Time is limited. Attention is scarce. Are you engaging your customers?
Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral?
Welcome to the Experience Economy, where businesses must form unique connections in order to secure their customers' affections--and ensure their own economic vitality.
This seminal book on experience innovation by Joe Pine and Jim Gilmore explores how savvy companies excel by offering compelling experiences for their customers, resulting not only in increased customer allegiance but also in a more profitable bottom line. Translated into thirteen languages, The Experience Economy has become a must-read for leaders of enterprises large and small, for-profit and nonprofit, global and local.
Now with a brand-new preface, Pine and Gilmore make an even stronger case for experiences as the critical link between a company and its customers in an increasingly distractible and time-starved world. Filled with detailed examples and actionable advice, The Experience Economy helps companies create personal, dramatic, and even transformative experiences, offering the script from which managers can generate value in ways aligned with a strong customer-centric strategy.
Автор: Kihlstrom Greg Название: The Agile Consumer: Navigating the Empowered Economy and the Future of Customer Experience ISBN: 1543975801 ISBN-13(EAN): 9781543975802 Издательство: Неизвестно Рейтинг: Цена: 32650.00 T Наличие на складе: Невозможна поставка. Описание: We are living in an agile world. What started with technologists and marketers has spread across entire organizations, and didn't stop there. Consumers are thinking agile as well. They are more willing to be part of product development and the process of building brands than ever before, due to a number of social, technological, and economic factors. Also, as employees, they are also more interested in sharing values with the companies they work for, and are looking for new types of management and work environments. All of this adds up to the makings of an Agile World led by newly-empowered consumers in an evolving economy.The book gives practical examples of how agile thinking and approaches, as well as a shift in consumer behavior, are changing the brand-consumer relationship with the opportunity for better outcomes for both. As brands become more sophisticated and consumers have an increasing amount of choices, the power dynamic in the brand-consumer relationship has shifted to giving consumers more control than ever before. While this is a shift from the early days of branding and marketing, it is one that provides new opportunities for consumers and positions brands as facilitators of an evolving creative economy. It provides examples of how companies like Procter & Gamble, ING, Google, Betabrand, LEGO, and others are shaping this new dynamic while achieving innovative and profitable outcomes.The book features a foreword from Lisa Nirell, Chief Energy Officer of EnergizeGrowth and author of EnergizeGrowth NOW: The Marketing Guide to a Wealthy Company and The Mindful Marketer: How to Stay Present and Profitable in a Data-Driven World.The Agile Consumer is the third book in Kihlstr m's Agile series, which started with 2016's The Agile Web, exploring how the agile methodology applied properly website design, can create dramatic improvements in their efforts. 2018's The Agile Brand explored how brands that embrace consumer feedback and create a "living" brand that evolves over time while staying true to their values.
Автор: Lafreniere, Daniel Название: Delivering fantastic customer experience ISBN: 0367346036 ISBN-13(EAN): 9780367346034 Издательство: Taylor&Francis Рейтинг: Цена: 22450.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people or installers.
Автор: Newman Martin, McDonald Malcolm Название: 100 Practical Ways to Improve Customer Experience: Achieve End-To-End Customer Engagement in a Multi-Channel World ISBN: 0749482672 ISBN-13(EAN): 9780749482671 Издательство: Неизвестно Рейтинг: Цена: 45590.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Transform your business by improving customer experience across the entire end-to-end value chain with this practical guide, including 100 tips and case studies from brands like Amazon, AirBnB and Uber.
Автор: P. Klaus Название: Measuring Customer Experience ISBN: 1349477346 ISBN-13(EAN): 9781349477340 Издательство: Springer Рейтинг: Цена: 32600.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.
Автор: Daffy Chris Название: Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management ISBN: 0749498064 ISBN-13(EAN): 9780749498061 Издательство: Неизвестно Рейтинг: Цена: 147210.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Develop the skills to design and implement a sustainable customer loyalty improvement programme in your organization and be rewarded with increased market share, improved sales and enhanced profitability.
Under pressure to meet your sales, productivity or customer experience targets?
If performance isn't where you need it to be, you probably haven't provided your managers with a High-Performance Coaching system to follow to achieve your strategic goals. With one in place, they'll maximise the performance of their frontline teams and deliver the results you're seeking.
GAME ON is a business parable that will show you how to make this performance shift. The story comes from our extensive experience at increasing sales, productivity and customer experience in the contact centres and retail networks of more than 50 large organisations. Some of the things you'll learn:
How to win: the High-Performancebehaviours that create success
How to coach: the six High-Performance Coaching techniques yourmanagers need to use
When to coach: the Coaching Rhythmyour managers need to follow to maximise performance
Автор: Dew Robert Название: Customer Experience Innovation ISBN: 1787547876 ISBN-13(EAN): 9781787547872 Издательство: Emerald Рейтинг: Цена: 42000.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies.
Автор: Lafreniere, Daniel Название: Delivering fantastic customer experience ISBN: 0367347989 ISBN-13(EAN): 9780367347987 Издательство: Taylor&Francis Рейтинг: Цена: 63280.00 T Наличие на складе: Невозможна поставка. Описание: This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people or installers.
Автор: Michelli Joseph Название: Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System ISBN: 0071773541 ISBN-13(EAN): 9780071773546 Издательство: McGraw-Hill Рейтинг: Цена: 41170.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The internationally bestselling author of The Starbucks Experience reveals how UCLA Health System achieves the highest levels of excellence--and explains how business leaders in any industry can get the same results
Автор: Goodman John A. Название: Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service ISBN: 081443388X ISBN-13(EAN): 9780814433881 Издательство: McGraw-Hill Рейтинг: Цена: 22950.00 T Наличие на складе: Невозможна поставка. Описание: With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. This book provides guidance on what works, what doesn`t - and the revenue and word-of-mouth payoff of getting it right.
The Journey to WOW delivers deep and unique insights into creating fierce customer loyalty, and transforming an organization's culture into one obsessed with customer experience. It will resonate with anyone looking to improve their company's customer experience, and anyone who deals with customers -- from the newbie part-time employee to the corporate CEO.
The book examines the kinds of experiences we've all had as customers -- things that so many organizations seem blind to. Situations like the inability to actually talk with a human, impenetrable phone systems, frustrating processes and uncaring people. It drives home the reality that these flaws exist in every company, and that they are silent killers of sales and customer loyalty.
Most importantly, The Journey to WOW shows exactly how to start seeing the flaws in your company and what you can do to fix them. Its lighthearted business novel format will draw you in, then deliver more than a few surprising "ah-ha" moments. It will forever change the way you look at your business."
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