The Customer Experience Field Guide
Author : David D. Fish
Publisher :
Page : 265 pages
File Size : 13,20 MB
Release : 2021-03-05
Category :
ISBN : 9781665300759
Customer Experience Management Field Manual
Author :
Publisher :
Page : 265 pages
File Size : 49,87 MB
Release : 2019-11
Category :
ISBN : 9781735314020
Book Description
This is a reference field guide for customer experience management professionals to use in their work. It discusses a customer experience management program as a holistic and integrated set of eight core functions and offers frameworks for creating a new, or refining an existing, CX program.
Customer Experience Field Manual
Author :
Publisher :
Page : pages
File Size : 35,17 MB
Release : 2020-01-10
Category :
ISBN : 9781735314006
Book Description
This is a reference field guide for customer experience management professionals to use in their work. It discusses a customer experience management program as a holistic and integrated set of six core functions and offers frameworks for creating a new, or refining an existing, customer experience (CX) management program.
Managing the Customer Experience
Author : Shaun Smith
Publisher : Pearson Education
Page : 284 pages
File Size : 37,21 MB
Release : 2002
Category : Business & Economics
ISBN : 9780273661955
Book Description
You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocatesshows you how to manage your customer experience and reap the rewards.
Selling the Invisible
Author : Harry Beckwith
Publisher : Business Plus
Page : 137 pages
File Size : 22,98 MB
Release : 2000-10-15
Category : Business & Economics
ISBN : 0759521522
Book Description
SELLING THE INVISIBLE is a succinct and often entertaining look at the unique characteristics of services and their prospects, and how any service, from a home-based consultancy to a multinational brokerage, can turn more prospects into clients and keep them. SELLING THE INVISIBLE covers service marketing from start to finish. Filled with wonderful insights and written in a roll-up-your-sleeves, jargon-free, accessible style, such as: Greatness May Get You Nowhere Focus Groups Don'ts The More You Say, the Less People Hear & Seeing the Forest Around the Falling Trees.
The Innovator's Field Guide
Author : Peter Skarzynski
Publisher : John Wiley & Sons
Page : 293 pages
File Size : 13,10 MB
Release : 2014-02-19
Category : Business & Economics
ISBN : 1118644395
Book Description
A step-by-step guide to successfully transforming any organization It is well recognized that succeeding at innovation is fundamental in today's hyper-competitive global marketplace. It is the only way to outperform current and emerging competitors sustainably. But what we call “innovation” is messy and difficult and too often lacks the rigor and discipline of other management processes. The Innovator's Field Guide: Market Tested Methods and Frameworks to Help You Meet Your Innovation Challenges changes that. It is a practical guide that moves beyond the “why” to the “how” of making innovation happen, for leaders and practitioners inside organizations of all sizes. Written by two pioneers in the field of embedding innovation in organization, The Innovator's Field Guide focuses on the most pressing innovation problems and specific challenges innovation leaders will face and offers concrete solutions, tools, and methods to overcome them. Each chapter describes a specific innovation challenge and details proven ways to address that challenge Includes practical ideas, techniques, and leading practices Describes common obstacles and offers practical solutions Any leader or professional who needs concrete solutions—right now—to the critical challenges of innovation will find invaluable aid in the practical, easy-to-understand, and market-tested approaches of The Innovator's Field Guide.
The Scrum Field Guide
Author : Mitch Lacey
Publisher : Addison-Wesley Professional
Page : 415 pages
File Size : 36,58 MB
Release : 2012
Category : Computers
ISBN : 0321554159
Book Description
Thousands of IT professionals are being asked to make Scrum succeed in their organizations-including many who weren't involved in the decision to adopt it. If you're one of them, The Scrum Field Guide will give you skills and confidence to adopt Scrum more rapidly, more successfully, and with far less pain and fear. Long-time Scrum practitioner Mitch Lacey identifies major challenges associated with early-stage Scrum adoption, as well as deeper issues that emerge after companies have adopted Scrum, and describes how other organizations have overcome them. You'll learn how to gain "quick wins" that build support, and then use the flexibility of Scrum to maximize value creation across the entire process. In 30 brief, engaging chapters, Lacey guides you through everything from defining roles to setting priorities to determining team velocity, choosing a sprint length, and conducting customer reviews. Along the way, he explains why Scrum can seem counterintuitive, offers a solid grounding in the core agile concepts that make it work, and shows where it can (and shouldn't) be modified. Coverage includes Getting teams on board, and bringing new team members aboard after you've started Creating a "definition of done" for the team and organization Implementing the strong technical practices that are indispensable for agile success Balancing predictability and adaptability in release planning Keeping defects in check Running productive daily standup meetings Keeping people engaged with pair programming Managing culture clashes on Scrum teams Performing "emergency procedures" to get sprints back on track Establishing a pace your team can truly sustain Accurately costing projects, and measuring the value they deliver Documenting Scrum projects effectively Prioritizing and estimating large backlogs Integrating outsourced and offshored components Packed with real-world examples from Lacey's own experience, this book is invaluable to everyone transitioning to agile: developers, architects, testers, managers, and project owners alike.
A Field Guide for Immersion Writing
Author : Robin Hemley
Publisher : University of Georgia Press
Page : 206 pages
File Size : 47,62 MB
Release : 2012-03-01
Category : Language Arts & Disciplines
ISBN : 0820343730
Book Description
For centuries writers have used participatory experience as a lens through which to better see the world at large and as a means of exploring the self. Considering various types of participatory writing as different strains of one style—immersion writing—Robin Hemley offers new perspectives and practical advice for writers of this nonfiction genre. Immersion writing can be broken down into the broad categories of travel writing, immersion memoir, and immersion journalism. Using the work of such authors as Barbara Ehrenreich, Hunter S. Thompson, Ted Conover, A. J. Jacobs, Nellie Bly, Julio Cortazar, and James Agee, Hemley examines these three major types of immersion writing and further identifies the subcategories of the quest, the experiment, the investigation, the infiltration, and the reenactment. Included in the book are helpful exercises, models for immersion writing, and a chapter on one of the most fraught subjects for nonfiction writers—the ethics and legalities of writing about other people. A Field Guide for Immersion Writing recalibrates and redefines the way writers approach their relationship to their subjects. Suitable for beginners and advanced writers, the book provides an enlightening, provocative, and often amusing look at the ways in which nonfiction writers engage with the world around them. A Friends Fund Publication.
Service Design for Business
Author : Ben Reason
Publisher : John Wiley & Sons
Page : 214 pages
File Size : 41,8 MB
Release : 2015-12-14
Category : Business & Economics
ISBN : 1118988922
Book Description
A 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 more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.
The Field Guide to Dumb Birds of North America
Author : Matt Kracht
Publisher : Chronicle Books
Page : 178 pages
File Size : 38,90 MB
Release : 2019-04-02
Category : Humor
ISBN : 1452177392
Book Description
National bestselling book: Featured on Midwest, Mountain Plains, New Atlantic, Northern, Pacific Northwest and Southern Regional Indie Bestseller Lists Perfect book for the birder and anti-birder alike A humorous look at 50 common North American dumb birds: For those who have a disdain for birds or bird lovers with a sense of humor, this snarky, illustrated handbook is equal parts profane, funny, and—let's face it—true. Featuring common North American birds, such as the White-Breasted Butt Nugget and the Goddamned Canada Goose (or White-Breasted Nuthatch and Canada Goose for the layperson), Matt Kracht identifies all the idiots in your backyard and details exactly why they suck with humorous, yet angry, ink drawings. With The Field Guide to Dumb Birds of North America, you won't need to wonder what all that racket is anymore! • Each entry is accompanied by facts about a bird's (annoying) call, its (dumb) migratory pattern, its (downright tacky) markings, and more. • The essential guide to all things wings with migratory maps, tips for birding, musings on the avian population, and the ethics of birdwatching. • Matt Kracht is an amateur birder, writer, and illustrator who enjoys creating books that celebrate the humor inherent in life's absurdities. Based in Seattle, he enjoys gazing out the window at the beautiful waters of Puget Sound and making fun of birds. "There are loads of books out there for bird lovers, but until now, nothing for those that love to hate birds. The Field Guide to Dumb Birds of North America fills the void, packed with snarky illustrations that chastise the flying animals in a funny, profane way. " – Uncrate A humorous animal book with 50 common North American birds for people who love birds and also those who love to hate birds • A perfect coffee table or bar top conversation-starting book • Makes a great Mother's Day, Father's Day, birthday, or retirement gift
