letting Customer Insights Slip Away 203 8 Deliver Great Service Experiences: How to Delight Customers with Awesome Support When They Need It 241 Appendix A: Best Service Survey 277 Appendix B: Glossary 287 Appendix C: Bibliography 293 Notes 299 Acknowledgments 301 About the Authors 305 Index 307

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Book SynopsisThe definitive Customer Success Manager How-To-Guide for the CSM profession from Gainsight, who brought you the market-leading Customer Success The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM professionuntil nowTable of ContentsContributors xvi Foreword xvii Part I What is Customer Success and Why is it a Great Career? 1 Chapter 1 Customer Success Management: The Birth of a New Profession 3 The Age of the Customer 9 The Critical Missing Function 12 The Birth of the Customer Success Manager 15 Endnotes 18 Chapter 2 Defining the Customer Success Manager Role 21 Goals: Increase Retention, Reduce Churn, Drive Growth 21 The Consumption Gap 23 The Customer Success Equation 24 What Customer Success Management is Not 27 A Career or a Springboard to a Real Profession? 29 Endnotes 33 Part II The Core Skills of a Great CSM 35 Chapter 3 A Day in the Life of a Customer Success Manager 37 Putting Customer Success into Practice 37 Being a Customer Success Manager – A Personal Testimonial 44 The Three Core CSM Competencies 46 Chapter 4 The CSM Skills Required in an Ever-Evolving Business World 51 How to Develop Your Industry and Category Knowledge 52 Network with Mentors and Industry Experts 54 Product Expertise is Your Ticket to Greatness 57 Endnote 60 Chapter 5 Learn How to Empathize and Build Relationships with Customers 61 1. Be Introspective and Self-Aware 63 2. Communicate with Intent, Precision, and Persuasion: Be a Trusted Advisor 66 3. Consistently Follow-Up to Create and Grow Trust 68 4. How to Respond When You Don’t Know the Answer 69 5. Stay Focused and Positive When Situations are Difficult; Learn From Them 70 6. Read People In-Depth and With a #HumanFirst Lens of Compassion 71 7. Genuinely Connect with Customers: it is Personal and it is Your Business 73 Endnotes 76 Part III Operationalizing Customer Success 77 Chapter 6 Preparing for Your Engagements and Asking Questions Like a Problem-Solving Consultant 79 The Need for a 360o View of the Customer 80 Do Your Homework: Prepare for Every Customer Engagement 83 The Art of Discovery: Asking the Right Questions to Get to the Heart of the Customer’s Problem 87 Endnotes 94 Chapter 7 Defining the Journey to Customer Outcomes 95 Customer Lifecycle, Journey Map, Customer Journey 96 Segment Your Customers 104 Endnotes 110 Chapter 8 Operationalize Your Customer Journey with Moments of Truth 111 Identifying Your Moments of Truth 112 Sales-to-Onboarding Handoff 114 Welcome the Customer and Onboarding Kickoff 115 Launch or Go-Live 116 New Customer Executive or Champion 116 Business Reviews: For the Executive and More 117 Renewals 122 Endnotes 124 Chapter 9 Using Customer Health Scores to Manage Your Customers 127 Health Scores: How to Know If Your Customers are Doing Well 127 Designing Your Outcomes Health Score 129 Designing Your Experience Health Score 133 Setting the Right Thresholds 135 Other Frameworks to Design Your Health Score 136 Putting Health Scores to Work for You 139 The Future and Human-Element of Customer Health Scorecards 142 Endnotes 146 Chapter 10 Voice of the Customer and Your Tech-Touch Strategy 147 How to Get Meaningful Customer Feedback 147 The Hidden Value of Customer Feedback 151 Tech Touch: The Secrets of Low-Touch Customer Success 154 Onboarding Tech-Touch Workflow 155 Renewals Management Tech-Touch Workflow 158 Risk Management Tech-Touch Workflow 158 Advocacy Management Tech-Touch Workflow 161 Endnote 163 Chapter 11 Help Customers Achieve Their Business Goals 165 Adoption Management: How to Proactively Manage Product Use and Adoption 166 Success Planning: Make Sure the Customer Gets the Long-Term Results They Expect 172 Identify Business Objectives 173 Strategy Session 173 Document the Plan 175 Track Value 175 Product Experience – Improving Your Product is Your #1 Priority 176 Endnote 180 Chapter 12 Drive Revenue Growth Through Engagement, Proactive Risk Management, Churn Analysis, Expansion, and Advocacy 181 Stakeholder Alignment: How to Manage Executive Sponsors and Other Customer Stakeholders 182 Risk Management: What to Do When a Customer is Trending Toward Cancelling: How to Proactively Escalate Risk and Save the Customer 185 Reduce Churn with a Deep Understanding of Why Your Customers Have Left 190 Expansion Management: Understanding White Space in Your Customer Base to Upsell and Cross-sell Your Products and Services 199 Advocacy Management: How to Turn Your Best Customers into Evangelists 202 Endnote 205 Part IV Retaining and Developing the Best CSMs 207 Chapter 13 Managing a Customer Success Team 209 Segmentation and Aligning a Customer Success Manager to the Right Customer 209 Determining the Best Customer Success Manager-to-Customer Ratio and CSM Profiles 214 Compensating Your Customer Success Managers 219 Dashboards to Manage the Customer Success Team 222 Chapter 14 Creating Career Paths for Your Customer Success Managers 229 Designing CSM as a Career 229 Creating Career Paths within the CS Function 230 Conducting a Comprehensive Talent Review Process 238 Creating Career Paths Between Functions 240 Conclusion 243 Acknowledgments 245 About the Authors 251 Index 253

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Book SynopsisCOVID-19 forced a dramatic change to customer behavior that resulted in an economic crisis not witnessed by anyone alive. Businesses can no longer operate as before because their customers are no longer operating as before. This book provides customer-centric based guidance for how businesses should adapt to this new reality, deriving insights from academic research, case studies, interviews, and best practice examples from around the world. As validated by hundreds of top-level executives, its readers will gain a better understanding of why customer behavior has changed so they can use the book’s solutions to navigate through and succeed in the post COVID-19 future.Table of Contents 1.Introduction.- 2.Section One: How and why the COVID-19 economic crisis occurred? A customer behavior-based perspective.- 3.Five phases for how customer behavior changed in response to COVID-19.- 4.Psychological and economic explanations for why the COVID-19 economic crisis occurred.- 5. Section Two: Customer-centric growth strategies.- 6. An opportunity unlike ever before.- 7. First quadrant: status quo growth strategy.- 8. Second quadrant: new customer markets.- 9. Third quadrant: new products.- 10. Fourth Quadrant: Diversify simultaneously into new markets with new or modified products.- 11. Section Three: The COUNTER COVID customer-centric framework your firm needs to employ NOW.- 12. Create emotional connections to CREATES loyalty.- 13. Demonstrate product value.- 14. Extend digital footprint.- 15. Conclusion.

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Book SynopsisLucas' top-selling and award-winning Customer Service 8e has been revised to reflect the demands of customer service today. Chapters are divided into three parts, focused on key aspects of customer service: 1) The Profession 2) Skills for Success, and 3) Building and Maintaining Relationships, and Retaining Customers. Throughout the text, readers discover tips for implementing proven customer service strategies, case scenarios, and activities to help apply concepts to real-world situations.Customer Service 8e addresses many market changes such as the impact of the COVID-19 pandemic, working in remote teams and greater focus on customers with disabilities with featuring several companies such as Amazon, Target, American Express and Chipotle. Students will practice putting concepts into action through our integration digital learning platform, Connect. Connect provides revised case analyses that challenge students to apply what they'v

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Book SynopsisTable of ContentsForeword xix Introduction xxiii Chapter 1 What Makes Great Client Service? 1 Part One How To Be Great With Clients Chapter 2 Account Management’s Role 9 Chapter 3 Achieving the Next Level 13 Chapter 4 Transforming a Career into a Calling 15 Part Two Winning New Business For Your Agency Chapter 5 New Business: What It Is, Why It Is Important, and Why You Should Give a Damn 19 Chapter 6 How to Contribute Before, During, and After Pitch Day 25 Chapter 7 Getting to Yes 41 Part Three Beginning A Client Relationship Chapter 8 In a High Tech World, Be Low Tech 47 Chapter 9 What Success Looks Like 51 Chapter 10 Always Manage Client Expectations from the Outset 53 Chapter 11 Be Multilingual 57 Chapter 12 Live the Client’s Brand 59 Chapter 13 Ask, “What Do My Colleagues Need to Create Great Advertising?” Then Deliver It 61 Part Four How To … Chapter 14 Run a Meeting 65 Chapter 15 Brief a Colleague 71 Chapter 16 Write a Conference Report 73 Chapter 17 Perfect the Perfect Scope of Work 77 Chapter 18 Craft That Schedule You Need to Create 89 Chapter 19 Build a Better Budget 93 Chapter 20 Draft a Letter of Proposal 101 Chapter 21 Create a PowerPoint Presentation 111 Part Five Formulating the Brief That Drives Great Creative Chapter 22 Take the Word Brief Seriously 119 Chapter 23 What Makes a Brilliant Brief? 125 Chapter 24 In Writing the Brief, Provide the Client’s Perspective 133 Chapter 25 Know When to Look It Up; Know When to Make It Up 139 Part Six Establishing Trust With Clients Chapter 26 Great Work Wins Business; a Great Relationship Keeps It 143 Chapter 27 Client Presentations Are as Important as New Business Presentations 145 Chapter 28 Always Ask, “Does This Advertising Pass the ‘So What’ Test?” 149 Chapter 29 Don’t Fall in Love with Good Work; Don’t Fall for Bad Work 151 Chapter 30 Choice Is Good 155 Chapter 31 Fight About the Work with Colleagues; Fight for It with Clients 157 Chapter 32 Do Not Sell 161 Chapter 33 Bring Your Clients into the Process Early and Often 163 Chapter 34 Respect What It Takes to Do Great Creative 165 Chapter 35 Credit Is for Creative Directors 169 Chapter 36 We Are Smarter Together Than We Are Alone 171 Chapter 37 Judgment Overrides Any Rule 173 Chapter 38 Ideas Are the Currency We Trade in 175 Part Seven Building Long-Term Client Relationships Chapter 39 Make No Commitment without Consultation 193 Chapter 40 Take on the Coloration of Your Clients; Do Not Compromise Your Character 197 Chapter 41 Never Forget It’s a Business 199 Chapter 42 Once a Client, Always a Client 201 Chapter 43 Going Rogue 203 Part Eight How To Deal With Unhappy Clients Chapter 44 Always Think Endgame 207 Chapter 45 No Surprises about Money or Time 209 Chapter 46 Deal with Problems Head-On 211 Chapter 47 If Things Go Wrong, Take the Blame 213 Chapter 48 What Happens When I Screw Up? 215 Chapter 49 Getting Fired 219 Part Nine Regaining Client Trust Chapter 50 How Happy Clients Help You Gain New Ones 223 Chapter 51 Five Client Challenges to Agencies 225 Chapter 52 Five Client Service Principles to Believe In 233 Acknowledgments: Remember To Say “Thank You” 243 Postscript 245 A Bunch of Books to Make You Better At What You Do 249 About The Author 253 Index 255

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Book SynopsisCustomers, followers, subscribers. It's easy to just look at the numbers. How many likes? How many purchases? How many email subscribers? But as entrepreneurs, we have to remember that there are people behind all that data. People who are looking to us to be a leader, to give advice, and to care. In this dog-eat-dog world, these are the people who are looking for someone who they can trust, and who they know have their best interests in mind. These are the people, if you connect with them in the right way, who will become Superfans. Followers may "like" an Instagram post. Customers may buy a product. But "Superfans" will be your biggest supporters. They will promote you and your products because they know you have made a difference in their lives. They will tell their friends. They will send you encouraging emails. Whether you're a shy YouTuber just starting out, or the leader of a Fortune 500 company, your superfans are out there waiting for you to connect with them. You don't need to change the entire world to build a successful business; you just need to change someone's world. People don't become superfans the moment they find you. They become superfans because of the magical moments you create for them over time.

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Book SynopsisThis practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting. Table of ContentsComplaint Management in a Customer-Oriented Firm.- Complaints.- The Behavior of Dissatisfied Customers.- Principles of Complaint Management.- Strategic Planning of Complaint Management.- Complaint Stimulation.- Complaint Acceptance.- Complaint Processing.- Complaint Reaction.- Complaint Evaluation.- Complaint-Management Controlling.- Complaint Reporting.- Utilization of Complaint Information.- Human Resource Aspects of Complaint Management.- Organizational Aspects of Complaint Management.- Technological Aspects of Complaint Management.- Social Media Complaints.- Implementing Active Complaint Management.- Quick Test Complaint Management.

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Book SynopsisCelebrity Service: discover an inspiring way to serve like never before. Your customers will love you. Your competition will not. Inside this book you will find the answers to set you, your team and your business apart in your industry. From the cabin crew member who gives away prizes, to the restaurant in downtown Philadelphia with knockout entertainments, you'll see how service will always lead to the sale. You'll find out why 5-star service should be outlawed and why one Paralympian continues to inspire the next generation. You'll discover what to do when you can't deliver on your promise and how to offer superb service - even when you're closed! Geoff will reveal the philosophy, the stories and the award-winning results which have led companies across six continents to out-perform their competitors.

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Book SynopsisThe founder of Salesforce. com tells how he created a billion-pound business and, in the process, an entire industry In less than a decade, salesforce. com has grown from a simple idea to the market leader of a new $52 billion industry that it created. Through candid, compelling first person stories, Benioff shows how salesforce.Table of ContentsForeword (Michael Dell, Chairman and CEO of Dell). Introduction. Part 1 The Start-Up Playbook: How to Turn a Simple Idea into a High Growth Company. Play #1: Allow Yourself Time to Recharge. Play #2: Have a Big Dream. Play #3: Believe in Yourself. Play #4: Trust a Select Few with Your Idea and Listen to Their Advice. Play #5: Pursue Top Talent as If Your Success Depended on It. Play #6: Sell Your Idea to Skeptics and Respond Calmly to Critics. Play #7: Define Your Values and Culture Up Front. Play #8: Work Only on What Is Important. Play #9: Listen to Your Prospective Customers. Play #10: Defy Convention. Play #11: Have—and Listen to—a Trusted Mentor. Play #12: Hire the Best Players You Know. Play #13: Be Willing to Take a Risk—No Hedging. Play #14: Think Bigger. Part 2 The Marketing Playbook: How to Cut Through the Noise and Pitch the Bigger Picture. Play #15: Position Yourself. Play #16: Party with a Purpose. Play #17: Create a Persona. Play #18: Differentiate, Differentiate, Differentiate. Play #19: Make Every Employee a Key Player on the Marketing Team, and Ensure Everyone Is On-Message. Play #20: Always, Always Go After Goliath. Play #21: Tactics Dictate Strategy. Play #22: Engage the Market Leader. Play #23: Reporters Are Writers; Tell Them a Story. Play #24: Cultivate Relationships with Select Journalists. Play #25 Make Your Own Metaphors. Play #26: No Sacred Cows. Part 3 The Events Playbook: How to Use Events to Build Buzz and Drive Business. Play #27: Feed the Word-of-Mouth Phenomenon. Play #28: Build Street Teams and Leverage Testimony. Play #29: Sell to the End User. Play #30: The Event Is the Message. Play #31: Reduce Costs and Increase Impact. Play #32: Always Stay in the Forefront. Play #33: The Truth About Competition (It Is Good for Everyone). Play #34: Be Prepared for Every Scenario . . . and Have Fun. Play #35: Seize Unlikely Opportunities to Stay Relevant. Play #36: Stay Scrappy . . . but Not Too Scrappy. Part 4 The Sales Playbook: How to Energize Your Customers into a Million-Member Sales Team. Play #37: Give It Away. Play #38: Win First Customers by Treating Them Like Partners. Play #39: Let Your Web Site Be a Sales Rep. Play #40: Make Every Customer a Member of Your Sales Team. Play #41: Telesales Works (Even Though Everyone Thinks It Doesn't). Play #42: Don't Dis Your First Product with a Discount. Play #43: Sales Is a Numbers Game. Play #44: Segment the Markets. Play #45: Leverage Times of Change. Play #46: Your Seeds Are Sown, so Grow, Grow, Grow. Play #47: Land and Expand. Play #48: Abandon Strategies That No Longer Serve You. Play #49: Old Customers Need Love. Play #50: Add It On and Add It Up. Play #51: Success Is the Number-One Selling Feature. Part 5 The Technology Playbook: How to Develop Products Users Love. Play #52: Have the Courage to Pursue Your Innovation—Before It Is Obvious to the Market. Play #53: Invest in the Long Term with a Prototype That Sets a Strong Foundation. Play #54: Follow the Lead of Companies That Are Loved by Their Customers. Play #55: Don't Do It All Yourself; Reuse, Don't Rebuild. Play #56: Embrace Transparency in Everything You Do or Be Transparent and Build Trust. Play #57: Let Your Customers Drive Innovation. Play #58: Make It Easy for Customers to Adopt. Play #59: Transcend Technical Paradigms. Play #60: Provide a Marketplace for Solutions. Play #61: Harness Customers' Ideas. Play #62: Develop Communities of Collaboration (aka Love Everybody). Play #63: Evolve by Intelligent Reaction Part 6 The Corporate Philanthropy Playbook: How to Make Your Company About More Than Just the Bottom Line. Play #64: The Business of Business Is More Than Business. Play #65: Integrate Philanthropy from the Beginning. Play #66: Make a Foundation Part of Your Business Model Play #67: Choose a Cause That Makes Sense and Get Experts on Board. Play #68: Share the Model. Play #69: Build a Great Program by Listening to the Constituents. Play #70: Create a Self-Sustaining Model. Play #71: Share Your Most Valuable Resources—Your Product and Your People. Play #72: Involve Your Partners, Your Vendors, Your Network. Play #73: Let Employees Inspire the Foundation. Play #74: Have Your Foundation Mimic Your Business. Part 7 The Global Playbook: How to Launch Your Product and Introduce Your Model to New Markets. Play #75: Build Global Capabilities into Your Product. Play #76: Inject Local Leaders with Your Corporate DNA. Play #77: Choose Your Headquarters and Territories Wisely. Play #78: Box Above Your Weight. Play #79: Scale Without Overspending. Play #80: Understand Sequential Growth. Play #81: Uphold a One-Company Attitude Across Borders. Play #82: Follow Strategy, Not Opportunity. Play #83: Going Far? Take a Partner. Going Fast? Go Alone. Play #84: Fine-Tune Your International Strategy. Play #85: Send Missionaries to Build New Markets Play #86: Handle Global Disputes with Diplomacy (aka Light and Love). Play #87: Edit an Overarching Outlook. Play #88: Bring Old Tricks to New Regions. Play #89: Don’t Use a “Seagull Approach”; the Secret to Global Success Is Commitment. Part 8 The Finance Playbook: How to Raise Capital, Create a Return, and Never Sell Your Soul. Play #90: Don't Underestimate Your Financial Needs. Play #91: Consider Fundraising Strategies Other Than Venture Capital. Play #92: Use Internet Models to Reduce Start-Up Costs. Play #93: Set Yourself Up Properly from the Beginning, Then Allow Your Financial Model to Evolve. Play #94: Measure a Fast-Growing Company on Revenue, Not Profitability. Play #95: Build a First-Class Financial Team. Play #96: Be Innovative and Edgy in Everything You Do—Except When It Comes to Your Finances. Play #97: When It Comes to Compliance, Always Play by the Rules. Play #98: Focus on the Future. Play #99: Allow for Change as Your Company Grows. Part 9 The Leadership Playbook: How to Create Alignment—the Key to Organizational Success. Play #100: Use V2MOM to Focus Your Goals and Align Your Organization. Play #101: Use a Top-Down and Bottom-Up Approach. Play #102: Build a Recruiting Culture. Play #103: Recruiting Is Sales. Play #104: Keep Your Standards High as You Grow. Play #105: How to Retain Top Talent. Play #106: The Importance of Mahalo. Play #107: Build Loyalty by Doing the Right Thing. Play #108: Challenge Your Best People with New Opportunities. Play #109: Solicit Employee Feedback—and Act on It. Play #110: Leverage Everything The Final Play. Play #111: Make Everyone Successful. Notes. About the Author. Index.

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Book SynopsisTable of Contents1. What is Customer Service? 2. The Challenges of Customer Service 3. Problem Solving 4. Strategy for Formulating a Plan for Success 5. Empowerment 6. Communications in Customer Service 7. Coping with Challenging Customers 8. Motivation 9. Leadership in Customer Service 10. Customer Retention and Measurement of Satisfaction 11. Technology and Customer Service 12. Excellence in Customer Service

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Book SynopsisThe Journey Mapping Playbook: A practical guide to preparing, facilitating andunlocking the value of customer journey mapping A valuable guide in helping you build stronger customer experience programmes by developing effective customer experience strategies. Customer journey mapping is a vital tool used by Customer Experience professionals around the world. The journey map is crucial in understanding and managing the customer's perception of your service or brand at critical touchpoints and prioritising how to improve that experience. Journey mapping also shows where great experiences currently exist within the company and how they should be celebrated or protected. The danger in not journey mapping or getting it wrong is having no meaningful purpose and no consensus around what actions to take or why. At best, you risk wasting time, and effort or, at worst, handing your advantage over to your competitor. What should a customer journey map envisage? How should you use it? And how do you plan, facilitate then demonstrate the value of journey mapping by providing a compelling argument within the organisation to make changes? The Journey Mapping Playbook is an accessible how-to-do-it toolkit aimed at customer experience (CX) and marketing professionals who wish to improve their customer and employee experience.Jerry Angrave, a Customer and Passenger Experience Director who works across many sectors, including aviation and travel, financial services, professional services, and manufacturing, provides insight and practical guidance on planning, facilitating, and delivering a strategic journey mapping workshop. In this playbook, you will learn how to:Define journey mapping;Understand why a journey map is commercially important;Prioritise which journeys to focus on and how;Decide whom to invite and which tools to prepare;Plan for an effective session;Make every stage of the journey relevant and purposeful;What to do at the output of the workshop to ensure you get the most out of them;Build an ongoing programme;Nurture better and more profitable customer experiences. This book is for you if: You are a customer experience or marketing professional;You are in the early stages of building a rewarding career in customer experience; The Journey Mapping Playbook is a practical guide, presented in striking colour, with downloadable worksheets and frameworks to help you prepare, plan and run your workshop. Events around the book Link to a De Gruyter Online Event in which the author Jerry Angrave and founder & CEO of Empathyce, together with Ian Golding, Global Customer Experience Specialist; Sarah Corney, Head of Digital Experience, CIPD, London; and Nathalie Wickens, Customer Experience Manager, Cardiff Airport, discuss how business professionals can develop confidence with Customer Journey Mapping by making business decisions which are aligned with the experiences of the people they serve:https://youtu.be/s64kDe1dm2Y

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Book SynopsisLike the international bestseller Who Moved My Cheese?, Hug Your Customers is powerful through its simplicity. Jack Mitchell is CEO of Mitchells - a clothes store and one of the most successful small businesses in America. This family-run business has built extremely healthy profit margins in a tough retail market through a most refreshing approach to sales - hug your customers! In other words: if there is one key to a successful business then it is happy customers and companies who go the extra mile enjoy the extra profits. From small independent businesses to established conglomerates, Hug Your Customers is an invaluable and fun tool for ensuring repeat business and outstanding results.

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Book SynopsisJo Owen has an outstanding track record of leading and creating businesses in the UK and Japan. Most recently he is the founder and Director of Strategy for Teach First - a not for profit initiative that takes the top graduates from UK universities and places them in inner city primary schools for two years before going on to a corporate career. He writes the leadership column for the Institute of Directors and as Director of Strategy for Teach First is shaping their Learning to Lead programme for top UK graduates. Jo is the author of the bestselling How To Manage and How to Lead.Table of ContentsAbout the author Introduction PART ONE: THE PRINCIPLES OF SELLING 1. Preparing to succeed 2. Persuasive conversations 3. The principles and mindset of success 4. The sins of selling: how to fail PART TWO: THE PRACTICE OF SELLING 5. Key account management 6. Relationship management 7. Bids and tenders 8. Dealing with the tough stuff Conclusion: the sales journey Index

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Book SynopsisDebra Stevens is a trainer, coach, mentor key note speaker and founder of Sold Out Trainers (www.soldout-trainers.com). She has 25 years of experience in delivering high impact experiential training solutions to many top companies throughout the UK, Europe,Asia and the USA, including Debenhams, Stena Ferries and Royal Caribbean Cruises. Debra brings her extensive knowledge of customer service training to give readers a practical common sense approach to improving their results.Table of ContentsAbout the author Acknowledgements Introduction 1. Customers have changed 2. The cornerstones of brilliant service 3. Make 'virtual' service brilliant customer service 4. Use the 'emotional scale' to create loyalty and trust 5. Read between the lines – silence is never golden! 6. How to handle any complaint 7. How to say no and still keep the customer 8. How to offer more 9. Seven ways to wow your customers Conclusion Index

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Book SynopsisAn incisive and accessible blueprint to pricing your company's products and services In The Pricing Model Revolution: How Pricing Will Change the Way We Sell and Buy On and Offline, world renowned pricing expert Danilo Zatta delivers an essential and engaging blueprint to building an enduring competitive advantage with insightful pricing models. In the book, you'll learn to identify the best monetization approaches for your products and how to execute the one that makes the most sense for your business. From freemium to subscription, pay-per-use, and even neuropricing, the author discusses every available option and shows you how to choose. Although it's rigorous and evidence backed, The Pricing Model Revolution avoids an overly academic perspective in favour of providing you with concrete, practical guidance you can apply immediately to start generating more revenue. You'll learn things like: How to make smart and innovative pricing a core component of your next product offeringHow to distinguish between every new, future-oriented monetization approachWhich factors to consider when you're choosing on a new pricing model for your most popular products An essential read for C-level executives, managers, entrepreneurs, and sales team leaders, The Pricing Model Revolution belongs on the bookshelves of every business leader seeking to learn more about one of the foundational topics driving top-line revenue and bottom-line profitability today.Table of Contents Preface xi Acknowledgments xiii Part I The Pricing Model Revolution 1 Chapter 1 Monetization as a priority 3 Part II New Approaches to Monetization 15 Chapter 2 Pay-per-use/per-wash/per-mile/… 17 Chapter 3 Subscription pricing 39 Chapter 4 Outcome-based pricing 57 Chapter 5 Psychological pricing 77 Chapter 6 Dynamic pricing 97 Chapter 7 Artificial-intelligence based pricing 119 Chapter 8 Freemium 133 Chapter 9 Sympathetic pricing 149 Chapter 10 Participative pricing 163 Chapter 11 Neuropricing 181 Part III How to Win 197 Chapter 12 Success with new pricing models 199 Notes 211 About the Author 225 Index 227

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Book SynopsisMake community building your ultimate business growth strategy In Customer Communities: Engage and Retain Customers to Build the Future of Your Business, Nick Mehta and Robin Van Lieshout deliver an actionable playbook on how to cultivate meaningful communities that fuel quantifiable business growth. In the book, you'll learn how to capitalize on this new growth strategy to scale your company and develop excitement around your products and your firm. The authors outline the 10 foundational Laws of Community, explaining why community development does not need to be expensive and how to integrate community in the heart of your customer journey. You'll also find: Strategies for creating a cross functional customer engagement team Techniques for building community in places that aren't the web or on social media Ways to bring your organization's culture and values into your community with a human-first alignment An essentTable of ContentsForeword ix Preface: Two CEOs Growing Up Lonely xi Acknowledgments xv Part I Community Is the Future of Your Business 1 Chapter 1 An Introduction to the World of Communities 3 Creating a Sense of Belonging Chapter 2 Communities as a Business Growth Strategy 9 The Only Sustainable Long-Term Differentiator Companies Have Chapter 3 How the Next Generation of Communities Drives Success 29 The New Company-Wide Strategy to Drive Net Revenue Retention Chapter 4 A Community for Customer Success, Support, Marketing, and Product Teams 41 How Every Department Can Benefit from a Next-Generation Community Part II The 10 Laws of Community Building 55 Chapter 5 Law 1: You Can Start Anytime 57 It Doesn’t Have to Be Expensive and Everyone in Your Organization Can Help Chapter 6 Law 2: You Have to Own the Platform 65 Engage Your Customers Beyond Borrowed Ground Chapter 7 Law 3: Community Should Be the Heart of the Customer Journey 75 Activate and Engage Your Customers at Scale Chapter 8 Law 4: Create Content That Educates and Inspires 95 Be the Best Thought Leader You Can Be Chapter 9 Law 5: Build on Your Advocates 109 Your Most Loyal Customers Are the Gateway to Success Chapter 10 Law 6: Everybody Owns the Customer 121 Community Is a Company-Wide Strategy, Not a Department Chapter 11 Law 7: Offline Counts More Than You Think 139 An Online Community Is Strengthened with Offline Events Chapter 12 Law 8: Tie It All Together in One Customer Hub 153 Prevent a Disjointed Customer Experience by Integrating Engagement and Content Chapter 13 Law 9: Community Should Drive Real Business Outcomes 171 Don’t Get Fooled by Vanity Metrics—Demand Real Business Metrics Chapter 14 Law 10: Bring Your Culture and Values to Your Community 183 Build with a Human-First Mindset Part III How to Get Started 195 Chapter 15 Building Blocks to Successfully Starting a Community 197 Putting Together a Strong Strategy in Five Steps Chapter 16 Common Objections and How to Overcome Them 209 Answers to Nine Common Objections Epilogue 217 References 219 Index 225

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Book SynopsisTable of ContentsForeword—The Power of Value Selling: The Gold Standard to Drive Revenue and Create Customers for Life xv Introduction: The More Things Change, the More They Stay the Same xix I Why ValueSelling, Why Now 1 1 Specialized Sellers, Exploding Sales Tech, Sophisticated Buyers (What’s Changed) 3 2 How You Sell Is Just as Important as What You Sell 13 3 Modern Selling Is ValueSelling (Why Value Is Still Important) 21 II Put the Pro Back in Sales Professional 31 4 People Buy from People: Building Credibility, Trust, and Rapport 33 5 Think Like an Executive 51 6 Mastering Sales Conversations: Asking the Right Questions, at the Right Time 63 III Create Sales Opportunities You Can Win 81 7 Earn Time on Their Calendar 83 8 Uncover Business Problems Worth Solving 109 9 Eliminating No-decision Opportunities and Improving Forecast Accuracy 125 IV Enable the Buying Process 139 10 Reverse Engineering the Buying Process 141 11 Speak Value to Power 153 12 Handling Objections and Negotiating on Value, Not Price 169 V Cement Customer Relationships 185 13 Land and Expand: Strategies for Account Penetration 187 14 Creating Brand Advocates and Customers for Life 197 Notes 211 Acknowledgments 217 About the Author 221 Index 223

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Book SynopsisChristina Garnett is a respected fractional Chief Customer Officer and advisor, renowned for her expertise in advancing customer satisfaction and deepening brand loyalty across diverse industries, from Fortune 500 companies to startups. Based in Salem, Virginia, she is a contributor for Adweek and a sought-after speaker at major conferences such as INBOUND, Digital Summit, SemRush's Global Marketing Day amongst others. She also runs educational courses for both HubSpot Academic and SemRush.

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Book SynopsisWith emerging technology transforming customer expectations, it''s important to keep a laser focus on the experience companies provide their customers. Tomorrow''s customers need to be targeted today!Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective.The Customer of the Future explains how today''s customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don''t adapt to these new expectations won''t last. This book prepares your organization for these increas­ing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company fro

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Book SynopsisWhen every member of staff embraces why guests visit and considers the alternative options they had, you unlock a powerful mindset: The Hospitality Mentality.Guest experience expert Josh Liebman’s The Hospitality Mentality is a framework that leverages a company’s greatest asset—its people—and enables all staff members, especially those on the front line, with tools to enhance the guest experience in powerful ways, creating a strong desire to return and share their experience with others.Business leaders will gain inspiration to take their service standard to the next level, knowing that this is an area that cannot plateau. Readers will be motivated to go above and beyond guests’ expectations through creating hyper-personalized experiences, amplifying enthusiasm, anticipating needs, and crafting superior “wow” moments that solidify memories that take satisfaction to the next level. By maximizing the benefit of guest feedback and directly addressing complaints, service providers can strengthen their relationship with their guests, ultimately leading to business/brand loyalty.The impact of The Hospitality Mentality is more than a warm, fuzzy feeling—it will drive a business forward.

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Book SynopsisThis book discusses the attributes of inclusive business by engaging people (customers and stakeholders) in creating social and customer values and enhancing business growth among customer-centric companies. Corporate policy and implications of the inclusiveness in businesses on social development constitute the core discussion in this book. Inclusivity concepts and arguments are endorsed by case studies across the developing economies. Philosophy and practices of inclusive business through theoretical foundations, design arguments, and managerial analysis has been discussed across five chapters.Discussion on the success of inclusive businesses in the context of innovation, technology, and new product development which motivated people-led companies to adapt to agile business modeling and drive co-creation and coevolution initiatives are central to this book.

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Book Synopsis*SHORT-LISTED FOR THE BUSINESS BOOK AWARDS 2020!* Are you a Customer Success Executive or making your way up the Customer Success ladder? Do you want to transform churn into maximum recurring revenue and growth? Are you looking for a clear route to an established framework? Are you determined to be proactive, rather than constantly firefighting, with your customers? Is your company invested in or implementing a customer-focused philosophy? If you answered yes to any of these questions, this book is for you! Customer Success is an emerging discipline for professionals pioneering revenue growth through customer relationships, outcomes, trust, loyalty, retention and referrals.The Customer Success Pioneer is a practical handbook for creating a best-in-practice Customer Success function from the ground up. It will help you ensure that your existing portfolio of customers become successful partners - delighted, committed and renewing - by putting in place processes that will work across your portfolio and into the future. This book will help you find the essential frameworks to maximise customer retention, recurring revenue and growth, build a productive and balanced team and excel as a Customer Success professional.Trade ReviewThe book provides a thorough overview on what is customer success. Most of the book expands on the author’s experience in building a customer success organization from the ground up. It’s rich with examples, including questions you should ask yourself, how to measure your success, how to scale your team etc. Definitely worth a good read. * Amazon.com *Table of ContentsList of figures xiiiAcknowledgements xvForeword xviiPart I Welcome to your journey 1Customer Success is…? 3How to use this book 19Part II Design. Implement. Measure. Evolve (DIME) 291.0 DIME cycle stage: Design 311.1 Research 321.2 Success is made of strong foundations and firm beliefs 451.3 Planning for Implementation 752.0 DIME cycle stage: Implement 1292.1 Commit and communicate 1302.2 Portfolio management 1452.3 Roles and resources 1573.0 DIME cycle stage: Measure 1653.1 Analysis and review 1663.2 Customer Health 1733.3 Demonstrating Value 1884.0 DIME cycle stage: Evolve 2054.1 Iterate 2064.2 Scale Customer Success 2194.3 Team development 233Key imperatives for your journey 249Glossary 253Resources 263About the author 267

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Book SynopsisAdvances in Hospitality and Leisure (AHL), a peer-reviewed research journal, has been published annually since 2004. AHL is indexed in Scopus and included in the Australian Business Deans Council (ABDC) journal quality list. Its editors, editorial board members, ad-hoc reviewers entail scholars from North America, Europe and Asia-Pacific. AHL with international in focus attempts to divulge the innovative methods of inquiry so as to inspire new research topics that are vital and have been in large neglected in the context of hospitality, tourism, and leisure. It strives to address the needs of the populace willing to disseminate seminal ideas, concepts, and theories derived from scholarly inquiries. AHL covers full papers and research notes in the matter of conceptual models and empirical investigations using inductive and deductive methods. The authors of this publication come from and Africa, America, Asia/Pacific, Europe, and Middle East. Potential readers may retrieve useful articles to outline new research agendas, suggest viable topics for a dissertation work, and augment the knowledge of the new subjects of learning.Table of ContentsFull Paper Chapter 1. Luxury Hospitality and Sustainability: An Oxymoron or Viable Pursuit?; Clare Hindley, Johanna Van Stiphout, and Willy Legrand Chapter 2. Mapping Well-Being for Elders: The Antecedents and Consequences of Perceived Freedom in Leisure; You-De Dai, Giun-Ting Yeh, Tsungpo Tsai, Yi-Chun Chen, and Yuan-Chiu Chen Chapter 3. Virtual Reality Tour Segmentation via User Experiences; Ruiping Ren Chapter 4. Key Lessons in Developing Successful Drive Tourism in a Peripheral Destination; Michelle Thompson and Bruce Prideaux Chapter 5. A Study on the Influence of Cultural Heritage Tourism Perception on the National Tourism Image And Cultural Identify of Overseas Chinese Youth; Han Zhang, Jingqi Wang, and Han Shen Chapter 6. Ipa-Kano Approach to Evaluating Service Quality: A Case of Taijiang National Park, Taiwan; Wan-Yu Liu, Jie Wang, and Joseph S. Chen Chapter 7. Effects of Food Experience, Emotion, and Place Attachment On Heritage Tourists’ Revisit Intention; An-Na Li, You-De Dai, Tsungpo Tsai, Giun-Ting Yeh, and Yuan-Chiu Chen Research Note Chapter 8. From Struggle to Survive: A Market Overview for the Cruise Industry; Tianyo Pan and Rachel J.C. Fu

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Book SynopsisThis book explains how startups and brands in general can achieve a high level of customer experience (CX) in today's dynamic and competitive times. A well-structured and easy to apply customer experience framework defines customer experience as the start and end point of all business activities. The framework steps and tools (such as NPS, Empathy Map, Customer Journey, Golden Circle, Design Thinking, A/B-Testing) are designed to have a maximum impact on successful company building and the customer experience, which is key to generate first and repeat buyers that become fans of the company. The tools originate from different disciplines, such as management, design, digitisation or psychology – as only an interdisciplinary approach enables superior insights for initiating the right customer activities in today's highly competitive times. With this book, it is possible to look at customer experience systematically and derive your own strategy towards success. The following are the main contributions of this book: · Provides a clear step-by-step guide to create a customer experience-centric company · Introduces most impactful tools that managers can use to successfully complete every step of our framework · Guides managers through the process of creating a start-up, which is less about magically coming up with innovative business ideas, but rather about applying proven principles in a new contextTable of Contents1. Introduction.- 2. Concept, Relevance and Management of CX.- 3. Starting a Start-Up.- 4. Understanding The Outside World: Customers & The Surrounding Environment.- 5. Outside-In: Defining the CX-Centric Business DNA—The Why, How, and What of a Start-Up.- 6. Inside-Out: Testing, Implementation and Communication of Customer Experience-Centric Experience Elements.- 7. Future Considerations.

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Book SynopsisStephanie Marsh (she/they) is a leading UX research professional and currently UX Research Operations Lead at Springer Nature. They are the former Head of User Research and Analysis for the UK Government Digital Service and former Head of Digital Strategy for the UK Ministry of Defence. She was also previously a consultant at Bunnyfoot, a leading UX consultancy in the UK. They have contributed chapters to a range of peer-reviewed texts in related fields and has delivered talks on UX Research, Research Operations and UX strategies at a range of conferences and industry events. She is based in London.Trade Review"This book offers a comprehensive overview of how to be a great user researcher and explains exactly how to plan, run and debrief impactful user research. This new edition is right up to date with modern research needs for ethical data handling, and operationalising research. An essential handbook for new and experienced researchers to keep by their side!" * Steve Bromley, Principal User Researcher at Reach PLC and author of Building User Research Teams and How To Be A Games User Researcher *"For those embarking on a career in user research, research operations, or for those with experience in the fields, User Research is a must-have guide. Fantastically practical with all those questions you didn't even know you had already covered." * Brigette Metzler, ResearchOps Lead, Department of Agriculture, Water, and the Environment (Australia) and co-chair of the ResearchOps Community *"A true guide as it covers the full lifecycle of user and qualitative research, from design and collection through to dissemination. Following the advice in each chapter will ensure you deliver robust research and insights. The addition of the research operations section and the prominence given to the legal and ethical considerations only further enhances the credibility and utility of this book." * Laura Wilson, Data Quality Hub Lead, UK Office for National Statistics and author of Respondent Centred Surveys *"This is an essential handbook for anyone learning how to conduct user research. It's also an invaluable reference book for experienced researchers. I shall add it to my library! What stands out in this book is the excellent blending of the basic building blocks with best practice for conducting quality user research." * Karmen Guevara, Human-Computer Interaction Pioneer *"We finally have a practical and pragmatic overview of user research methods together in one book. I expect to see well-thumbed and bookmarked copies of this book on the desks of everyone who believes in the value of designing for their users." * Amy Stoks, Principal Consultant, Affinity UX Ltd *"Stephanie Marsh artfully and comprehensively describes modern user research methods...and importantly, exactly when to use which one!" * Colin MacAthur, Adjunct Professor, University Bocconi *"The comprehensive guide that follows delivers this promise, empowering its reader with clear explanations and practical instructions based on Stephanie's extensive experience. If you've ever felt intimidated by the complexity and breadth of the subject of user research, this book is for you." * Amy Hupe, Design Systems and Content Design Expert *"Stephanie Marsh does a hard thing well- she covers the whole gamut of a user researcher's process while placing a strong emphasis on the core fundamentals. Whether you're an experienced researcher or you're new to the field, you'll want to keep this book close to hand." * Mithula Naik, Head of Client Experience, Canadian Digital Service *Table of Contents Chapter - 01: Introduction - Why is user research so important?; Section - ONE: The fundamentals - What good research looks like; Chapter - 02: Planning, objectives and legalities in user research; Chapter - 03: Best practice in user research - Who, what, why and how; Chapter - 04: Managing user research logistics - Agencies, facilities and contracts; Section - TWO: Selecting and using user research methods; Chapter - 05: Usability testing - Observing people doing things; Chapter - 06: Content testing - What do people think your content means?; Chapter - 07: Card sorting - Understanding how people group and relate things; Chapter - 08: Surveys - How to gauge a widespread user response; Chapter - 09: User interviews - Understanding people's experience through talking to them; Chapter - 10: Diary studies - How to capture user research data over time; Chapter - 11: Information architecture validation - Does the structure of your information work for your users?; Chapter - 12: Ethnography - Observing how people behave in the real world; Chapter - 13: Contextual inquiry - Interviewing people in their own environment; Chapter - 14: A/B Testing - A technique to compare different options; Chapter - 15: Getting the best out of stakeholder workshops; Chapter - 16: Guerrilla research - Running fast-paced research in the real world; Chapter - 17: How to combine user research methodologies; Section - THREE: Analyzing and presenting your data; Chapter - 18: Content analysis - A method of coding and making sense of your qualitative data; Chapter - 19: Affinity diagramming - Understand your data through identifying its themes; Chapter - 20: Prioritizing issues and user needs - What’s important and what to work on next; Chapter - 21: Making recommendations - How to make your research findings actionable; Chapter - 22: Creating executive summaries and detailed reports to present results; Chapter - 23: Using video playback to present your research results; Chapter - 24: Using personas to communicate user characteristics and behaviours; Chapter - 25: Using mental models to visualize how users think and identify opportunities; Chapter - 26: Using journey and experience maps to visualize user research data; Chapter - 27: Using scenarios and storyboards to represent the user journey; Chapter - 28: Using infographics to translate numerical and statistical data; Chapter - 29: How to recommend changes to visual, interaction and information design; Chapter - 30: Conclusion

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Book SynopsisThis handbook documents sixty methods used in design innovation projects leading to the design of new products or services. It is the first publication to bring together methods, tools and case studies that involve multiple design disciplines and perspectives – from product and service design to interaction and user experience design. Design. Think. Make. Break. Repeat. addresses the needs of anyone interested in deploying design thinking academically or operationally inside their organisation. With design thinking becoming an increasingly valued skillset across a wide range of industries, there is an increasing demand for design-based skills in the workplace. More and more organisations are looking at design to improve their businesses and the services and products they offer. The book offers an easily accessible overview of the design thinking process along with a wide range of methods that can be applied across many different areas and contexts. Design. Think. Make. Break. Repeat. is designed as a learning resource to scaffold the reader’s understanding of design as a method for innovation. Each method is presented through an evidence-based description along with simple exercises that allow for a hands-on, interactive learning experience, including templates, tools and case studies. It is a must-have for everyone interested in adopting design thinking.

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Book SynopsisHow do you develop products that people will actually use and buy? This practical guide shows you how to validate product and company ideas through customer development researchbefore you waste months and millions on a product or service that no one needs or wants.

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Book SynopsisSix Sigma changed the face of manufacturing quality. Now, Human Sigma is poised to do the same for sales and services. Human Sigma offers an innovative research-based approach to one of the toughest challenges facing sales and services companies today: how to effectively manage the employee-customer encounter to drive business success. What would your company look like if you could increase the revenue and profitability potential of every customer by more than 20 percent? What if you could double the productivity of every employee? And what if these two phenomena together could drive overall organisational performance exponentially? What would your company look like? And how would you go about creating this kind of change? One thing is certain: Business leaders are never going to inspire higher levels of employee productivity and build more passionate customer relationships by doing the same things they have tried for the past 25 years. Business leaders need something fresh. Something new. The last thing they need is more of the same old conventional wisdom about “satisfying” their employees and their customers. Based on solid research by The Gallup Organisation, Human Sigma will appeal to senior leaders and line managers alike who are looking for a way to dramatically increase productivity, retain a base of high value customers, and improve overall business performance. Human Sigma is: Rigorous: Based on research involving hundreds of companies, and over 10 million employees and 10 million customers around the world. Innovative: Cutting-edge management science supported by data, including brain imaging research into customer’s emotional connections to the companies they love. Practical: The principles in the book were developed from observations of real-life successes, not some fictional freaks-of-nature that exist only in a laboratory. As such, the lessons contained in the book have been tested in the real world, and can be applied in many situations. Interactive: The book contains a code that can be used to estimate the potential value of Human Sigma to readers’ organisations.

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Book SynopsisBusiness 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 you could break your existing trade-offs between superior customer experience and low cost?This is the promise of a connected strategy. New forms of connectivity--involving frequent, low-friction, customized interactions--mean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency.In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in industries such as healthcare, financial services, mobility, retail, entertainment, nonprofit, and education, Connected Strategy identifies the four pathways--respond-to-desire, curated offering, coach behavior, and automatic execution--for turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies.Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you: Reshape your connections with your customers Find new ways to connect with existing suppliers while also activating new sources of capacity Create the right revenue model Make the best technology choices to support your strategy Integrating rich examples, how-to advice, and practical tools in the form of "workshop chapters" throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.Trade Review"…enlightening and easy to read… The book is a worthwhile read for those looking to build new business models based on digital strategies. It is a useful resource for C-suite executives, strategic planners, consumer researchers, and others responsible for operations, marketing, consumer research, finance, and technology functions." — RTM (Research Technology Management)Advance Praise for Connected Strategy:Adam Grant, author, New York Times bestsellers Originals and Give and Take--"In a connected world, companies live and die on their ability to create great customer experiences. In this book, two leading experts on strategy and innovation team up to explore how to create those experiences in a rapidly changing world. Their lively, practical book offers rich cases, evidence, and frameworks for gaining and maintaining a competitive advantage."Reid Hoffman, cofounder, LinkedIn; Partner, Greylock Partners; and coauthor, Blitzscaling--"This insightful book blends academic rigor with practical, step-by-step tools that can help you design innovative business models for the Networked Age. Connected Strategy shows how to leverage continuous connectivity and emerging AI to make deep relationships that benefit customers and businesses alike. Read this book if you want to build a business model of the future."William P. Lauder, Executive Chairman, The Estee Lauder Companies--"A timely and practical guide and a great resource for how to create deeper relationships with consumers. In today's increasingly competitive environment, connected strategies that seamlessly link consumers, companies, and suppliers will be the future in many industries."William McNabb, former Chief Executive, The Vanguard Group--"In their brilliant new book, Nicolaj Siggelkow and Christian Terwiesch upend traditional thinking about how to build enduring customer relationships that create competitive advantage. What makes this book special--and a must-read--is the combination of a novel way of thinking about customer relationships with specific, practical advice on how to implement these ideas. I just ordered a stack of copies for my colleagues!"Michael E. Porter, Bishop William Lawrence University Professor, Harvard Business School--"Siggelkow and Terwiesch's important book addresses the major transformation in how companies interact with customers in the Digital Age--a transformation that is reshaping almost every dimension on which companies compete. These changes have led to customer information sharing, collaborative marketing, the development of new kinds of products and services together with new support models, and new business models based on product usage instead of conventional purchasing. The book provides a rich, accessible, and actionable road map for understanding these important changes and their implications, which every company and its leadership team needs to understand and address."

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Book SynopsisBusiness to business (B2B) transactions account for 60-70% of all transactions globally. Considering this, many supplier firms aspire to create high levels of customer engagement, and this involves identifying various ways to improve customer experience. In fact, companies such as Google, Amazon, Microsoft, and others now employ professionals in customer engagement roles and dedicate entire corporate divisions to ensure seamless customer engagement. Creating high customer engagement is challenging without a cohesive, strategic approach – particularly in B2B markets. This textbook introduces students to customer engagement strategy in B2B markets, the foundation of which is customer engagement capability. Companies must develop and implement four sub-capabilities – customer journey management, customer relationship management, customer communications and data analytics and insight to succeed. With a myriad of case studies, discussion questions and prompts for further reading, the textbook translates theory into practice and serves as a useful foundation for executive courses as well as fundamental reading for masters-level specialist courses in customer engagement, marketing, sales, and strategy. In addition, practitioners in supplier firms will also be able to use to build their customer engagement capability. Table of ContentsPreface. iAcknowledgments. iiiAuthor Profile. ivTable of Contents. vFigures. ixTables. ixChapter 1 What is Customer Engagement?. 111. Introduction. 112. Defining CE. 112.1. A Definition. 123. Key Attributes of CE. 133.1. CE centres on a brand. 133.2. CE is a psychological state. 143.3. CE is an emotional state. 163.4. CE is observable in customer behaviour. 173.5. A summary of CE key attributes. 194. Why CE matters. 204.1. The customer’s perspective. 214.2. The supplier’s perspective. 224.3. The impact on society. 255. Getting CE ‘right’ for suppliers. 266. Towards CE strategy. 276.1. CE strategy involves a long-term orientation. 286.2. CE strategy involves the development of capabilities. 296.3. CE strategy focuses on the most desirable customers. 326.4. CE strategy manipulates CE forms. 337. Chapter summary. 34Discussion Questions. 35References. 35Further Reading. 36Chapter 2 CE Context. 371. Introduction. 372. What is CE context?. 372.1. The properties of CE contexts. 392.1.1. Timing. 392.1.2. Place. 402.1.3. The nature of the product/ service. 412.1.4. Familiar versus unfamiliar. 432.1.5. Independent versus social 442.1.6. A summary of CE contexts. 453. The purchase situation. 474. Focusing on business-to-business (B2B) CE contexts. 504.1. Differences between B2B and B2C CE contexts. 504.2. Similarities between B2B and B2C CE contexts. 525. B2B CE contexts and organisational buying. 536. Chapter Summary. 54Discussion Questions. 55References. 55Chapter 3 Customer Experience (CX) and Customer Journey. 571. Introduction. 572. CX. 582.1. The emergence of CX. 582.2. Components of CX. 592.2.1. Customer perceptions and expectations. 602.2.2. Customer behaviour. 622.2.3. Relating customer expectations, perceptions, and behaviours. 633. Customer Journey. 663.1. Customer journey as a linear process. 663.2. Customer journey as a reflexive process. 693.3. Customer journey as both linear and reflexive. 724. B2B CX and customer journey. 745. Chapter Summary. 78Discussion Questions. 79References. 79Chapter 4 The Case for CE Capability. 811. Introduction. 812. Why we need CE capability. 823. Defining CE capabilities. 843.1. CE ordinary capabilities. 883.2. CE dynamic capabilities. 904. Four main CE sub-capabilities. 924.1. Customer journey management 934.2. Customer relationship management (CRM) 944.3. Customer communications. 974.4. Customer analytics and insight 995. A holistic CE capabilities and sub-capabilities framework. 1016. Chapter Summary. 103Discussion Questions. 104References. 104Chapter 5 Customer Journey Management. 1061. Introduction. 1062. Customer journey and brand touchpoints. 1072.1. Direct impact, high involvement 1072.2. Direct impact, low involvement 1082.3. Indirect impact, high involvement 1082.4. Indirect impact, low involvement 109An assessment framework for brand touchpoint impacts and involvement 1093. The inter-relatedness between brand touchpoints. 1133.1. Causality. 1133.2. Probability. 1144. Customer journey management – navigating the key questions. 1154.1. How many customer brand touchpoints is ideal?. 1154.2. What is the composition of each customer brand touchpoint?. 1174.3. How can we influence the customer to interact with brand touchpoints in ways that are most beneficial?. 1215. Embedding customer journey management 1266. Customer journey management as a capability. 1307. Chapter Summary. 131Discussion Questions. 132References. 133Chapter 6 Customer Relationship Management (CRM) 1341. Introduction. 1342. Customer relationships, CRM, and CE. 1343. CRM as multiple customer journeys. 136Plotting interactions between customer relationships and customer journeys. 1384. CRM as a CE sub-capability. 1404.1. The relational functions of CRM.. 1404.1.1. Choosing the right customers. 1404.1.2. Starting, building, keeping, and ending customer relationships. 1424.2. The technical functions of CRM.. 1444.2.1. Marketing automation. 1444.2.2. Sales automation. 1464.2.3. Service automation. 1475. The components of a CRM sub-capability. 1495.1. Customer acquisition. 1505.2. Customer onboarding. 1505.3. Customer relationship maintenance. 1515.3.1. Managing customer enquiries. 1525.3.2. Enhancing customer relationship value. 1535.3.3. Enhancing the customer bond. 1545.4. Customer offboarding. 1556. Chapter Summary. 156Discussion Questions. 156References. 157Chapter 7 Customer Communications. 1581. Introduction. 1582. Defining customer communications. 1592.1. Message. 1592.2. Customer communications channels. 1622.2.1. Asynchronous communications channels. 1632.2.2. Synchronous communications channels. 1642.2.3. Hybrid communications channels. 1652.2.4. Weighing up explicit customer communications channel options 1682.3. Customer communications frequency. 1712.4. Customer communications flows. 1723. Towards a customer communications capability. 1733.1. Ordinary customer communications capabilities. 1743.2. Dynamic customer communications capabilities. 1754. Proactive and reactive customer communications. 1765. Monitoring and evaluating customer communications. 1786. Chapter Summary. 180Discussion Questions. 181References. 182Chapter 8 Analytics and Insight. 1831. Introduction. 1832. Defining customer analytics, customer insight and business intelligence. 1842.1. Customer analytics – what it is, what it is not 1852.2. Customer insight – what it is, what it is not 1852.3. Business intelligence – what it is, what it is not 1863. The components of a customer analytics and insight CE sub-capability 1883.1. Problem definition. 1883.2. Planning. 1903.3. Operations. 1913.3.1. Data collection. 1923.3.2. Analysis. 1973.3.3. Reporting Insights. 2013.3.3.1. Insights and the time-poor manager. 2013.3.3.2. Insights and the ignorant manager. 2023.3.3.3. Insights and corporate crises. 2023.3.3.4. Insights and the proactive manager. 2034. Implementing customer analytics and insight – some considerations 2045. Chapter Summary. 205Discussion Questions. 206Chapter 9 CE Capability Maturity. 2071. Introduction. 2072. CE capability and its maturity. 2082.1. CE sub-capability internal consistency decision areas. 2092.2. CE sub-capability horizontal consistency decision areas. 2103. Gauging CE capability maturity. 2173.1. Scenario 1 – Low internal consistency, low horizontal consistency. 2173.2. Scenario 2 – Low internal consistency, high horizontal consistency 2183.3. Scenario 3 – High internal consistency, low horizontal consistency 2183.4. Scenario 4 – High internal consistency, high horizontal consistency 2193.5. The importance of context 2214. Developing the CE capability. 2214.1. Step 1: Build internal consistency first 2224.2. Step 2: Build horizonal consistency. 2244.3. Dealing with constraints. 2255. CE capability performance assessment 2275.1.1. CE performance tensions. 2275.1.2. CE performance metrics. 2295.1.2.1. Aggregate level CE performance metrics. 2295.1.2.2. Specific level CE performance metrics. 2305.1.2.3. A word on optimising CE performance assessment 2306. Chapter Summary. 231Discussion Questions. 232Chapter 10 Current Issues in CE. 2331. Introduction. 2332. Customer engagement and VUCA. 2333. Emerging issues affecting CE. 2344. CE developments. 2365. The next steps. 2376. Chapter Summary. 239References. 239 Index. 240

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Book SynopsisThis book is a comprehensive practical guide for account managers, sales teams and account leaders operating in the B2B space. It provides knowledge to excel in developing, growing and retaining top accounts in local and global environments. With a nuanced version of ‘account management’ that will potentially be a game changer, the book offers a personnel-and-process based agenda that can create a ‘competitive advantage’ on its own.Table of Contents1. Introduction and Fundamentals2. Tactics and Approaches for Sales Effectiveness3. Strategies for Deep Customer Engagement4. Skillsets and Knowledge (of Account Teams)5. Proactive Relationship Management6. Organizational and Human Resource Imperatives7. Customer Innovation Bias8. Pitfalls to Avoid9. The Payoff and Concluding Chapters

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Book SynopsisThe president and CEO of Scandinavia Airlines details how to restructure an organization so that customer needs take priority, how to best utilize employees who deal directly with customers, and how to increase employee motivation.

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Book SynopsisEveryone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?  In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head.  The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality:  Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver.  The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

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Book SynopsisGeoff Ramm has a passion for incredible customer service. In this book, he’s hand-picked THE most original, unique and quirky examples of creative customer experiences that are guaranteed to inspire you and your team to outperform, outmanoeuvre and stand head and shoulders above the competition. This is the book that your competitors wish they had, it’s your ticket to service superstardom and it’s going to reveal to you: The gap in your service that you never knew existed. Smart techniques to help you generate clever experiences of your own. Simple, cost-effective ideas and touches that will mean the world to your customers. Fun, fresh and exciting new perspectives that will inject your entire team with enthusiasm. Fantastic ideas and inspiring stories that will get you spectacular results. Why not join Geoff on this highly enjoyable, eye-opening and rewarding customer service journey around the world? He’ll introduce you to some of the amazing people he’s met who have discovered extraordinary ways to deliver world-class experiences, and he’ll show you how you can use their strategies to make your own brand unforgettable, your business unmissable and your customers coming back for more. So, are you ready to become a true Celebrity Service Superstar? Great! It’s time to get started on getting people talking…about you! “Entertaining and thought-provoking! Geoff Ramm’s knowledge and insight will reshape the way you think about customer service” – Heather McNamee, Area General Manager, Fraser’s Hospitality UKTrade Review“Entertaining and thought-provoking! Geoff Ramm’s knowledge and insight will reshape the way you think about customer service” – Heather McNamee, Area General Manager, Fraser’s Hospitality UK“Talk about WOW! Geoff Ramm ignites a desire to be the most talked about business on earth with positive energy and purpose. He’ll help you see the difference and be the difference.” – Olivia Sarah-Le Lacheur, General Manager, Retail Distribution, Partnership Development AIA Group“I have been living and breathing Geoff’s mantra for many years with significant success, enabling consecutive years of growth.” - Ed Bracken, General Manager, Crowne Plaza, The City, London

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