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Author: Blake Morgan
Publisher: HarperCollins Leadership
ISBN: 1400213649
Category : Business & Economics
Languages : en
Pages : 225
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Book Description
With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!
Author: Blake Morgan
Publisher: HarperCollins Leadership
ISBN: 1400213649
Category : Business & Economics
Languages : en
Pages : 225
Get Book
Book Description
With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!
Author: Blake Morgan
Publisher:
ISBN: 9781400213634
Category : Business & Economics
Languages : en
Pages : 224
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Book Description
Learn how to adopt ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective, to keep up with the demands of the customer of the future. Amazon has led the change in customers' expectations on how, when, and where they shop and make their purchasing decisions, while innovators like Netflix, Apple, Sephora, and Spotify have altered what we expect from the products we purchase. Technology has largely fueled these disruptions, and many traditional brick-and-mortar companies have gone bankrupt as the tried-and-true business models they built themselves around disappeared. Customers in the future will insist on experiences that make their lives significantly easier and better. The companies that will win their business will adapt, not by just proclaiming that customer experience is a priority but by embedding a customer focus into every aspect of their business. They'll understand how emerging technologies like artificial intelligence, automation, and analytics are changing the game and implement a strategy to integrate them into their products and processes. Customer experience futurist Blake Morgan explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't meet these new expectations won't last. The Customer of the Future will show you how to Learn the ten defining strategies for a customer experience-focused company Implement new techniques to shift the entire company from being product-focused to being customer-focused Gain insights through case studies and examples of how the world's most innovative companies are offering new and compelling customer experiences Create a leadership development and culture plan for your organization, to create lasting change
Author: C. Shaw
Publisher: Palgrave Macmillan
ISBN: 9781349320271
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
Customer Experience is now the key differentiator as consumers and businesses alike decide among competing brands. The authors explore growing trends in Experience Psychology, Social Media and Neuroscience and their impact on Customer Experience that businesses need to understand to gain preference, loyalty and market share.
Author: Nicholas Johnson
Publisher: FT Press
ISBN: 0134084594
Category : Business & Economics
Languages : en
Pages : 309
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Book Description
Reinvent marketing for your radically new environment: smarter, faster, more agile, more customer-driven! In this "by marketers, for marketers" primer, Nicholas Johnson offers evidence-based guidance for transforming what you do, and how you do it. The Future of Marketing shows how to anticipate and respond to relentless change in channels, media options, organizational relationships, technologies, markets, products, services – and most important of all, customers. Johnson investigates each key emerging trend marketers are facing, from shifting customer expectations and fragmenting media landscapes to the challenge of synthesizing vast troves of data into actionable knowledge. He explains how these trends are eradicating ‘marketing’ as we know it, and helps you respond by refashioning organizational structures, marketing campaigns, marketer roles, and much more. You’ll learn how to: ¿ Move from "campaigning" to storytelling and authentic conversations ¿ Achieve true ‘real-time marketing" and greater agility throughout the marketing function ¿ Migrate from big TV buys to a pervasive multi-channel/omni-channel approach ¿ Accelerate marketing processes, eliminate bureaucracy, and optimize agility ¿ Mitigate risk when everything’s moving at lightspeed ¿ And much more Johnson supports his recommendations by taking you behind the scenes with some of the world’s top marketing teams, at companies including L’Oreal, Old Navy, Time Warner, Adidas, HP, McDonalds, Wells Fargo, and Universal. These highly-successful marketers have recognized that they too must change to flourish in a radically new environment. Johnson shows how they’re planning and executing those changes – and how you can, too. Whether you’re a marketing executive, strategist, or manager, The Future of Marketing offers what your organization needs most: a clear path forward.
Author: Peter Cappelli
Publisher: Wharton School Press
ISBN: 1613631367
Category : Business & Economics
Languages : en
Pages : 109
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Book Description
A GLOBE & MAIL BEST BUSINESS BOOK OF 2021 The COVID-19 pandemic forced an unprecedented experiment that reshaped white-collar work and turned remote work into a kind of "new normal." Now comes the hard part. Many employees want to continue that normal and keep working remotely, and most at least want the ability to work occasionally from home. But for employers, the benefits of employees working from home or hybrid approaches are not so obvious. What should both groups do? In a prescient new book, The Future of the Office: Work from Home, Remote Work, and the Hard Choices We All Face, Wharton professor Peter Cappelli lays out the facts in an effort to provide both employees and employers with a vision of their futures. Cappelli unveils the surprising tradeoffs both may have to accept to get what they want. Cappelli illustrates the challenges we face by in drawing lessons from the pandemic and deciding what to do moving forward. Do we allow some workers to be permanently remote? Do we let others choose when to work from home? Do we get rid of their offices? What else has to change, depending on the approach we choose? His research reveals there is no consensus among business leaders. Even the most high-profile and forward-thinking companies are taking divergent approaches: --Facebook, Twitter, and other tech companies say many employees can work remotely on a permanent basis. --Goldman Sachs, JP Morgan, and others say it is important for everyone to come back to the office. --Ford is redoing its office space so that most employees can work from home at least part of the time, and --GM is planning to let local managers work out arrangements on an ad-hoc basis. As Cappelli examines, earlier research on other types of remote work, including telecommuting offers some guidance as to what to expect when some people will be in the office and others work at home, and also what happened when employers tried to take back offices. Neither worked as expected. In a call to action for both employers and employees, Cappelli explores how we should think about the choices going forward as well as who wins and who loses. As he implores, we have to choose soon.
Author: Geoffrey Nunberg
Publisher: Univ of California Press
ISBN: 9780520204515
Category : Computers
Languages : en
Pages : 312
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Book Description
A dozen essays from a July 1994 conference at the University of San Marino argue that a total shift to electronic information media would trigger wrenching social and cultural dislocations. Among their perspectives are the pragmatics of the new, farewell to the information age, toward meta-reading, hypertext and authorship, and the body of the text. They avoid the usual fetish arguments such as curling up in bed or leather bindings and pipes. Novelist Umberto Eco provides an afterward. No index or word search. Annotation copyright by Book News, Inc., Portland, OR
Author: William MacAskill
Publisher: Basic Books
ISBN: 1541618637
Category : Philosophy
Languages : en
Pages : 423
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Book Description
An Instant New York Times Bestseller “This book will change your sense of how grand the sweep of human history could be, where you fit into it, and how much you could do to change it for the better. It's as simple, and as ambitious, as that.” —Ezra Klein An Oxford philosopher makes the case for “longtermism” — that positively influencing the long-term future is a key moral priority of our time. The fate of the world is in our hands. Humanity’s written history spans only five thousand years. Our yet-unwritten future could last for millions more — or it could end tomorrow. Astonishing numbers of people could lead lives of great happiness or unimaginable suffering, or never live at all, depending on what we choose to do today. In What We Owe The Future, philosopher William MacAskill argues for longtermism, that idea that positively influencing the distant future is a key moral priority of our time. From this perspective, it’s not enough to reverse climate change or avert the next pandemic. We must ensure that civilization would rebound if it collapsed; counter the end of moral progress; and prepare for a planet where the smartest beings are digital, not human. If we make wise choices today, our grandchildren’s grandchildren will thrive, knowing we did everything we could to give them a world full of justice, hope and beauty.
Author: C. K. Prahalad
Publisher: Harvard Business Press
ISBN: 1422160742
Category : Business & Economics
Languages : en
Pages : 272
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Book Description
In this visionary book, C. K. Prahalad and Venkat Ramaswamy explore why, despite unbounded opportunities for innovation, companies still can't satisfy customers and sustain profitable growth. The explanation for this apparent paradox lies in recognizing the structural changes brought about by the convergence of industries and technologies; ubiquitous connectivity and globalization; and, as a consequence, the evolving role of the consumer from passive recipient to active co-creator of value. Managers need a new framework for value creation. Increasingly, individual customers interact with a network of firms and consumer communities to co-create value. No longer can firms autonomously create value. Neither is value embedded in products and services per se. Products are but an artifact around which compelling individual experiences are created. As a result, the focus of innovation will shift from products and services to experience environments that individuals can interact with to co-construct their own experiences. These personalized co-creation experiences are the source of unique value for consumers and companies alike. In this emerging opportunity space, companies must build new strategic capital—a new theory on how to compete. This book presents a detailed view of the new functional, organizational, infrastructure, and governance capabilities that will be required for competing on experiences and co-creating unique value.
Author: Kym Anthony Illman
Publisher:
ISBN: 9780975221808
Category : Customer relations
Languages : en
Pages : 190
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Book Description
"Learn how managers and staff go beyond the norm to win business and ensure customer ecstasy, often at little cost or with minimum effort." - back cover.
Author: Jason Epstein
Publisher: W. W. Norton & Company
ISBN: 0393103773
Category : Biography & Autobiography
Languages : en
Pages : 208
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Book Description
"An irresistible book about Grub Street, authorship and the literary marketplace."—Washington Post Book World Jason Epstein has led arguably the most creative career in book publishing during the past half-century. He founded Anchor Books and launched the quality paperback revolution, cofounded the New York Review of Books, and created of the Library of America, the prestigious publisher of American classics, and The Reader's Catalog, the precursor of online bookselling. In this short book he discusses the severe crisis facing the book business today—a crisis that affects writers and readers as well as publishers—and looks ahead to the radically transformed industry that will revolutionize the idea of the book as profoundly as the introduction of movable type did five centuries ago.
