Outside In: The Power of Putting Customers at the Center of Your Business

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Amazon Publishing #ad - Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew twenty-two percent. In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage.

But how to excel at it?based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage. It starts with the concept of the customer experience ecosystem—proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, and programmers, as well as the policies, lawyers, processes, and technologies that all your employees use every day.

Outside In: The Power of Putting Customers at the Center of Your Business #ad - Identifying and solving these problems has the potential to dramatically increase sales and decrease costs. What simple innovation brought billions in new investments to fidelity? What basic misunderstanding was preventing Office Depot from achieving its growth potential? What surprising insights helped the Mayo Clinic better serve both doctors and patients?The solution in each case was a focus on customer experience, the most powerful—and misunderstood—element of corporate strategy today.

Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver.

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You've Got 8 Seconds: Communication Secrets for a Distracted World

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AMACOM #ad - Whether pitching a project, giving a speech, or just writing your next email, get remembered, selling a product, with You've Got 8 Seconds you'll get heard, and get results. That's not surprising-the average attention span has dropped to 8 seconds. Through fast, actionable tips, fun, You've Got 8 Seconds explains what works and what doesn't, what's forgettable and what sticks.

With stories, scripts, and examples of good and bad messages, the book reveals three main strategies: FOCUS: Design a strong message-then say it in seconds. Presence: Convey confidence and command attention. Variety: Make routine information come alive. You made a great point - but did anybody hear it? Every day at work, listen, people do three things: talk, and pretend to listen.

You've Got 8 Seconds: Communication Secrets for a Distracted World #ad - You'll discover practical techniques, including the Fast-Focus MethodTM that the author uses with leadership teams; how to stand out in the first seconds of a presentation; and 10 actions that spell executive presence. To get heard, be slightly different, says high-stakes communications expert Paul Hellman, you need to focus your message, and deliver with finesse.

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High-Impact Interview Questions: 701 Behavior-Based Questions to Find the Right Person for Every Job

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AMACOM #ad - Hire the best people. Hiring a dream employee takes more than a hunch. So how do you get past the polished exteriors and rehearsed replies to discover what applicants are actually like? High-Impact Interview Questions shows you how to dig deeper using competency-based behavioral interviewing methods to uncover truly relevant and useful information.

By having candidates describe specific, job-related situations rather than relying on traditional questions, you'll gain a clearer picture of past behaviors-and more accurately predict future performance. Most prospective hires come well prepared. Offering advice on evaluating answers and assessing cultural fit, social media usage, attention to detail, risk-taking, the second edition of High-Impact Interview Questions features dozens of all-new questions designed to gauge accountability, judgment, assertiveness, follow-through, and more.

High-Impact Interview Questions: 701 Behavior-Based Questions to Find the Right Person for Every Job #ad - Packed with hundreds of questions matched to in-demand skills, this user-friendly guide simplifies the process of selecting the right person for each position. This book helps you ask the tough but necessary questions that reveal the real person behind the resume. Ask the right questions.

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Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

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Jossey-Bass #ad - And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Written by jeanne bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive such as Chief Customer Officer, Vice President of Customer Experience, etc.

This book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. And it will take years off your learning curve. Manage and Honor Customers as Assets 2. One company accountability, Leadership & Decision Making Chief Customer Officer 2. 0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives.

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine #ad - Since 2002 she has led customerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. Proactive Experience Reliability and Innovation 5. A customer experience roadmap to Transform Your Business and Culture Chief Customer Officer 2. 0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.

Jeanne bliss pioneered the customer leadership Executive position, holding the role for twenty years at Lands’ End, Coldwell Banker, Allstate, Mazda and Microsoft Corporations.

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Good to Great to Gone: The 60 Year Rise and Fall of Circuit City

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Diversion Books #ad - It was the premier tv and appliance retailer in America with more than 500 stores from coast to coast and sales exceeding $10 billion. Any understanding of what makes great companies tick must also consider the question of how they can fall. Without them your company has nothing. Tony hsiehny times bestselling author of Delivering Happiness and CEO of Zappos, Inc.

Alan wurtzel’s good to great to Gone adds color and context to many of the compelling business strategy principles outlined in the Pursuit of Excellence. Robert watermanco-author of in search of excellence“Circuit City, founded when the South’s first TV station opened in Richmond in 1949, went on to become an iconic Virginia company.

Years later, Circuit City ceased to exist. With key takeaways at the end of each chapter, a changing consumer landscape, even in the wake of disruption, Wurtzel offers advice and guidance to ensure any business stays on track, and new competitors. Part social history, and part business strategy guide, part cautionary tale, Good to Great to Gone: The 60 Year Rise and Fall of Circuit City features a memorable story with critical leadership lessons.

Good to Great to Gone: The 60 Year Rise and Fall of Circuit City #ad - Alan wurtzel led circuit city to extraordinary success, one of a small handful of Fortune 500 companies to make a leap from good to great. For almost 50 years, circuit city was able to successfully navigate the constant changes in the consumer electronics marketplace and meet consumer demand and taste preferences.

WarnerU. S.

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Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service

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AMACOM #ad - The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, cutting-edge metrics, services and marketing Use CRM systems, and other tools to deliver customer satisfaction.

This groundbreaking guide reveals how to delight customers using the best tools available. With developments like smart phones, and speech analytics, mobile connectivity, social media, big data, businesses have more opportunities to enhance the customer experience than ever before. Not only that. Customers expect more.

Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service #ad - Unfortunately, delivering a series of frustrating, many companies fail to take advantage of and properly manage the tools that now exist, disjointed transactions that drive people away. Great companies provide seamless experiences, seeming to know what customers want before they know it themselves.

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Your Hidden Game: Ten Invisible Agreements That Can Make or Break Your Business

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Indie Books International #ad - Sharon identifies the ten agreements that are most essential to success in any business and lays out a roadmap for bringing your team into alignment so they can execute at higher and higher levels of performance. Sharon shares real stories from the front lines of her client businesses that demonstrate where organizational behavior goes awry and what leaders can do to get their teams on track toward their desired outcomes.

Simply put, by becoming aware of the hidden games being played in your business and intentionally reworking the rules, you’ll find yourself playing a new and more successful game. There is a hidden game being played in your business. It is made up of the unspoken rules, unquestioned assumptions, and the invisible agreements that define how your organization operates.

Your Hidden Game: Ten Invisible Agreements That Can Make or Break Your Business #ad - When you don’t know the hidden game exists, it runs you and your business. You aren’t playing the game—the game is playing you. In your hidden game, shows you how to bring these invisible agreements out on the table, business consultant and CEO of Think Business Growth, shine a light on them, Sharon Rich, and work out new agreements together.

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The Paradox of Choice: Why More Is Less, Revised Edition

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HarperCollins e-books #ad - Schwartz also shows how our obsession with choice encourages us to seek that which makes us feel worse. By synthesizing current research in the social sciences, anxiety, Schwartz makes the counter intuitive case that eliminating choices can greatly reduce the stress, and busyness of our lives. Whether we're buying a pair of jeans, choosing a doctor, selecting a long-distance carrier, ordering a cup of coffee, applying to college, or setting up a 401k, everyday decisions—both big and small—have become increasingly complex due to the overwhelming abundance of choice with which we are presented.

As americans, we assume that more choice means better options and greater satisfaction. And, in a culture that tells us that there is no excuse for falling short of perfection when your options are limitless, too much choice can lead to clinical depression. In the paradox of choice, barry schwartz explains at what point choice—the hallmark of individual freedom and self-determination that we so cherish—becomes detrimental to our psychological and emotional well-being.

The Paradox of Choice: Why More Is Less, Revised Edition #ad - . But beware of excessive choice: choice overload can make you question the decisions you make before you even make them, it can set you up for unrealistically high expectations, and it can make you blame yourself for any and all failures. He offers eleven practical steps on how to limit choices to a manageable number, have the discipline to focus on those that are important and ignore the rest, and ultimately derive greater satisfaction from the choices you have to make.

In the long run, anxiety, this can lead to decision-making paralysis, and perpetual stress. In accessible, and anecdotal prose, family, engaging, Schwartz shows how the dramatic explosion in choice—from the mundane to the profound challenges of balancing career, and individual needs—has paradoxically become a problem instead of a solution.

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REIGNITE: Transform from Burned Out to On Fire and Find New Meaning in Your Career and Life

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Lifestyle Entrepreneurs Press #ad - Is your work pleasant, do you instead feel emotionally exhausted and cynical with a lack of any sense of personal accomplishment? If so, and inspiring? Does it provide you with opportunities to innovate and create using all of your natural talents and abilities? Does work energize you and bring you joy and happiness?Or, enjoyable, you are probably burned out.

One thing is certain, you cannot live a life of happiness and passion driven purpose if you are burned out. Think about your job or career for a moment. I became burned out at my job as a family physician so I understand burnout. I became burned out once. Instead of finding deep satisfaction and happiness in your work it is probably something you have come to dread, like going back to work on Mondays.

REIGNITE: Transform from Burned Out to On Fire and Find New Meaning in Your Career and Life #ad - I should know. Within the pages of this book, I will show you how. I also learned what to do about it, how to FIX it!Learn how to transform from being burned out to ON FIRE and find new meaning in your career and life. I know firsthand how personally and professionally devastating it can be and how costly it can become to organizations.

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Story Driven: You don't need to compete when you know who you are

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Perceptive Press #ad - Whether you’re an individual or you’re representing an organisation or a movement, a city or a country, Story Driven gives you a framework to help you consistently articulate, live and lead with your story. They have a powerful sense of identity. Bernadette jiwa helps us learn how to create the change we seek to make in the world.

Seth godinevery one of us—regardless of where we were born, how we were brought up, how many setbacks we’ve endured or privileges we’ve been afforded—has been conditioned to compete to win. This book is about how to stop competing and start succeeding by being who you are, so you can do work you’re proud of and create the future you want to see.

Story Driven: You don't need to compete when you know who you are #ad - They don’t worry about differentiating themselves from the competition or obsess about telling the right story. When you have something to say, you don't need to shout. Ironically, the people who create fulfilling lives and careers—the ones we respect, admire and try to emulate—choose an alternative path to success.

Successful organisations and the people who create, build and lead them don’t feel the need to compete, because they know who they are and they’re not afraid to show us. How about you? what do you stand for? where are you headed and why? What’s been the making of you? What will make your career or company great? You must be able to answer these questions if you want to build a great company, thriving entrepreneurial venture or fulfilling career.

They tell the real story instead.

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