Customer services Books

Book SynopsisPraise for Service-Oriented Architecture This book provides a superb overview of the SOA topic. Marks and Bell provide practical guidance across the entire SOA life cycle-from business imperatives and motivations to the post-deployment business and technical metrics to consider.Trade Review"In the end, SOA, delivers what is the first and perhaps most comprehensive road map yet for IT executives, team leaders and developers, whether they are in the business field or government." (Public CIO, October 2006)Table of ContentsPreface. Chapter 1: Introduction to the SOA Business Model. Elements of an SOA. Conceptual SOA Vision. Services. Enabling Technology. SOA Governance and Policies. Metrics. Organizational and Behavioral Change. SOA: Behavior and Culture. New SOA Conceptual, Architectural, and Organizational Models. SOA: Its Time Has Come. SOA: Evolved Enterprise Integration. SOA Means “Service-Oriented Agility”. Service-Oriented Business: SOA = Business-Oriented Architecture. Characteristics of a Zero-Integration Enterprise. What Are the Challenges of SOA? Chapter 2: General Model for Services. SOA Is All About Services. Services Address Persistent Challenges and Present New Opportunities. General Model of Services. Services in an SOA Context. Service Lifecycle. Summary. Chapter 3: SOA Business Modeling. SOA Business Iteration Model. SOA Business Modeling. Identify Major Business Challenges: Imperative Analysis. Focusing Your SOA Efforts. Summary. Chapter 4: Services Identification, Analysis, and Design. Begin with Candidate Business Services. Business Process Analysis. Core Entity Analysis. Opportunistic Approach via Already-Budged Projects. Business and Domain Expertise. Preexisting Services. Existing Business Applications. Top-Down or Bottom-Up? Both, Then Iterate. Focus on Candidate Business Services. Service Analysis and Design. Candidate Service Analysis. Service Design. Bottom-Up Design and Analysis Approach. Summary. Chapter 5: SOA Technology and Services Integration Model. Service Integration Model Framework. Service Integration Generic Notation. Service Integration Principles. Service Integration Design. Service Integration Modeling. Service Product Mapping Component: Integration Product Mapping Strategy. Summary. Chapter 6: Fundamentals of SOA Asset Reuse: Service Reusability Model. Major Influences on Service Reusability. Service Reuse Model. Service Reusability Strategy. Service Construction. Service Integration. Service Management. Summary. Chapter 7: SOA Governance, Organization, and Behavior. Architecture’s Role in an SOA. Dynamic Architecture versus Static Architecture. SOA: Spatial and Temporal Challenges. SOA Governance Overview. Organization of Governance. What Does SOA Governance Do? SOA Governance Organizational Model. SOA Governance Processes. Closed Loop SOA Governance. What Is the SOA Governance Process? SOA Policies: Where SOA Governance Gets Real. SOA Governance Implementation and Integration. Enabling Technology of SOA Governance. SOA Behavioral Model: Beyond SOA Governance. Summary. Chapter 8: Architecture Organization Model. When Should Enterprise Architecture Be Reviewed? Key Questions. SOA-Driven Enterprise Architecture Model. Business Requirements. Technological Requirements. Architecture Disciplines. Architecture Practices. Architecture Roles. Architecture Role Models. Positioning of Architecture Organizations: An SOA Perspective. Architecture Organizational Management Structure. Summary. Chapter 9: SOA Business Case and Return on Investment Model. Achieving SOA Value. SOA Value Considerations. SOA Value Points. Big Hairy Audacious Value. SOA Process. Process Approach to SOA ROI. Exploring the SOA Value Model. SOA ROI Threshold Model. Targeting ROI with SOA Initiatives. SOA and Services Reuse. SOA Metrics and SOA Scorecards. Summary. Index.

Read more less

Book SynopsisHow many of today''s leading corporations are successfully winning back old customers and attracting new ones The new purchasing patterns of disenchanted customers and the demise of brand loyalty have compelled many endangered corporate giants to radically alter their thinking about product design and marketing. This book describes how leading companies such as IBM, Nestle, Dupont, AT&T, and Panasonic have stopped creating products for buyers and have started considering the long-term needs of users. * Packed with real-world cases which demonstrate crucial ideas, tools, and techniques in action at leading firms SANDRA VANDERMERWE (London, England) holds a chair in Management at the Management School Imperial College, London. Her latest book is Tin Soldiers to Russian Dolls.Table of ContentsPartial table of contents: MAKING THE PROACTIVE LEAP. Don't Miss the Moment. LOOKING BEYOND WHAT YOU CAN SEE. Finance Baffles Brains. REVERSING THE LOGIC. The Linear Trap. MOVING MINDS TO MARKETS. Making Missions Market Making. BECOMING THE GATEWAY TO CUSTOMER SOLUTIONS. Redefining Value. BEING ALL THINGS TO SOME PEOPLE. Moving Beyond Segmentation. MAKING COMMITMENT ENDURING. Using Diffusion to Get Commitment. JUMPING INTO THE CUSTOMER'S ACTIVITY CYCLE. The Value Add is the Experience. GETTING INTO THE CUSTOMER'S HIGH GROUND. Changing the Nature of the Customer Relationship. BUILDING NEW COMPETITIVE SPACES. In Search of New Building Blocks. LEARNING TO BEHAVE AS ONE. Altering the Way the Company Really Works. CONVERTING INTENTION INTO VALUE. Success as a Motivator. OPERATING ON TWIN TRACKS. Living with Ambiguity. References, Bibliography and Points of Departure. Index.

Read more less

Book Synopsis

Read more less

Book SynopsisExperiential marketing - or memorable customer experiences - is proving a popular tool amongst businesses seeking to make an impact in a competitive world. Yet the scramble to achieve a presence among experience providers has led many companies to design and implement experiential marketing without integrating it with their overall marketing strategy. These companies often end up dissatisfying their customers rather than delighting them. This research anthology investigates different angles of experiential marketing. The 16 chapters are organised in six sections. The first section considers whether memorable customer experiences result from the use of traditional marketing practices, perhaps implemented more effectively than previously, or require entirely new practices with new foundations that turn companies into experience providers. Section two details ways businesses seek to build brands through putting experiential marketing into practice, while section three asks whether there Trade Review'Reading this book is itself a memorable experience. The editors promise that the chapters come at the topic of consumer experience from different angles, and it is clear that they do”ethnographic, experimental, structural equation modeling, theoretical, methodological, critical, and more. The chapters take both managerial and behavioral approaches to the topic of consumer experiences and cover a wide variety of experiential contexts including magazine shops, Las Vegas strip resorts, automobiles, hot chocolate, and package tours. They also introduce a rich variety of experiential elements including luxury, authenticity, scents, and surprise. Some of the best of the materials is found in the concluding section with chapters by Brown and Holbrook offering critiques of experiential marketing. Other chapters also examine what can go wrong in delivering memorable consumer experiences, such as the work by Basil and Basil on ultra-fine dining experiences. All in all, this book provides a much richer examination of consumer experiences than most of the earlier academic and managerial books on the topic.' Professor Russell W. Belk, Schulich School of Business, Canada 'The editors have assembled an impressive collection of papers on the elusive topic of experience marketing. From conceptual foundations and brands through the design and management of customer experiences, the topics covered by papers in this volume provide needed insight to any manager hoping to improve the ability of their offering's experience on customers. I heartily recommended it for both managers and academics.' Valarie A. Zeithaml, David S. Van Pelt Distinguished Professor, Kenan-Flagler Business School,University of North Carolina at Chapel Hill 'This is a very timely and important collection of papers that provides contemporary thinking on key issues of 21st century marketing in a well-structured and well-balanced format. The editors have done an excellent job in choosing contributions that offTable of ContentsList of Figures, List of Tables, About the Editors, About the Contributors, Introduction, Part I Conceptual Foundations, Chapter 1. Experiential Marketing: Understanding the Logic of Memorable Customer Experiences, Chapter 2. Experiential Marketing and Brand Experiences: A Conceptual Framework, Part II. Brands and Brand Communities, Chapter 3. Tally Ho, Chocs Away! The Morgan Motoring Experiences, Chapter 4. Hush, It’s a Secret: How Trappist Breweries Create and Maintain Images of Authenticity Using Customer Experiences, Chapter 5. Brand Communities as Experience Drivers: Empirical Research Findings, Chapter 6. Orchestrating the Experience: Authorship of the Soul. The Case of Mag Nation Melbourne, Part III. Design of Customer Experiences, Chapter 7. Balancing Act: The Impact of Rational and Emotional Designs on Memorable Customer Experiences, Chapter 8 Reflections on Ultra-Fine Dining Experiences, Chapter 9. Co-Production in Memorable Service Encounters: Three Hot Chocolates in Belgium, Part IV. Management of Customer Experiences, Chapter 10. Oh Yeah, I Remember That Store! Memory, Experience, and Value, Chapter 11. Managing Hospitality Experiences: Las Vegas Style, Chapter 12. Considerations in Creating Memorable Tour Experiences, Part V. Methodological Issues 209, Chapter 13. Made it More Memorable? Evaluating the Customer’s Emotional Experience, Chapter 14. The Surprise–Delight Relationship Revisited in the Management of Experience, Part VI. Critique of Experiential Marketing, Chapter 15. Please Hold, Your Call is Important to Us: Some Thoughts on Unspeakable Customer Experiences, Chapter 16. Manufacturing Memorable Consumption Experiences from Ivy and Ivory: The Business Model, Customer Orientation, and Distortion of Academic Values in the Post-Millennial University, Index

Read more less

Book Synopsis

Read more less

Book SynopsisWhat can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades - it turns out there is plenty to learn. Dennis Snow's Lessons From the Mouse provides ten no-nonsense, practical principles that anyone, anywhere can apply. He entertains while he educates with chapters like 'What Time is the 3:00 Parade?' Is Not a Stupid Question.The mouse is very candid here - no Disney pixie dust blinds the reader. Backstage snafus, onstage errors, and occasional chaos emerge in all their drama, humor, or irony. At its heart, though, Lessons From the Mouse presents ten lessons that guide readers in applying excellence in their own organizations, careers, and lives. Whether being used as a tool for increased organizational effectiveness or a pocket guide for the college grad or new entrepreneur, Lessons From the Mouse offers timeless, straightforward advice.

Read more less

Book Synopsis

Read more less

Book Synopsis

Read more less

Book SynopsisSarah Cook is a management development consultant who specialises in customer care. She is currently Managing Director of the Stairway Consultancy. Sarah previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consultancy.Table of Contents Chapter - 01: An introduction to customer care; Chapter - 02: How managers need to drive and support a service strategy; Chapter - 03: Listening to customers; Chapter - 04: Implementing a service excellence strategy; Chapter - 05: Empowerment and ownership; Chapter - 06: The internal customer; Chapter - 07: Training and development for customer service; Chapter - 08: Communications; Chapter - 09: Recognition and reward; Chapter - 10: Sustaining a customer focus

Read more less

Book SynopsisShaun Smith is founder and partner of the customer experience consultancy Smith+Co, working with leading brands. A thought leader on customer experience strategy, he has featured many times on CNBC's Ask the Expert. He is the co-author of Bold (Kogan Page), Uncommon Practice and Managing the Customer Experience.Andy Milligan is a leading consultant on brand culture. He has worked for almost 20 years advising major organizations on brand building, customer experience and internal culture. Andy appears regularly in the media. He is the author of Brand it Like Beckham and co-author of Bold (Kogan Page), Uncommon Practice and Don't Mess with the Logo.Trade Review"To define a purpose that will galvanise the entire organisation is a leap of faith and requires strong leadership, but it also requires the clear and compelling process outlined in this book if you are to embark on this incredible journey." * Patrick Dempsey OBE, former Managing Director of Whitbread Hotels & Restaurants *"Shaun and Andy have created another great book, On Purpose, describing simply how great businesses use purpose and focus to fill customer needs and create value. Well done." * Vernon W. Hill II, Founder/Chairman of Metro Bank *"Creating a WOW experience for customers starts with creating a WOW experience for employees and both need to be based on your purpose. This book can show you how." * Tony Hsieh, CEO of Zappos.com, Inc. and New York Times bestselling author of Delivering Happiness *"With their latest book, Shaun Smith and Andy Milligan delve even further into the fabric of customer-focused companies, exploring the very purpose of these brands, and making a convincing correlation between customer advocacy and a strong sense of company purpose.... But On Purpose isn't just thought-provoking - it is also action-provoking. It will surely generate an urgent sense of soul-searching amongst those whose brands are built as money-making machines. But it will also encourage those brands built on more purposeful foundations to revisit their philosophies and ensure that these are being clearly communicated both to employees and customers. The key message of this terrific book is that brands need to be engaging and inspiring to stand out from the crowd. And without a clear sense of purpose - within the company, its leaders, its staff and its communications - brands will struggle to be distinctive." * Neil Davey Editor, MyCustomer, Group Editor SIFT MEDIA *"Shaun Smith and Andy Milligan have added another strong chapter to their purpose. This is a must read for any leader who is looking at differentiating their business by asking the important "why" and "why us" questions. It will provide excellent guidance on how to create your own journey and, most importantly, how to stick to it once your business purpose has been found." * Frans-Willem de Kloet, Managing Director & CEO UPC Czech Republic *"No successful business leader of the future can feel exempt from reading this remarkable book. It is by two global experts, extremely readable and compelling in its key message to place customer experience at the very core of every business." * Roger Harrop, The CEO Expert, Author, International Speaker *"Every now and then a truly cutting-edge book comes along that changes everything we know about the secrets of organizational greatness. On Purpose is a profound yet practical book no leader should miss reading. Laced with powerful examples and pragmatic practices, and written in a poignant style, Smith and Milligan reveal the mysteries of long-term enterprise success." * Chip R. Bell, author of The 9½ Principles of Innovative Service *"'On Purpose' wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having 'an authentic and credible sense of purpose'. It explores why this matters to consumers and employees alike - we all need to have an emotional connection with the purpose of a brand. ... Whether you are looking for validation of existing knowledge; new ideas to take your approach to Customer Experience forward; or just inspiration from two of the most experienced 'specialists' around, this cracking book has something for everyone interested in wanting to answer this fundamentally critical question: "what purpose does my business serve"." * Ian Golding, Customer Experience Specialist and Certified Customer Experience Professional, Customer Experience Consultancy Ltd *"Great book - highly recommended!" * Joe Pine, co-author of The Experience Economy *Table of Contents Section - ONE: Stand Up; Chapter - 01: Purpose Driven; Chapter - 02: Purposeful Leadership; Section - TWO: Stand Out; Chapter - 03: Infectious Communication; Chapter - 04: Distinctive Customer Experience; Chapter - 05: Continuous Innovation; Section - THREE: Stand Firm; Chapter - 06: Cult-Like Culture; Chapter - 07: Distinctive Employee Experience; Chapter - 08: Experience Measurement; Chapter - 09: Never Stand Still; Chapter - 10: On Purpose Profile; Chapter - 11: How to Implement – Successfully; Chapter - 12: Putting the Principles into Practice

Read more less

Book SynopsisNeil Richardson is a Senior Marketing Lecturer at Leeds Beckett University and a Chartered Institute of Marketing Course Leader. He has over 20 years of experience in sales management, marketing and customer service in the B2B sector.Neil Kelley is a Senior Examiner for the Chartered Institute of Marketing (CAM Marketing and Consumer Behaviour) and Senior Lecturer for Marketing at Leeds Beckett University. He was previously Senior Territory Manager for Electronic Arts, contributing to the marketing and promotion of products such as The Sims and a variety of EA Sports titles.Jon James is a Senior Lecturer in Marketing at Leeds Beckett (formerly Leeds Metropolitan) University. Jon has provided strategic business & marketing consultancy to organisations in both the public and private sectors. His research interests include global & international marketing, marketing management and SME development.Table of Contents Chapter - 20: Cost or sacrifice; Chapter - 21: Services and sustainability; Section - SIX: What does the future hold?; Chapter - 22: What does the future hold? Chapter - 19: Customer benefits; Chapter - 18: Convenience for customers; Chapter - 17: Communications; Section - FIVE: The marketing mix; Chapter - 16: Barriers to adopting sustainable marketing planning: And how to overcome them; Chapter - 15: Resource allocation: Monitoring, evaluation and control; Chapter - 14: Marketing objectives, strategy formulation and tactical implementation; Chapter - 13: Situation review: The internal (micro) and external (macro) environments; Chapter - 12: Goal setting: Mission (or vision) statement, corporate objectives and gap analysis; Section - FOUR: Marketing planning; Chapter - 11: Communities and networks; Chapter - 10: Acquiring, retaining and satisfying customers; Chapter - 09: The sustainable customer; Chapter - 08: Users and/or customers?; Chapter - 07: How stakeholders make buying decisions; Section - THREE: Building relationships; Chapter - 06: Systems and customer-centricity; Chapter - 05: Digital marketing and research; Section - TWO: Knowing your own company; Chapter - 04: Marketing and sustainability: Separating facts from fiction; Chapter - 03: Orientations; Chapter - 02: Why do companies fail?; Chapter - 01: Developments in society; Section - ONE: Changing landscapes;

Read more less

Book SynopsisShirra Smilansky is CEO and Executive Creative Director of Electrify Worldwide Ltd, an international brand engagement agency working with clients such as L'Oreal Luxe, Carling, Selfridges, Harvey Nichols, Lancome and Yves Saint Laurent. She is the Co-founder of an MA degree 'Experiential Meets Digital' and former Visiting Professor at London Metropolitan University. With over 15 years in the industry, Smilansky is an impactful thought-leader, entrepreneur and innovator in experiential marketing, co-founding her first company BlazinStar Experiential back in 2003.Trade Review"A very clearly written and inspiring guide, demonstrating a unique approach to integrated experiential marketing that carefully explains the methodology in a concise and effective manner." * Hamish Millar, Marketing Manager, Pernod Ricard UK *"The must-read guide on experiential marketing that covers the changing world of the retail landscape, with simple models and objectives, in order to execute winning solutions for the increasing demands of consumers." * Mark Robinson, Retail Sales Director, Silentnight Group *"This book is amazing. It's more than just a how-to guide - it's also a "what is" and a collection of great case histories. Need answers, guidance or inspiration? Look no further. It's essential reading for any modern marketer!" * Kevin Jackson, Editor-in-Chief, Live Communication Magazine *"In presenting experiential marketing as a methodology, rather than a channel, Smilansky offers advice and insights relevant to B2C and B2B businesses of any size. One-way communication channels are the way of the past; learning how to foster authentic two-way conversations is the next challenge. Anyone interested in building a strong and lasting relationship between their customers and their brand needs to read this book." * Lynn Morrison, Marketing Director, Opus Energy *"In today's ever-changing consumer and media landscape, this book demonstrates how to truly engage and create a deeper emotional connection with modern audiences; a must-read for senior brand marketers, CEOs and their teams." * Maria Hatzistefanis, President/CEO, Rodial Group (Rodial Skincare, NIP+FAB) *"Practical, pragmatic and succinct. Seasoned marketers and people just starting out will find something of use in this book. Something for everyone and written and styled for the 24/7 world we live in." * Tony Cooke, HR Director, adidas Group *Table of Contents Section - PART ONE: An experiential revolution: the accelerating transformation of business and marketing; Section - 01: What is experiential marketing?; Section - 02: A whole new world: millennials, brand experiences and social media; Section - 03: The experience economy is here; Section - 04: Concept stores, the future of retail and pop-ups; Section - 05: Digital experiences, artificial intelligence in marketing and merged realities; Section - 06: The BETTER creative model: how to create unique experiential marketing ideas; Section - PART TWO SET MESSAGE: an activation framework for your experiential marketing strategy; Section - 07: Situation and background: exploring the business context for experiential marketing; Section - 08: Experiential objectives: how to creatively define and set your goals; Section - 09: Target audience: gathering holistic insights and understanding of your customers; Section - 10: Message: key communication of your brand message using experiential marketing; Section - 11: Experiential strategy: how to develop live brand experience strategies and frameworks; Section - 12: Selected locations and brand ambassadors for your experiential marketing strategy; Section - 13: Systems and mechanisms for measurement for experiential marketing planning; Section - 14: Action: how to deliver and project manage live brand experiences; Section - 15: Gauging effectiveness: creating a real-world test-and-learn approach for experiential marketing environments; Section - 16: Evaluation: interpreting and monitoring tangible results from experiential marketing; Section - 17: Conclusion: planning for the future of experiential marketing;

Read more less

Book SynopsisDale Lovell's career at the forefront of digital advertising spans editorial, publishing, marketing and advertising technology. He is Chief Digital Officer at ADYOULIKE and a member of the Internet Advertising Bureau (IAB) Native and Content Council, UK. In 2015 Dale Lovell was named one of the British Interactive Media Association's Hot 100.Trade Review"Finally - a comprehensive guide to the most under-celebrated discipline in advertising. This book delivers a virtual PhD in native advertising for modern marketers." * Jason Miller, Global Content Marketing Leader, LinkedIn *"If you want to understand how digital media are funded you need to know about native advertising. Look at the most powerful forces sweeping across the digital landscape - social media, video, mobile -- and you'll find native spans them all. I can't think of anyone better equipped to guide you through this rapidly changing world than Dale Lovell." * Dominic Mills, Columnist for Mediatel, Honorary Professor of Journalism at Roehampton University and former Editorial Director of Campaign *Table of Contents Chapter - 01: Introduction; Chapter - 02: How Did We Get Here?; Chapter - 03: Why Native Advertising Really Matters: It’s Not Another Buzzword; Chapter - 04: Who Can Benefit From Native Advertising?; Chapter - 05: Getting Started With Native Advertising – What You Need to Know; Chapter - 06: The Different Types of Native Advertising – Which is Right for You?; Chapter - 07: Creating Native Advertising – What You Need to Know; Chapter - 08: Is It Working?; Chapter - 09: Questions to Ask about Native Advertising; Chapter - 10: The Future

Read more less

Book SynopsisJoe Heapy and Oliver King co-founded Engine Service Design and were some of the first designers approaching transformational change with design thinking. They have managed countless design-led change programmes with corporations including Bupa, National Grid and Finnair. They are advocates of design thinking for business and champion the approach through the media and academia, helping to shape how this approach is taught to future leaders. Director, James Samperi is a director at Engine Service Design. Having led large projects in all major sectors for seven years, James now runs Engine's largest Dubai-based programme of work.Trade Review"For anyone who seeks to improve their services, let this book be your design-led guide. It will enable you to truly transform your services by staging engaging, personal and memorable - even beautiful - experiences." * B Joseph Pine II, co-author, The Experience Economy *"This book is grounded in reality - it provides a vision, as well as practical strategies, for companies to embed design-led change across their business." * Katy Pearce, Global Head of Customer Experience, Vodafone Group Enterprise *"This will be my go-to book whenever I'm shaping new customer experience initiatives. It is a how-to guide for any customer experience team in any industry. Brilliant." * John Patterson, Vice President of Customer Experience, Sage *"Design's insight into customers' perspectives is the grit in the oyster that leads to great services. Here, Joe Heapy, Oliver King and James Samperi use their 20 years of experience at the forefront of applying design to services to help you understand the challenges and derive superb solutions. In the age of social media, shoddy services cannot survive; the distilled wisdom in this book will help you get the thumbs up, not the thumbs down." * Bruce Tether, Professor of Innovation Management, Alliance Manchester Business School, University of Manchester *"A really thorough book by well-informed authors, getting into the nitty-gritty of making service design happen in your organization." * Kai En Ong, Head of User Experience and Design, BBC *"Design thinking effectively provides a structure - a scaffold -that shapes the process of service development and guides teams to effective, beautiful and desirable service provision. This book is an aide-memoire and a guide to a process. The end-user-centricity and the passion that it invokes are key. I will keep Customer-Driven Transformation by my side as a reference and a guide." * Andreas Tsiotsias, CTO, Computer Services Industry, IBM *"This is an exceptional book. It's written in a pragmatic and action-oriented style, directed at "game changers" working in the field of services development and management, at a time where customer experience is key to creating lasting competitive advantage." * Francisco Vieira Pita, Aviation Marketing Director, ANA – Aeroportos de Portugal *"Finding a book that's filled with practical tips and stories from other customer experience leaders serves to reassure us that every organization's journey is unique and that we need to adapt. I wish I'd had this book 10 years ago." * Hazel Hughes, Customer Experience and Operations Director, Weight Watchers UK *"Delivering better services for customers can often feel like a daily battle within big organizations - but it's a battle worth having. This book provides you with all the tips, tools and techniques you need to instigate culture change outside of the design team." * Kate Kapp, Head of Service Design, Tesco PLC *"The design of the services we interact with each day is critical in the ever more competitive world of brands vying for our loyalty. And if those services stretch across a multitude of channels, the complexity of delivering customer delight consistently can become bewildering. Enter the experts! Engine Service Design has consistently proven the effectiveness of their solutions to complex problems, not only delivering great customer service but in adding tangible value to the brands they work with. Being able to get the inside line on their know-how is invaluable - and Customer-Driven Transformation the foundation stone to building great brand experiences." * Deborah Dawton, CEO, Design Business Association, UK *"Being a disruptor or coping with disruption are the challenges all business leaders face. In Customer-Driven Transformation, the authors put a spotlight on the excuses that stop people building their path to success. This is a must-read for all contemporary managers." * Rashik Parmar MBE FBCS, IBM Distinguished Engineer and Technical Executive, Europe *Table of Contents Section - 00: Introduction; Section - PART ONE: The challenges; Section - 01: The challenge of outside-in; Section - 02: The challenge of vision; Section - 03: The challenge of fast and slow; Section - 04: The challenge of emotion; Section - 05: The challenge of distinctiveness; Section - 06: The challenge of change; Section - PART TWO: The skills; Section - 07: Create a compelling vision; Section - 08: Design your service beautifully; Section - 09: Develop a clear value case; Section - 10: Make it ready to build; Section - 11: Create the right conditions; Section - 12: Run engaging projects; Section - 13: Think like a Designer; Section - 14: Conclusion;

Read more less

Book SynopsisDr. Marion Debruyne is Dean at Vlerick Business School, Belgium, ranked within the Financial Times Top 100 Business Schools. An international coach and speaker on customer innovation, she is a professor of marketing and innovation, with diverse industry experience ranging from healthcare and financial services to consumer products. Dr. Koen Tackx is a professor of strategic marketing at Vlerick Business School, Belgium where his main focus is on how companies can create superior value for their customers. Before joining the academic world, he held several executive positions in different service industries.Table of Contents Chapter - 00: Introduction – Connect–convert–collaborate – How to build a customer-driven innovation journey; Section - PART ONE: The zoom lens – Laying the foundation for outside-in strategy; Chapter - 01: Connect using the zoom lens – Five practices to zoom in on your customer; Chapter - 02: Convert using the zoom lens – How to create a culture of daily innovation; Chapter - 03: Collaborate using the zoom lens – Placing the customer at the heart of your activities; Section - PART TWO: The wide lens – How to innovate your current customer journey; Chapter - 04: Connect using the wide lens – Understanding your customers’ journey, goals and outcomes; Chapter - 05: Convert using the wide lens – Creating innovative solutions to the challenges that customers face; Chapter - 06: Collaborate using the wide lens – Creating customer value by collaborating along the value chain; Section - PART THREE: The fisheye lens – Expanding your customer base to new horizons; Chapter - 07: Connect using the fisheye lens – How to learn from customers you don’t have; Chapter - 08: Convert using the fisheye lens – Should business-model innovation be on your agenda?; Chapter - 09: Collaborate using the fisheye lens – Creating adaptable ecosystems for change and expansion; Section - PART FOUR: Conclusion; Chapter - 10: Conclusion – Three essential capabilities – The playbook for continual customer-based growth

Read more less

Book SynopsisDr. Marion Debruyne is Dean at Vlerick Business School, Belgium, ranked within the Financial Times Top 100 Business Schools. An international coach and speaker on customer innovation, she is a professor of marketing and innovation, with diverse industry experience ranging from healthcare and financial services to consumer products. Dr. Koen Tackx is a professor of strategic marketing at Vlerick Business School, Belgium where his main focus is on how companies can create superior value for their customers. Before joining the academic world, he held several executive positions in different service industries.Table of Contents Chapter - 00: Introduction – Connect–convert–collaborate – How to build a customer-driven innovation journey; Section - PART ONE: The zoom lens – Laying the foundation for outside-in strategy; Chapter - 01: Connect using the zoom lens – Five practices to zoom in on your customer; Chapter - 02: Convert using the zoom lens – How to create a culture of daily innovation; Chapter - 03: Collaborate using the zoom lens – Placing the customer at the heart of your activities; Section - PART TWO: The wide lens – How to innovate your current customer journey; Chapter - 04: Connect using the wide lens – Understanding your customers’ journey, goals and outcomes; Chapter - 05: Convert using the wide lens – Creating innovative solutions to the challenges that customers face; Chapter - 06: Collaborate using the wide lens – Creating customer value by collaborating along the value chain; Section - PART THREE: The fisheye lens – Expanding your customer base to new horizons; Chapter - 07: Connect using the fisheye lens – How to learn from customers you don’t have; Chapter - 08: Convert using the fisheye lens – Should business-model innovation be on your agenda?; Chapter - 09: Collaborate using the fisheye lens – Creating adaptable ecosystems for change and expansion; Section - PART FOUR: Conclusion; Chapter - 10: Conclusion – Three essential capabilities – The playbook for continual customer-based growth

Read more less

Book SynopsisDelivers insights of scientific studies pertaining to hospitality, leisure, and tourism, providing a forum to stimulate discussions on contemporary issues and trends essential to theory advancement as well as professional practices from a global perspective. This title intends to divulge the methods of inquiry so as to inspire research topics.Table of ContentsSafety and Security Perceptions of Tourists Visiting Kashmir, India. From Cultural Consumer at Home to Heritage Tourist Away. Potential Impacts of Generational Change on Destinations. Impacts of an Intervention Event on Museum Visitations. Critical Factors in Implementing HRIS in Restaurant Chains. Theme Park Visitors’ Responses to the SARS Outbreak in Taiwan. A Qualitative Assessment of the Service Encounter. New Service Development: Preliminary Findings on Process Development and Assessment from the Greek Hotels. The Influence of the Intensity of Collaboration and Type of Management on the Performance of Swiss Hotels. A Study on the Online Sales Efficiency of Upscale and Luxury Hotels in Germany, Switzerland and Austria. An Investigation of Long-term Debt and Firm Value in the Lodging Industry. Energy Consumption and CO. Gender-Based Service Preferences of Spa-Goers. The Hotel Servicescape for Chinese Female Travellers. List of Contributors. Aims and Submission Guidelines. EDITORIAL BOARD. Subject Index.

Read more less

Book SynopsisProvides an introductory guide to Microsoft's entry into the Customer Relationship Management (CRM) software marketplace. This book discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, track and convert leads, make informed decisions faster, and provide consistent service.Table of ContentsIntroduction. Part I: Microsoft CRM Basics. Chapter 1: Looking Over Microsoft CRM. Chapter 2: Navigating the Microsoft CRM System. Chapter 3: Personalizing Your System. Part II: Managing Sales. Chapter 4: Working with Accounts and Contacts. Chapter 5: Creating and Managing Activities. Chapter 6: Using Notes and Attachments. Chapter 7: Using Your E-Mail. Chapter 8: Managing Territories. Chapter 9: Leads and Opportunities. Chapter 10: Using the Product Catalog. Chapter 11: Generating Quotes, Orders, and Invoices. Chapter 12: Sales Literature and Competitors. Chapter 13: Sales Quotas and Forecasting. Part III: Customer Service. Chapter 14: Working with Cases. Chapter 15: The Subject Manager. Chapter 16: Using the Knowledge Base. Chapter 17: Managing the Queues. Chapter 18: Working with Contracts. Part IV: Managing the WorkPlace. Chapter 19: Managing Business Units. Chapter 20: Security and Access Rights. Chapter 21: Implementing a Sales Process. Chapter 22: Business Rules and Workflow. Chapter 23: Running Reports. Part V: The Part of Tens. Chapter 24: Almost Ten Add-On Products. Chapter 25: Ten Ways to Get Help. Part VI: Appendixes. Chapter 26: Imitating Outlook. Chapter 27: Importing and Exporting Data. Chapter 28: Glossary. Chapter 29: Hardware, Networks, and Licenses. Index.

Read more less

Book SynopsisLarge Group Interventions presents a comprehensive overview of twelve of the most powerful methods of large group interventions in use today. This comprehensive guide describes the methods'' origins, explores their differences and similarities, and presents vivid examples and case studies of each intervention method in action. Bring together as many as two thousand employees and customers in one location for activities as diverse as creating future direction, restructuring the organization, solving problems, and generating new ideas. Large Group Interventions covers: **A brief history of large group interventions **The search conference **Real-time strategic change **Participative design **Large group dynamics Large Group Interventions is the first and only book to present and compare different large group intervention methods and describe the situations and conditions under which each might be used.Table of ContentsForeword - W.Warner Burke Preface The Authors Part One: An Introduction to Large Group Interventions 1. Of Mud Flats and Solid Brass 2. A Brief History of Large Group Interventions Part Two: The Methods: Creating the Future Together 3. The Search Conference 4. Future Search 5. Real Time Strategic Change 6. ICA Strategic Planning Process Part Two Summary Part Three: The Methods: Work Design 7. The Conference Model 8. Fast Cycle Full Particiption Work Design 9. Real Time Work Design 10. Participative Design Part Three Summary Part Four: The Methods: Whole-System Participative Work 11. Simu-Real 12. Work-Out 13. Open Space Technology Part Four Summary Part Five: Group Dynamics, New Directions, and How to Move Ahead 14. Large Group Dynamics 15. Current Innovations and Underlying Values Appendix References Index

Read more less

Book Synopsis The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book’s blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: • The power of leaning into criticism • Trigger phrases that can make bad situations worse • The secret to helping people feel deeply heard in a crisisTable of Contents CONTENTS Foreword by Carol Roth xiii Acknowledgments xv Introduction 1 PART I WHY WORST-CASE SCENARIOS MATTER 5 Chapter 1 Understanding the ``Uh-Oh’’ Moment 7 Why Worst-Case Scenarios Are Important 8 Good Intentions Are Not Enough 11 PART II TOOLS FOR DEFUSING A CUSTOMER CRISIS 15 Chapter 2 Leaning Into Criticism 17 Step 1: Hand Their Complaints Back to Them 19 Step 2: Use ``Wow’’ Words 20 Step 3: Steal All Their Good Lines 22 Step 4: Never Defend Yourself First 23 Why Leaning In Is So Hard 25 Putting Learning into Practice 27 Chapter 3 Achieving Deep Acknowledgment 28 Why We Don’t Acknowledge Demanding Customers 29 The Four Powerful Levels of Response 30 Acknowledgment: Your Key to Handling Any Situation 37 Putting Learning into Practice 38 Chapter 4 Avoiding Trigger Phrases 40 The Other Golden Rule 41 Trigger Phrases and How You Can Avoid Them 42 Less Is Often More 48 Putting Learning into Practice 49 Chapter 5 Divide and Conquer: The Safe Way to Deliver Bad News 51 Step 1: A Good Introduction That Prepares the Customer 52 Step 2: A Proactive Summary That Moves the Customer Toward a Solution 55 Step 3: An Empathetic Response to the Customer’s Reactions 57 Putting Learning into Practice 60 Chapter 6 Powerful Problem Solving: Beyond ``Yes We Can’’ and ``No We Can’t’’ 62 Step 1: Clarify the Other Person’s Needs 63 Step 2: Frame Your Response 64 Step 3: Create Incentives 67 Step 4: Respond to Objections 68 A New Way to Solve Problems 69 Putting Learning into Practice 70 Chapter 7 Reframing Your Message 72 How Reframing Works 72 When Reframing Is a Bad Idea 76 A New Perspective 78 Putting Learning into Practice 79 Chapter 8 Grounding an Angry Outburst 81 Understanding Customer Anger 81 Step 1: Use the Highest Acknowledgment Level Possible 83 Step 2: Ask Assessment Questions 86 Step 3: Shift the Discussion 88 Working in the Red Zone 92 Putting Learning into Practice 93 Chapter 9 Becoming Immune to Intimidation 94 Angry Customers vs. Toxic Entitlement 95 The Basics of Nonreactivity 97 Putting Nonreactivity to Work 101 Can Entitled Customers Change? 102 Putting Learning into Practice 103 Chapter 10 The Wrap-Up 105 Understanding Good Closings 105 The Right Ending: A Good Beginning 110 Putting Learning into Practice 110 PART III YOUR WORST CUSTOMER SITUATIONS—SOLVED! 113 Chapter 11 You’re the Boss 115 Lean Into the Customer’s Biggest Concerns 116 Ask Good Questions 117 Respond to Threats with ``Can-Do’’ Language 119 The Law of Reciprocity 120 Chapter 12 Don’t You Know Who I Am? 121 Mirror the Customer’s Emotions 121 Explore the Options 122 Use the LPFSA 124 Show a Personal Interest 124 Chapter 13 The Concert That Never Was 125 Talk with the Customer First 126 Practice Creative Service Recovery 127 Respond to the Public 129 Chapter 14 I’ll Be Suing You 131 Do Not—Repeat, Do Not—Defend Yourself First 132 Explore Solutions 133 Frame the Benefits 133 Chapter 15 Quelling a Social Media Firestorm 135 Be Real 136 Be Quick 136 Reach Out to the Person Behind the Keyboard 137 Trust the Will of the Crowd 137 Chapter 16 Just Plane Terrible 139 Be Present 140 Deliver the Bad News in Stages 141 Reframe the Situation 142 Don’t Take It Personally 143 Chapter 17 Anger Management 145 Frame the Situation 145 Acknowledge Bruno 146 Frame Your Response 148 Execute the Endgame 149 Relationship Building 150 Chapter 18 Not So Smart 151 Meet the Customer Where He Is 151 Explore the Deeper Question 152 Make the Customer Feel Good 153 PART IV BEYOND THE WORST CASE 155 Chapter 19 When Talking Isn’t Enough: Keeping Yourself and Your Customer Safe 157 Situational Awareness: Trusting Your Gut 158 Reacting to Risk 160 Don’t Go It Alone: Have a Safety Plan 162 Chapter 20 From Customer Crisis to Excellent Service: Lessons for the Whole Organization 164 Creating a Service Culture 164 Managing Internal Conflict 166 Personal Growth 167 Communicating as an Organization 168 The Bottom Line 169 Appendix Solutions to Putting Learning into Practice Exercises 171 References 179 Index 183 About the Author 189

Read more less

Book SynopsisIt's a proven fact-maintaining positive relationships with homeowners after move-in increases sales. Savvy builders are putting this potent marketing force to work by ensuring that their after move-in services gives them the competitive edge.Trade Review"Carol has done it again! Beyond Warranty: Building Your Referral Business is packed with real life examples of how to improve customer communication systems, drive referral business, and convert satisfied customers into your best salespeople. When every sale is precious, these concepts have never been timelier. I am one of her most passionate fans." -- Bob Whitten, SMA Consulting, Orlando, Florida

Read more less

Book SynopsisDevelop standard-setting customer service! Based on the best-selling book Fabled Service by BetsySanders! This program will help you develop exceptional customer servicethat puts your organization above your competition. InspiringFabled Service helps you assess your needs and select activities toimprove weak areas in your current customer service. Teach others vital customer service skills, such as how to: * Positively represent the organization * Satisfy customers so they will buy the product or service * Encourage customers to return * Understand what motivates people and initiates action * Solve problems immediately and effectively... and more! Simply written, this program includes all necessary materials tocreate results-oriented, customized customer service training. ATrainer''s Guide includes specific direction for administering theCustomer Service Survey, which assesses individual strengths andweaknesses in three learning aTable of ContentsA Message to the ParticipantCustomer Service SurveyParticipantMaterials for Activities Commitment: To Make Service Everything Your Company Is andDoes Commitment: To Be of Service in All That You Do Commitment: To Act on the Belief That You Are in Business to ServeCustomers Commitment: To Serve Those Who Serve the Customer Commitment: To Design Every Part of Your Business With Service Asthe Desired Outcome Commitment: To Be in Business to Serve Society Commitment: To Create and Sustain the Vision

Read more less

Book SynopsisA comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proactively addressing customers' needs in a personalized way. For too long, companies have detached from customers after the moment of purchase and done post-sales service in a way that is reactive, generic, and not scalable. Empowered by the boom in data availability and analytics, future-ready companies will offer their customers proactive personalized post-sales service and reap tangible benefits, including higher customer satisfaction and retention and less negative word of mouth leading to increased sales and customer lifetime value. As the stories in this book demonstrate, companies like Amazon, Adobe, Garmin, and Liberty Global are leading the way, but companies do not have to be global giants to capitalize on the techniques presented in this guide. To excel at customer experience (CX) management, companies need to implement thTrade Review"If you are doubting your CX initiatives, then this is the book for you! It describes a well-researched and clearly thought out process to proactively support customers achieve their real goals, creating value and thereby genuine satisfaction. Read this book if you dare to be a radical agent of change!" - Matthew Tod, Former leader of PWC Customer Consulting"At last, a step-by-step guide to delivering real-world revenue from long under-utilised customer experience data. When implemented well Yorgov’s approach is proven to noticeably raise customers’ experience, positively impact tenure and increase recommendations."- Iain Bell, Former Director, Client Data Services at Afiniti, Director Customer Analytics at Liberty Global, and Head of Customer Intelligence at BSkyB"Ivaylo Yorgov's book offers fascinating insights into how to strengthen the bond between you and your customers. It's a "must read" for managers and CX practitioners who want to ensure that customers remain loyal, even after the sale!"- Michael Brandt, CCXP, Founding Member and Ambassador of the European Customer Experience Organization (ECXO), ex-Group Vice President - Customer Experience at ABB"If you are doubting your CX initiatives, then this is the book for you! It describes a well-researched and clearly thought out process to proactively support customers achieve their real goals, creating value and thereby genuine satisfaction. Read this book if you dare to be a radical agent of change!"Matthew Tod, Former leader of PWC Customer Consulting"At last, a step-by-step guide to delivering real-world revenue from long under-utilised customer experience data. When implemented well Yorgov’s approach is proven to noticeably raise customers’ experience, positively impact tenure and increase recommendations."Iain Bell, Former Director, Client Data Services at Afiniti, Director Customer Analytics at Liberty Global, and Head of Customer Intelligence at BSkyB"Ivaylo Yorgov's book offers fascinating insights into how to strengthen the bond between you and your customers. It's a 'must read' for managers and CX practitioners who want to ensure that customers remain loyal, even after the sale!"Michael Brandt, CCXP, Founding Member and Ambassador of the European Customer Experience Organization (ECXO), ex-Group Vice President – Customer Experience at ABBTable of ContentsIntroduction Section 1: The Foundations of Proactive Personalized Post-Sales Service (PPPS) 1. Value-Creation: A Framework for Marketing 2. The Power of Proactive Personalized Post-Sales Service 3. The Limitations of the Existing Post-Sales Service Initiatives Section 2: A Roadmap for Proactive Personalized Post-Sales Service 4. Is Human Behavior Predictable? 5. Roadmap Step 1 – Kick-Off : Set Goals, Plan, and Get Buy-In 6. Roadmap Step 2 – Input: Collect Customer Feedback 7. Roadmap Step 3 – Input: Collect Customer Data 8. Roadmap Step 4 – Understanding: Analyze the Data 9. Roadmap Step 5 – Action: Initiatives for Customer Inspiration, Motivation, Education, and Adjustments on the Fly 10. Roadmap Step 6 – Scale-Up: Expand Your Initiatives to Your Full Customer Base 11. Challenges in Designing and Running Proactive Personalized Post-Sales Service Programs Recap Supplemental Material Index

Read more less

Book SynopsisA practical approach to better customer experience through service design Service Design for Business helps you transform your customer''s experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers'' needs and demands, and provides concrete strategy that can be implemented immediately. You''ll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers'' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a Table of ContentsIntroduction vii Chapter 1 Why Service Design 1 Three Trends That Make Service Design Relevant Today 2 Use Service Design to Deal with Business Ambitions and Organizational Challenges 4 Key Concepts 7 Chapter 2 Foundations: Three Critical Factors in Service Design 15 Movement 17 Structures 32 Behavior 44 Challenges 50 Chapter 3 The Customer Story: Understanding Customers Better Provides the Basis for Customer-Driven Service Improvement and Innovation 53 Get the Basics Right and Achieve Customer Experience Excellence 54 Prevent Customer Irritations and Failures 62 Engage Customers Effectively 70 High-Impact Customer Innovations 78 Chapter 4 Business Impact: Designing a Service around Customers’ Needs Provides a New Way to Address Age-Old Business Challenges 87 Innovate New Business Concepts 88 Becoming a More Digital Business 96 Achieve Higher Customer Performance 106 Successful Launch and Adoption of a New Product or Service 117 Chapter 5 Organizational Challenge: Using Customer Centricity to Move Your Organization Forward 125 Foster Internal Alignment and Collaboration 126 Deliver Better Staff Engagement and Participation 134 Build a Customer-Centric Organization 141 Building a More Agile Organization 151 Chapter 6 Tools 161 Customer Profiles 162 Customer Insights 164 Customer Journeys 166 Customer LifeCycles 168 Cross-Channel Views 170 Service Scenarios 172 Organizational Impact Analysis 174 Creative DesignWorkshops 177 Acknowledgements 181 Index 183

Read more less

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

Read more less

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

Read more less

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

Read more less

Book Synopsis

Read more less

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

Read more less

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

Read more less

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

Read more less

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

Read more less

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

Read more less

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.

Read more less

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.

Read more less