your customer rules delivering the me2b experiences that today s customers demand

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Your Customer Rules

Author : Bill Price
ISBN : 9781118954829
Genre : Business & Economics
File Size : 85. 70 MB
Format : PDF, Kindle
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What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips—and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success. Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. But as Bill Price and David Jaffe (authors of The Best Service is No Service) show, a new business model is emerging in which the customer directs the relationship. It is becoming a world of "Me2B"—one in which the customer, not the business, dictates the terms of engagement. In order for your business to thrive, you must create positive experiences to fulfill a range of customer needs. Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanging. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. Throughout this practical guidebook, Price and Jaffe share examples of companies who succeed by meeting these seven needs, including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey, Vente-Privee, and Yamato Transport, as well as those that didn't. Your Customer Rules! offers tailored advice for companies at every stage, from nimble startups to legacy firms with established customer service practices—and everyone in between. With a simple, elegant solution for driving lasting value for customers, Your Customer Rules! is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels—business owners, marketing managers, and anyone who works directly with customers.

The Best Service Is No Service

Author : Bill Price
ISBN : 9781118039397
Genre : Business & Economics
File Size : 34. 82 MB
Format : PDF, ePub, Mobi
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In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences

This Is Service Design Doing

Author : Marc Stickdorn
ISBN : 9781491927137
Genre : Computers
File Size : 60. 3 MB
Format : PDF, Docs
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How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You’ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used.You’ll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

Edge Strategy

Author : Alan Lewis
ISBN : 9781633690165
Genre : Business & Economics
File Size : 90. 27 MB
Format : PDF, ePub
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Are you missing opportunities for growth that are right in front of you? In today’s volatile economic environment, filled with uncertainty and sudden change, the forces pushing you to stay focused on the core business are extremely powerful. Profiting from the core is crucial, but the danger is that overfocus on the core can blind companies. Scanning the horizon for new markets and new products can also be tempting, but risky. Fixating too much on either strategy can cause you to miss the substantial opportunities for growth that are often hidden in plain sight, at the edge of the core business. In this insightful yet practical book, strategy experts Alan Lewis and Dan McKone articulate a mindset that helps leaders recognize and capitalize on these opportunities. The Edge Strategy framework challenges how the boundaries of your existing products and services map to your customers’ views of the world and then provides three different lenses through which you can see and leverage value: • Product edge. How to capture incremental profits and other benefits by slightly altering the elements and composition of a core offering • Journey edge. How to create and capture extra value by adjusting your role in supporting the customer’s journey to and through your offering • Enterprise edge. How to unlock additional value from resources and capabilities that support your core offering by applying them in a different context, for a different offering or different set of customers With engaging examples across many industries, Lewis and McKone coach you on how to identify and assess each of the different “edges” and then provide concrete insights and advice on applying edge strategy and tactics to use in specific business contexts. The book concludes with a ten-step process to help executives and managers find and leverage the edges in their own companies. Edge Strategy is the concise, hands-on guide for growing your business by getting more yield from assets already in place, relationships already established, and investments already made.

Customer Innovation

Author : Marion Debruyne
ISBN : 9780749471651
Genre : Business & Economics
File Size : 58. 75 MB
Format : PDF
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A new set of organizations has discovered a new formula: they combine customer-centricity with innovative power. These organizations have created a completely outside-in approach to the market. Not driven by what they're good at, they start with the market and design their strategy around it, replacing practices of the past with a new set of capabilities which enable them to be ahead of the curve in discovering new market opportunities. Whereas the traditional value chain model regards the market as the end-outcome of the efforts of the organization, the reversed value chain model starts there. The customer is the starting point and the value chain is the result of understanding customer needs and requirements. Customer Innovation presents this unique case for developing the outside-in organization to drive your business success, combining market orientation with innovation to enable actionable positive change in the way your company does business. Winner of the Innovation and Entrepreneurship category of the 2015 CMI Management Book of the Year Awards, Customer Innovation provides every business with the framework it needs to combine customer focus with innovation to achieve success. It is packed with real world examples from a range of leading global companies including Disney, Coca-Cola, LEGO, Eurex, Netflix, KLM, Carglass, Komatsu, Callebaut and more to help you put market awareness at the heart of your business.

Managing The Customer Experience

Author : Shaun Smith
ISBN : 0273661957
Genre : Business & Economics
File Size : 83. 33 MB
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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.

The Intention Economy

Author : Doc Searls
ISBN : 9781422158524
Genre : Business & Economics
File Size : 68. 65 MB
Format : PDF, ePub
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Describes an economy driven by consumer intent, where vendors must respond to the actual intentions of customers instead of vying for the attention of many.

Wheat Facts And Futures 2009

Author : Dixon, J.
ISBN :
Genre : Wheat
File Size : 36. 20 MB
Format : PDF, Docs
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The Trust Economy Building Strong Networks And Realising Exponential Value In The Digital Age

Author : Philipp Kristian Diekhöner
ISBN : 9789814779173
Genre : Business & Economics
File Size : 72. 11 MB
Format : PDF, Kindle
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Airbnb, Uber, TripAdvisor, Bitcoin, Carousell – this is the way we live today. Over the past decade, one of the most revolutionary changes in our global economy has been the creation of trusted digital intermediaries. These platforms allow us – as individuals and as businesses – to exchange value with one another in new and better ways. We are experiencing a modern relationship renaissance, enabled by technology and powered by trust.But not everyone has succeeded equally. Corporate innovation efforts are often stymied by a culture of distrust that kills creativity, impedes progress and reduces competitive advantage. As incumbents lurch from one identity crisis to another and startups flood every industry from retail to insurance, only the most trusted players will succeed. The Trust Economy introduces a world-first structured model for building trust in six progressive stages. Whatever industry you’re in, whatever the size of your business, the trust model will set you on the path to reaping the most value from the opportunities and challenges of the digital age.

Syndiotactic Polystyrene

Author : Jürgen Schellenberg
ISBN : 0470556994
Genre : Technology & Engineering
File Size : 66. 41 MB
Format : PDF, ePub
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Syndiotactic Polystyrene (SPS), synthesized in a laboratory for the first time in 1985, has become commercialized in a very short time, with wide acceptance on the global plastics market. Written by leading experts from academia and industry from all over the world, Syndiotactic Polystyrene offers a comprehensive review of all aspects of SPS of interest to both science and industry, from preparation and properties to applications. This essential reference to SPS covers: The preparation of syndiotactic polystyrene by half-metallocenes and other transition metal catalysts The structure and fundamental properties, especially morphology and crystallization and solution behavior The commercial process for SPS manufacturing Properties, processing, and applications of syndiotactic polystyrenes Polymers based on syndiotactic polystyrenes, for example, by functionalization and modification, and nanocomposites Ideal for polymer chemists, physicists, plastics engineers, materials scientists, and all those dealing with plastics manufacturing and processing, this important resource provides the information one needs to compare, select, and integrate an appropriate materials solution for industrial use or research.

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