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Transform Customer Experience
Your customers are your future. Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart. From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from pla...
Transform Customer Experience
Your customers are your future. Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart. From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from pla...
Good to Great CX
How do you attract and retain customers in a world where they're writing the rules? Businesses must now operate in a highly contested global marketplace where customers demand a personalised experience across multiple channels. Customer experience (CX) has evolved rapidly as digital technology has advanced - customers now have multiple channels of contact and far more choice. Customer loyalty is no longer a given - it must be won. The corporate landscape is in the midst of a revolution. Performance metrics now focus on increasing customer satisfaction and minimising customer effort. Both in the public and private sectors, the message from the top emphasises robust customer experience strateg...
The Customer Experience Manual
The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company.
The Fabric of Our Lives
Festschrift to mark fifty years of the company.
Advanced Technologies for the Rehabilitation of Gait and Balance Disorders
The book provides readers with a comprehensive overview of the state of the art in the field of gait and balance rehabilitation. It describes technologies and devices together with the requirements and factors to be considered during their application in clinical settings. The book covers physiological and pathophysiological basis of locomotion and posture control, describes integrated approaches for the treatment of neurological diseases and spinal cord injury, as well as important principles for designing appropriate clinical studies. It presents computer and robotic technologies currently used in rehabilitation, such as exoskeleton devices, functional electrical stimulation, virtual reali...
Customer Obsessed
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 ...
The Experience Economy, With a New Preface by the Authors
Time is limited. Attention is scarce. Are you engaging your customers? Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral? Welcome to the Experience Economy, where businesses must form unique connections in order to secure their customers' affections--and ensure their own economic vitality. This seminal book on experience innovation by Joe Pine and Jim Gilmore explores how savvy companies excel by offering compelling experiences for their customers, resulting not only in increased customer allegiance but also in a more profitable bottom line. Translated into thirteen languages, The Experience...
Customer Experience 3.0
Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving p...
Verge 2021
The death of a bird haunts the relationship between two siblings. A lonely narrator waits for a bus that never comes. A boy makes soup with his grandmother and wonders about the memories she has buried. For the sixteenth edition of Verge, we asked contributors to reflect on the theme of Home, a word that took on a new meaning after a year of solitude and separation. We chose this theme because we hoped to read about homes of all kinds: unhomely homes, abandoned homes, unlikely homes, forgotten homes, found homes. And we were awed by the beauty, depth and variety in the pieces we received. Our writers explored homes of past, present and future; they probed the bleakness of domesticity and mourned the loss of what was once held close. They wrote about familial ties and found communities, about the painfulness of childhood and the bonds of ancestry. Writing, indeed, to make a home in.
