{"product_id":"shift-9781119810148","title":"Shift","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eUnderstand what's required to deliver top-of-the-line customer experiences\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAs organizations around the world do their best to deliver meaningful, effective, and efficient customer experiences, many are encountering difficulty translating their actions into progress. These businesses find that, despite a plethora of initiatives, programs, and plans, inclusive and excellent customer service remains stubbornly out of reach. \u003c\/p\u003e\u003cp\u003eIn \u003ci\u003eShift: Transform Motion into Progress in Business, \u003c\/i\u003eChief Strategy and Marketing Officers at Merkle and dentsu offer business leaders a practical and coherent approach to creating the consistently exceptional customer experience that would set their business apart from the competition. \u003c\/p\u003e\u003cp\u003eThe authors link three key themesa clear vision with clear performance indicators, an aligned team, and a deep understanding of the marketplaceand outline their importance in the quest for the ideal client experience. They explain the importance of measuri\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003eForeword vii\u003c\/p\u003e \u003cp\u003eAcknowledgments xi\u003c\/p\u003e \u003cp\u003eIntroduction: Rocking Horses Don’t Belong in Boardrooms 1\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart One Principal 13\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e1 The Peppered Moth 17\u003c\/p\u003e \u003cp\u003e2 The Chicken KPI 31\u003c\/p\u003e \u003cp\u003e3 The Queen’s Gambit 59\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Two The Crew 103\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e4 Make Every Shot Count 107\u003c\/p\u003e \u003cp\u003e5 Row the Boat in Time 141\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Three The Season 169\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e6 Turn Headwinds into Tailwinds 173\u003c\/p\u003e \u003cp\u003e7 It Will Rain on Your Parade 195\u003c\/p\u003e \u003cp\u003e8 Go for the Albatross 235\u003c\/p\u003e \u003cp\u003eConclusion 265\u003c\/p\u003e \u003cp\u003eEpilogue 271\u003c\/p\u003e \u003cp\u003eAbout the Authors 279\u003c\/p\u003e \u003cp\u003eIndex 285\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49407159533911,"sku":"9781119810148","price":17.09,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781119810148.jpg?v=1730498378","url":"https:\/\/bookcurl.com\/products\/shift-9781119810148","provider":"Book Curl","version":"1.0","type":"link"}