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Réinventer les services financiers
Face à des consommateurs critiques dans leurs rapports aux services financiers, quels services doivent proposer les banques et les assurances ? Ce livre place résolument le client au centre des stratégies futures.
Wie sich die Finanzbranche neu erfindet
Die Finanzkrise und die darauf folgende wirtschaftliche Kernschmelze haben die Beziehungen zwischen Verbrauchern und Finanzdienstleistern für immer verändert. Die Finanzdienstleistungsexperten Roger Peverelli, Reggy de Feniks und Walter Capellmann stellen ihre nachdenklich machende und erkenntnisreiche Vision für die Banken und Versicherungsunternehmen der Zukunft vor. Will sich die Finanzbranche tatsächlich neu erfinden, muss der Kunden zurück in den Mittelpunkt. Das Buch enthüllt die radikale Veränderung der Verbraucherwahrnehmung und identifiziert die sechs wichtigsten Verbrauchertrends, die die Finanzinstitute beherzigen müssen.
Reinventing Customer Engagement – Kundenbeziehungen neu erfinden
Der digitale Wandel steht bei Banken und Versicherungen weltweit ganz oben auf der Agenda. Die Finanzdienstleistungsindustrie als Ganzes tritt in eine vollkommen neue Phase ein. Digitaltechnologien und ein verändertes Kundenverhalten sind dabei, die Grundlagen völlig zu verändern. Und diese Umwälzungen sind viel zu grundlegend, als dass sie sich alleine mithilfe von Kostensenkung bewältigen ließen. Zwar sind Kostensenkungen notwendig, viele Banken und Versicherungen tun jedoch nichts anderes als überholte Prozesse zu aktualisieren. Die nächste Ebene des digitalen Wandels dreht sich um die Neuausrichtung des Kundenengagements zur Erzielung eines neuen und höheren Mehrwerts für Kunde...
CEX Sells
Customer EXperience (CEX) is hot! Nowadays it gets harder and harder for companies to be distinctive by the products they offer. As it is key to stand out in the services offered in addition to these products. A focus on the customer experience is needed. A lot of companies realize this, but only few manage to be successful. They understand the theory and the process to get there, but what they lack are concrete tools to bring the theory into practice. 'CEX SELLS' is the inspiration book for companies that want to deliver distinctive customer experiences in order to achieve their business objectives. Beate van Dongen Crombags and Deborah Wietzes discuss the various ingredients needed to deliver perfect customer experiences. Ingredients to define and design the optimal experience, but they also describe what is needed in the organization to be able to deliver and manage that desired experience. They show how front-runners worldwide have optimized their customer experience, and what other companies should learn from that. A book that will definitively inspire you to improve your own customer experience!
Bold
WINNER: CMI Management Book of the Year Awards 2012 - E-book Category More than ever before business success depends on standing out from the crowd and delivering authentic experiences that turn your customers into advocates for your business. BOLD tells the stories of 14 companies that prove that brand building is now about completely rethinking the customer experience and redefining the relationship you have with your customers. Each inspiring story is told by the executives involved who were brave enough to pursue audacious goals, challenge industry norms and win. BOLD puts the spotlight on Virgin Galactic, Innocent, O2, Air Asia X, Chilli Beans, Six Senses Resorts and Spas, Burberry, BBH, The Geek Squad, TNT Express, JCB, WWF, Umpqua Bank and Zappos.com. These inspiring case studies demonstrate that putting purpose before profit, going way beyond what customers expect and relentlessly differentiating themselves from everyone else - in other words, being bold in thought, bold in execution and bold in measuring their success in new ways - pays off.
CHANTAL JOFFE:THE FRONT OF MY FACE PB
Published on the occasion of a new exhibition at Victoria Miro Mayfair, this new book follows a new series of Self-Portraits by the artist Chantal Joffe - accompanied by a new text by British novelist and cultural critic, Olivia Laing.On New Year's Day 2018, Joffe set herself the challenge of working on a self-portrait every day for the coming year. This daily practice - through personal lows and highs, in the shifting white light of a prolonged London winter and the savage heat of New York in summer - has resulted in a series of characteristically unflinching works.Modest in scale, each is a depiction of the artist's face or a full-length view, in her painting clothes or, occasionally, nake...
Pre-Confederation
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Alan Kitching
Designed by Simon Esterson of Esterson Associates, this long-awaited monograph documents the work of world-renowned typographer, designer and letterpress practitioner Alan Kitching. Spanning over fifty years, this lavish volume leads us from Kitching's first typographical experiments under the auspices of mentor Anthony Froshaug to his most iconic creations at The Typography Workshop. It covers his years designing alongside Derek Birdsall, as well as his time teaching letterpress at the Royal College of Art, and showcases his most colourful and expressive pieces, including his prolific work for The Guardian. Kitching's work hangs in private collections and galleries but it has also featured on everything from magazine and book covers, postage stamps and theatre posters, to wine labels, billboards and signage.
From Nine to Twelve
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The Microsoft Story
Imagine?if you could see the playbook that returned a struggling tech empire to the top of the tech leaderboard.?The Microsoft Story?will help you understand and adopt the competitive strategies, workplace culture, and daily business practices that enabled the tech company to become a leading tech innovator once again. It wasn’t so long ago that Microsoft and its Windows operating system dominated the tech industry so much so that they faced antitrust charges for what was perceived by many to be predatory, monopolistic practices. Less than a decade later, the tide had turned and Microsoft lost its dominance in the personal tech marketplace amidst the launch of the iPhone, the rise of Googl...
