Blueprint for Customer Obsession PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Blueprint for Customer Obsession PDF full book. Access full book title Blueprint for Customer Obsession by B. A. Marbue Brown. Download full books in PDF and EPUB format.
Author: B. A. Marbue Brown
Publisher: Xulon Press
ISBN: 9781662858505
Category : Business & Economics
Languages : en
Pages : 0
Get Book
Book Description
Customer Obsession is the secret sauce that has fueled the success of some of the world's most beloved and successful brands, including Amazon.com, Apple, Costco, Trader Joe's, and Zappos. The phrase was popularized by Amazon.com to describe the extreme approach to prioritizing customers that has established the company as a model of customer experience excellence to be emulated. That obsessive emphasis on prioritizing customers is also credited as a key factor in Amazon's rise to become one of the most dominant companies across the globe. Other companies like Costco, Trader Joe's, and Zappos that are legendary for their customer experience excellence have a similarly extreme approach to prioritizing customers even though they didn't initially refer to themselves as Customer Obsessed. They're also known for industry leading business results. Yet very few companies have achieved the level of customer experience excellence that earns them the right to be called Customer Obsessed. This book, Blueprint for Customer Obsession, lays out the eight habits and practices that distinguish Customer Obsessed companies from their "Customer Focused" or "Customer Centric" peers and makes the secret sauce of Customer Obsession accessible to business leaders worldwide. Blueprint for Customer Obsession demonstrates with concrete examples that Customer Obsession is not just a slogan, a catchphrase, or a rallying cry. It is a handbook for any leader that wants to engineer a Customer Obsession transformation in their company or business unit. Marbue Brown is an accomplished customer experience executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. He transformed the Andon Cord mechanism at Amazon.com from a primarily manually activated system to a primarily automated system, triggered by machine learning and statistical models. The Andon Cord is one of the most significant programs Amazon.com uses to personify its Customer Obsession culture. Marbue devised and codified the NSAT Improvement Approach at Microsoft, which business units and subsidiaries used to dramatically improve CX. He co-authored landmark articles about customer experience measurements that are widely cited in industry. He is a sought-after speaker and published author on customer experience, business strategy and economic policy.
Author: B. A. Marbue Brown
Publisher: Xulon Press
ISBN: 9781662858505
Category : Business & Economics
Languages : en
Pages : 0
Get Book
Book Description
Customer Obsession is the secret sauce that has fueled the success of some of the world's most beloved and successful brands, including Amazon.com, Apple, Costco, Trader Joe's, and Zappos. The phrase was popularized by Amazon.com to describe the extreme approach to prioritizing customers that has established the company as a model of customer experience excellence to be emulated. That obsessive emphasis on prioritizing customers is also credited as a key factor in Amazon's rise to become one of the most dominant companies across the globe. Other companies like Costco, Trader Joe's, and Zappos that are legendary for their customer experience excellence have a similarly extreme approach to prioritizing customers even though they didn't initially refer to themselves as Customer Obsessed. They're also known for industry leading business results. Yet very few companies have achieved the level of customer experience excellence that earns them the right to be called Customer Obsessed. This book, Blueprint for Customer Obsession, lays out the eight habits and practices that distinguish Customer Obsessed companies from their "Customer Focused" or "Customer Centric" peers and makes the secret sauce of Customer Obsession accessible to business leaders worldwide. Blueprint for Customer Obsession demonstrates with concrete examples that Customer Obsession is not just a slogan, a catchphrase, or a rallying cry. It is a handbook for any leader that wants to engineer a Customer Obsession transformation in their company or business unit. Marbue Brown is an accomplished customer experience executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. He transformed the Andon Cord mechanism at Amazon.com from a primarily manually activated system to a primarily automated system, triggered by machine learning and statistical models. The Andon Cord is one of the most significant programs Amazon.com uses to personify its Customer Obsession culture. Marbue devised and codified the NSAT Improvement Approach at Microsoft, which business units and subsidiaries used to dramatically improve CX. He co-authored landmark articles about customer experience measurements that are widely cited in industry. He is a sought-after speaker and published author on customer experience, business strategy and economic policy.
Author: Eric Berridge
Publisher: John Wiley & Sons
ISBN: 1119326060
Category : Business & Economics
Languages : en
Pages : 244
Get Book
Book Description
Optimize the customer experience via the cloud to gain a powerful competitive advantage Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC report shows that it accounts for less than three percent of total IT spending; why are so many companies neglecting such an enormous asset? This book provides a high-level overview of how the cloud can give you a competitive advantage. You'll learn how to integrate cloud technology into sound customer experience strategy to achieve unprecedented levels of success. More than just a state-of-the-field assessment, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization. You'll examine the many factors that influence the customer experience, and emerge with the insight to fine-tune your approach using the power of the cloud. What kind of advantage is your company leaving on the table? This book guides you through the key drivers of customer success to help you optimize your approach and leverage the future of global technology. Learn the keys to competitive advantage in the digital era Gain insight into each element that affects customer experience Harness the power of the cloud to achieve customer success Follow a prescriptive framework for optimizing customer experience We are in the golden age of IT innovation, but the majority of companies haven't even adopted cloud technology, much less begun to utilize its full business capabilities. Jump into the gap now, and reap the benefits as other struggle to catch up. Customer Obsessed gives you the guidance you need to achieve sustainable success in today's digital world.
Author: Carmine Gallo
Publisher: St. Martin's Press
ISBN: 1250278341
Category : Business & Economics
Languages : en
Pages : 195
Get Book
Book Description
The communication and leadership secrets of Jeff Bezos and how to master them, from the bestselling author of Talk Like Ted. Jeff Bezos is a dreamer who turned a bold idea into the world’s most influential company, a brand that likely touches your life every day. As a student of leadership and communication, he learned to elevate the way Amazonians write, collaborate, innovate, pitch, and present. He created a scalable model that grew from a small team in a Seattle garage to one of the world’s largest employers. The Bezos Blueprint by Carmine Gallo reveals the communication strategies that Jeff Bezos pioneered to fuel Amazon’s astonishing growth. As one of the most innovative and visionary entrepreneurs of our time, Bezos reimagined the way leaders write, speak, and motivate teams and customers. The communication tools Bezos created are so effective that former Amazonians who worked directly with Bezos adopted them as blueprints to start their own companies. Now, these tools are available to you.
Author: Ad Nederlof
Publisher:
ISBN: 9780971965201
Category : Business & Economics
Languages : en
Pages : 276
Get Book
Book Description
Author: Jon Picoult
Publisher: McGraw Hill Professional
ISBN: 1264258798
Category : Business & Economics
Languages : en
Pages : 289
Get Book
Book Description
If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business. Acclaimed customer experience expert Jon Picoult explains why building customer loyalty requires leaving indelible positive impressions on everyone you work with—not just shaping their experiences, but also shaping their memories. Picoult explores the cognitive science behind great customer experiences, pinpointing the breakthrough, psychology-based strategies that both industry leaders (like Apple, Disney, and Southwest Airlines) as well as fast-growing startups (like BILT and Framebridge) use to shape people’s perceptions and sculpt unforgettable impressions—thereby turning more sales prospects into customers, and more customers into obsessed brand ambassadors. Packed with intriguing case studies, engaging stories, and eye-opening research, the book details these proven principles and illustrates how they can be applied to almost any type of business or customer. Examples include cases that show how to: • Create Peaks & Avoid Valleys—leverage the science of memory to etch positive impressions in people’s minds, by creating greater experiential peaks and fewer experiential valleys. • Give the Perception of Control—the almost magical power of giving customers a sense of agency, via choice and expectation-setting, causing them to feel better about the experience a business is already delivering. • Make It Effortless—make interactions easy for customers, not just from a physical perspective, but also a cognitive one, to satisfy today’s demand for simplicity and convenience. • Stir Emotion—harness the power of emotion as a memory cue, by infusing customer experiences with emotional resonance, highlighting positive feelings while stemming negative ones. No matter what kind of constituency you serve—customers or colleagues, individuals or institutions, employees or employment candidates—this book will help you do it with distinction. Picoult’s message is particularly relevant for managers, as he shows the parallels between how great companies cultivate engagement with customers, and how great leaders accomplish the same with their workforce. From Impressed to Obsessed reveals the what, the why, and—most importantly—the how behind great customer experiences. Filled with actionable insights, the book provides an invaluable roadmap for becoming the company that everyone wants to do business with, the employer everyone wants to work for, and the leader everyone wants to follow.
Author: Milkyway Media
Publisher: Milkyway Media
ISBN:
Category : Business & Economics
Languages : en
Pages : 22
Get Book
Book Description
Get the Summary of Carmine Gallo's The Bezos Blueprint in 20 minutes. Please note: This is a summary & not the original book. "The Bezos Blueprint" delves into the communication strategies that propelled Amazon's success, focusing on Jeff Bezos's ban on PowerPoint in favor of written narratives. The book explores Bezos's writing skills, particularly in his shareholder letters, and how his communication methods have influenced leaders and entrepreneurs...
Author: Emily Heyward
Publisher: Penguin
ISBN: 0593084314
Category : Business & Economics
Languages : en
Pages : 242
Get Book
Book Description
The 2020 Porchlight Marketing & Sales Book of the Year The cofounder and chief branding officer of Red Antler, the branding and marketing company for startups and new ventures, explains how hot new brands like Casper, Allbirds, Sweetgreen, and Everlane build devoted fan followings right out of the gate. We're in the midst of a startup revolution, with new brands popping up every day, taking over our Instagram feeds and vying for our affection. Every category is up for grabs, and traditional brands are seeing their businesses erode as hundreds of small companies encroach on their territory, each hoping to become the next runaway success. But it's not enough to have a great idea, or a cool logo. Emily Heyward founded Red Antler, the Brooklyn based brand and marketing company, to help entrepreneurs embed brand as a driver of business success from the beginning. In Obsessed, Heyward outlines the new principles of what it takes to build and launch a brand that has people queuing up to buy it on opening day. She takes you behind the scenes of the creation of some of today's hottest new brands, showing you: • How Casper was able to upend the mattress industry by building a beloved brand where none had existed before • How the dating app Hinge won a fanatical user base and great word-of-mouth with the promise that the app was "designed to be deleted" • Why luggage startup Away, now valued at $1.4 billion, could build their brand around love of travel by launching with just one product--a hard-shell carry-on suitcase--rather than a whole range of luggage offerings. Whether you're starting a new business, launching a new product line, or looking to refresh a brand for a new generation of customers, Obsessed shows you why the old rules of brand-building no longer apply, and what really works for today's customers.
Author: Victor Steele
Publisher: Independently Published
ISBN:
Category :
Languages : en
Pages : 0
Get Book
Book Description
In today's highly competitive market, businesses constantly seek ways to gain an edge over their competitors. The key to success lies in building a culture of customer obsession that focuses on understanding customers' needs, wants, and pain points and then delivering exceptional experiences that exceed their expectations. In "Customer Obsession," author Victor Steele explores the concept of customer obsession and provides actionable insights and strategies that businesses can use to transform their customer experience. Drawing on real-world examples and case studies, this book takes readers on a journey to understand the critical importance of customer obsession and its impact on business success. Through the pages of this book, readers will learn how to: Develop a deep understanding of their customer's needs and preferences Create a customer-centric culture within their organization Design and deliver exceptional customer experiences at every touchpoint Measure and optimize their customer experience to drive business growth Whether you're a startup founder or a seasoned business leader, "Customer Obsession" will inspire you to rethink your approach to customer experience and equip you with the tools and strategies you need to build a genuinely customer-obsessed organization. If you're ready to transform your business and take your customer experience to the next level, then "Customer Obsession" is the book for you. Order your copy today and start your journey toward customer obsession!
Author: Peter Fisk
Publisher: John Wiley & Sons
ISBN: 1841127884
Category : Business & Economics
Languages : en
Pages : 384
Get Book
Book Description
Hello, I am your customer. Do you see the world like I do? It's simple really. Start with me and everything else follows. Together we can do extraordinary things. Are you ready? 10 building blocks, 30 practical tools, 50 inspirational stories. From Amazon to Banyan Tree, Quintessentially to Zipcars, explore 50 of the world's leading customer businesses. The rise of Air Asia, and the collaboration of Boeing; the segmented focus of Club Med, and the customer vision of Disney; the imagination of Camper, and the desire for the Nintendo Wii; the realism of Dove, and the tribal loyalty of Harley Davidson. The 'genius' of a customer-centric business is that it works from the outside in. It attracts, serves and retains the best customers as its route to profitability and growth. Isn't it about time you started doing business from the outside in?
Author: Dr. Dennis Khoo
Publisher: Marshall Cavendish International Asia Pte Ltd
ISBN: 9815009192
Category : Business & Economics
Languages : en
Pages : 490
Get Book
Book Description
Traditional banks are facing unprecedented disruption from challenger banks today. So why aren’t more of them launching challenger banks of their own? Well, two high-profile examples – JP Morgan’s Finn and RBS’s Bo – were launched with much fanfare, but both shuttered after less than a year. In light of this, the success of TMRW digital bank by UOB, launched in Thailand in 2019 and Indonesia in 2020, is astonishing. Dr Dennis Khoo, who created TMRW, shares with us the thinking behind the design of this revolutionary undertaking. At every step of the way, he and his team went against established paradigms and bucked conventional wisdom to build ASEAN’s first digital bank. Filled with visionary analysis and on-the-ground guidance, Driving Digital Transformation demonstrates how this success can be replicated across all industries. For any leader or organisation starting on a major digital initiative, this book is a must-read. “What makes this playbook particularly valuable is that it is written by Dennis Khoo, one of the sharpest minds in the industry.” – Mary Huen, CEO, Standard Chartered Hong Kong
