CUSTOMER EXPERIENCE MANAGEMENT REBOOTED ARE YOU AN EXPERIENCE BRAND OR AN EFFICIENCY BRAND

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Customer Experience Management Rebooted

Author : Steven Walden
ISBN : 9781349949052
Genre : Business & Economics
File Size : 32.68 MB
Format : PDF, Kindle
Download : 265
Read : 787

Walden shows why most customer experience management fails to improve the customer’s real experience and how to concentrate on the subjective emotional perceptions that drive the customer’s actual “experience” rather than the quantitative service efficiency metrics gathered by most CX tools. Customer experience management is not about managing every objective “experience” your customers have with you. It’s about understanding, measuring and creating “experiences” that customers “value”. So while service and efficiency are wonderful things, they represent "business as usual"; the ticket to the game, the platform from which “experiences” are created not the experience itself! The message of this book is that businesses are at risk! Their uber focus on efficiency is leading them to miss the chance to connect more closely with their customer base and deliver on the creative potential of their brand. They ignore the fact that technology is an enabler of the “experience” it is not “the experience”. Customers are not data – they are people: living, breathing, contradictory, infuriating bundles of cognitive and emotionally-driven responses to stimuli. “Experience” deals with how customers think, feel and behave – the things that motivate them to act which go beyond frequently forgettable efficiency. This means differentiating by providing new and better experiences based on a deeper understanding of what motivates customers to buy. To do that we must leave the objective, quantitative, world of quality management and enter the subjective, qualitative, world of customer’s psychology. Walden reboots our understanding of customer experience, showing us what it means, how to measure it, what we need to do to manage it and how we can gain financially from it. Understand, measure, create and do – but first of all, understand.
Category: Business & Economics

Customer Experience Management Rebooted Are You An Experience Brand Or An Efficiency Brand

Author : Steven Walden
ISBN : 1349956724
Genre : Business & Economics
File Size : 34.16 MB
Format : PDF, ePub, Mobi
Download : 875
Read : 425

Walden shows why most customer experience management fails to improve the customer's real experience and how to concentrate on the subjective emotional perceptions that drive the customer's actual "experience" rather than the quantitative service efficiency metrics gathered by most CX tools. Customer experience management is not about managing every objective "experience" your customers have with you. It's about understanding, measuring and creating "experiences" that customers "value." So while service and efficiency are wonderful things, they represent "business as usual"; the ticket to the game, the platform from which "experiences" are created not the experience itself! The message of this book is that businesses are at risk! Their uber focus on efficiency is leading them to miss the chance to connect more closely with their customer base and deliver on the creative potential of their brand. They ignore the fact that technology is an enabler of the "experience" it is not "the experience." Customers are not data - they are people: living, breathing, contradictory, infuriating bundles of cognitive and emotionally-driven responses to stimuli. "Experience" deals with how customers think, feel and behave - the things that motivate them to act which go beyond frequently forgettable efficiency. This means differentiating by providing new and better experiences based on a deeper understanding of what motivates customers to buy. To do that we must leave the objective, quantitative, world of quality management and enter the subjective, qualitative, world of customer's psychology. Walden reboots our understanding of customer experience, showing us what it means, how to measure it, what we need to do to manage it and how we can gain financially from it. Understand, measure, create and do - but first of all, understand.
Category: Business & Economics

How Performance Management Is Killing Performance And What To Do About It

Author : M. Tamra Chandler
ISBN : 9781626566781
Genre : Business & Economics
File Size : 81.41 MB
Format : PDF, Docs
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Rethink, Redesign, Reboot. Most people associate performance management with the annual review, which is universally dreaded by employees, management, and HR professionals alike. It's a cookie-cutter, fear-based, top-down approach that emphasizes negatives over positives and stifles healthy career conversations. It's never been shown to motivate anyone to do anything but try to avoid it, but nobody feels like they have any alternative. Tamra Chandler has one—and it works. Actually, Chandler doesn't offer a single alternative—she offers an infinite number of them. Each organization that uses her Performance Management Reboot is able to develop its own unique version since it doesn't make a lot of sense for organizations with different cultures, in different industries and sectors, to do things exactly the same way. Grounded in the latest scientific findings about motivation, it's a transparent, employee-driven process that values collaboration over competition and rewards people for acquiring new skills and increasing their contribution instead of hitting arbitrary benchmarks. Chandler lays out the general principles and then walks you through each step in creating a performance management process that employees will actually embrace rather than avoid and that will help you meet the three objectives of great performance management: developing your people, rewarding them equitably, and driving your organization's performance. It's the first comprehensive, step-by-step guide to creating a performance management solution that's tailored to your organization's needs and goals and that places the emphasis squarely on your greatest asset: your people.
Category: Business & Economics

Frag Immer Erst Warum

Author : Simon Sinek
ISBN : 9783864146510
Genre : Business & Economics
File Size : 87.77 MB
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Am Beginn einer jeden Erfolgsgeschichte steht eine einfache Frage: Warum? Warum sind manche Organisationen profitabler als andere? Warum werden einige Führungskräfte von ihren Mitarbeitern mehr geschätzt und andere weniger? Warum sind manche Menschen in der Lage, immer und immer wieder erfolgreich zu sein? In seinem Bestseller, der nun zum ersten Mal in deutscher Sprache erscheint, zeigt Simon Sinek, dass erfolgreiche Persönlichkeiten wie Martin Luther King Jr. oder Steve Jobs alle nach demselben, natürlichen Muster dachten, handelten und kommunizierten. Am Anfang ihres Wirkens stand immer die Frage nach dem Warum. Mit diesem Ansatz schafften sie es, bedeutende Dinge zu vollbringen und darüber hinaus ihre Mitstreiter zu inspirieren. Sich an diesen Vorbildern orientierend, gibt Sinek in seinem Ratgeber nun Führungskräften, Unternehmen, aber auch Privatpersonen einen Leitfaden an die Hand, der zum endgültigen Erfolg verhilft. Dabei erklärt er das so erfolgreiche Muster, welches dem goldenen Schnitt ähnlich ist, und auf den drei elementaren Fragen basiert: Warum? Wie? Was? Dadurch eröffnen sich dem Leser völlig neue Möglichkeiten und er wird lernen, dass die Motivierung von Mitarbeitern viel zielführender ist als ihre Manipulation! Und dies geht ganz einfach: einfach »Warum?« fragen.
Category: Business & Economics

Askgaryvee

Author : Gary Vaynerchuk
ISBN : 9783960920472
Genre : Self-Help
File Size : 73.74 MB
Format : PDF, ePub
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Fast 50 Millionen aufgerufene Videos auf Youtube, 1,5 Millionen Follower bei Twitter, 2,2 Millionen bei Facebook, New York Times- und Wall Street Journal-Bestsellerautor – Gary Vaynerchuk ist einer der erfolgreichsten Social-Media-Gurus überhaupt. Seine Karriere liest sich wie ein modernes Märchen: Als Kind weißrussischer Einwanderer machte er aus dem Weingeschäft seines Vaters ein Millionen-Imperium – dank E-Commerce. Zusätzlich startete er seinen eigenen Video-Blog auf Youtube, den sich mittlerweile Millionen Gründer und Entrepreneure angesehen haben. In "#AskGaryVee" sind die nützlichsten und interessantesten Fragen des Video-Blogs mit Garys Antworten zusammengestellt und erweitert. Von erfolgreichen Twitter-Strategien für kleine Unternehmen über die Kunst, Promis für die eigene Marke zu gewinnen, bis hin zum wirksamen Launch neuer Produkte. Egal ob man sein eigenes Start-up gründet, in der Digitalbranche arbeitet oder in einer ganz klassischen Firma anheuert, "#AskGaryVee" ist das essenzielle Handbuch, um Großes zu leisten.
Category: Self-Help

Server Disk Management In A Windows Environment

Author : Drew Robb
ISBN : 0203498747
Genre : Computers
File Size : 21.61 MB
Format : PDF, Mobi
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Hard drives and disk management receive scant attention from the industry press, yet recent surveys have identified disk failure as the #1 source of server downtime. Combine this fact with the skyrocketing TCO of data storage management, and it is apparent that server disk management is a subject deserving of much more scrutiny. Server Disk Management in a Windows Environment explains the basic elements of disks and disk architectures, and explores how to successfully manage and maintain functionality within a Windows environment. The author focuses on critical issues that are often ignored by other books on this subject, issues including disk quotas, fragmentation, optimization, hard drive reliability, asset management, software deployment, and system forensics. This book is a valuable resource for IT veterans and those who are less tech-savvy. Students and IT newcomers can access multiple definitions and examples of fundamentals such as disk organization, file systems, and basic maintenance actions. Chapters examining hardware and software management and industry trends provide further insight into how you can maintain and monitor disks, and have them perform at maximum efficiency.
Category: Computers

No 1 Brands

Author : Klaus-Dieter Koch
ISBN : 3280054974
Genre :
File Size : 41.2 MB
Format : PDF, Kindle
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Wirtschaft im Allgemeinen und Markenmanagement im Besonderen ist keine Wissenschaft, in der man allgemein gültige Erfolgsmuster ableiten und mit hoher Erfolgswahrscheinlichkeit anwenden kann, sondern Handwerk – verbunden mit viel Glück und Zufall. Daneben braucht es aber auch immer jemanden, der diese konsistent und mit aller Konsequenz umsetzt und sich mit seiner ganzen Persönlichkeit für die Belange der Marke einsetzt. Haltung, Integrität und Rückgrat der handelnden Personen auf Basis von respektvoll erworbenem Wissen, das frei von persönlichen Eitelkeiten und Machtspielen zum Nutzen der Marke und damit für den sicheren Fortbestand des Unternehmens eingesetzt wird, ist der Königsweg zu erfolgreichen Marken. Das Buch hat zum Ziel, die zwei Erfolgstreiber erfolgreicher Markensysteme, Erfahrungswissen und Persönlichkeit, aus verschiedensten Perspektiven zu beleuchten. Zwölf scharf umrissene, hochaktuelle Themen aus der täglichen, handwerklichen Arbeit der Autoren werden zwölf Interviews mit Markenverantwortlichen aus unterschiedlichsten Branchen gegenübergestellt. Darin versuchen renommierte Wirtschaftsjournalisten, den Persönlichkeiten hinter den Marken und ihrem Antrieb auf die Spur zu kommen.
Category:

Brandfuture

Author : Achim Feige
ISBN : 3280052408
Genre : Branding (Marketing)
File Size : 49.13 MB
Format : PDF, Mobi
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Category: Branding (Marketing)

Guerilla Marketing Des 21 Jahrhunderts

Author : Jay Conrad Levinson
ISBN : 9783593508535
Genre : Business & Economics
File Size : 77.60 MB
Format : PDF, ePub, Mobi
Download : 549
Read : 1096

Kleiner Einsatz, große Wirkung Einfallsreiche Werbeaktionen, die möglichst wenig Geld kosten - das ist der Grundgedanke des Guerilla Marketings. Der Marketing-Experte Jay C. Levinson präsentiert in diesem Standardwerk sein revolutionäres Konzept: kreative Ideen und Aktionen, die mit kleinem Mitteleinsatz große Wirkungen erzeugen. Dabei zieht er alle Register und beweist anhand vieler praktischer Beispiele, wie einfach es ist, Chancen für sich zu nutzen und das Marketing schneller, schlanker, flexibler und effektiver zu machen.
Category: Business & Economics

Library Journal

Author :
ISBN : UVA:X006065772
Genre : Internet access for library users
File Size : 24.52 MB
Format : PDF, Docs
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Category: Internet access for library users