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Journey To Centricity
Managers and leaders know that customer centricity means providing positive customer experiences. But what if that’s not enough? In the current age, where Millennials and Generation Z are shaping the very fabric of society and business, to remain relevant, organisations must provide more than occasional good experiences. A narrow focus on short-termism, excessive tech automatisation and outdated product mentalities are a liability to customer centricity. We need businesses that are willing to radically change, embrace a long-term, customer-focussed perspective, and are able to create value for all stakeholders. In Journey to Centricity, Ilenia Vidili instils a customer-oriented vision from...
Handbook of Research on User Experience in Web 2.0 Technologies and Its Impact on Universities and Businesses
As various areas of discipline continue to progress into the digital age, diverse modes of technology are being experimented with and ultimately implemented into common practices. Mobile products and interactive devices, specifically, are being tested within educational environments as well as corporate business in support of online learning and e-commerce initiatives. There is a boundless stock of factors that play a role in successfully implementing web technologies and user-driven learning strategies, which require substantial research for executives and administrators in these fields. The Handbook of Research on User Experience in Web 2.0 Technologies and Its Impact on Universities and B...
The Customer Centricity Playbook
A 2019 Axiom Business Award winner. In The Customer Centricity Playbook , Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer.
Worldchanging
Building a better future locally and globally is the topic of this user's guide written by a diverse collaborative of innovators. "Worldchanging" demonstrates that the means for making a difference lie all around.
On Purpose
Brands growing rapidly have a clear sense of purpose and the value they bring to their customers and employees. On Purpose is a practical guide to executing business purpose successfully by delivering a branded customer experience people love. It presents a framework for success based on being clear about your brand purpose and promise so you can achieve exceptional results through exceptional experiences. It provides the tools for brands to stand out by defining, designing and delivering distinctive, valuable customer experiences across multiple channels. Because purpose is what you do, not what you claim, On Purpose helps you act on your business purpose by showing you how to make your brand stand out. Each chapter illustrates how to succeed in a specific channel by presenting interviews with purpose-driven leaders such as Vernon Hill (Metro Bank), John Forrest (Premier Inn) and Gav Thompson (giffgaff) and case studies of companies including: - Altro - Barclays Bank - Best Western - citizenM - IKEA - LEGO - Liberty Global Business Services - London 2012 Olympics - Lush - Nissan - O2 - Timpson - Zappos
Customer Empathy
Global performance reports show that current customer experience (CX) practices are failing organisations and their customers. Promised returns of enhanced customer value, competitive differentiation and CX as a driver of sustainable growth are not being fully realised - at best, there is only incremental gain for most organisations. Something is missing. As it stands, customer experience management and design is overdue for radical intervention. Customer empathy helps us to see the customer's world differently. Doubling down on CX practices by switching on customer empathy creates deeper understanding, more meaningful connection, aligns and unites teams and enriches decision making. Customer empathy is a powerful human resource for positively impacting customer experience excellence that until now has been largely overlooked.
The Identity of the Architect
Today there are more tools for communication than ever before, yet very little in the way of reflection on how these are being used and even less on what exactly is being conveyed. This issue of AD looks at how architecture is communicated from a cultural perspective. Do the identities of practices or their business-driven branding and promotional efforts resonate with the critical acclaim many architects seek? Has slick image-led media coverage sold the profession short? How is it possible to convey the less visual and haptic qualities of architecture? Can architects be more creative in their communication efforts, making these joyous on their own terms as Le Corbusier did so memorably? Is ...
Managers the Day After Tomorrow
In today's economy, everything has changed. In order to survive, managers and organisational leaders will have to address the need to connect to the largest possible audience without losing touch with the individual. But how does this work? How can managers look ahead? How can they imagine how their company will be doing in thirty years from now, and do so in an environment where predictions have become all but impossible, and then at the same time successfully imprint their vision into a strategy for the next three months from now? What makes today's customers tick? Why does everything have to be easy, fast, fun and simple? Why is data the new gold, and why is AI a blessing? The answer is p...
Chief Customer Officer 2.0
A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Buil...
