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Service Design for Business
A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors ...
How to Wow
Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business. Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more. Don’t let your business fall behind, look inside and take your customer experience to the next level. “Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth.” Keith Lewis, COO, Matchtech Group plc “At last – a book that provides practical ways of delivering the superior experience that today’s customers demand.” Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica
Obsessed
Being obsessed with positive change and ideas can propel us to extraordinary achievements and can be a fantastic positive driver of change. In the age of AI wired consumers with irrationally high demands, we need to be obsessed with creating smooth, differentiated, relevant, exciting customer experiences and frictionless customer services. Any of those interactions should be driven by customer data - the pulse of every customer’s unique heartbeat, and an organisation that has adopted new methodologies, processes, and technology platforms. In Obsessed, we demystify the complex world of data and sales and marketing technology. We answer questions like: How do you build a data culture and str...
More Is More
“Less is more” may be good advice for many efforts, but it is terrible advice when it comes to customer experience. Brands that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. Companies that embrace a “more is more” philosophy work harder and go further to ensure that their customers have a positive experience: they do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. Customer experience guru Blake Morgan walks you through the D.O.M.O.R.E. concepts that set businesses up for succ...
Innovating for Trust
This book adopts a multidisciplinary approach to innovation, and argues that because innovation is always risky business, trust is an essential premise and outcome of successfully designing, developing and finally launching innovations. Each part of the book encompasses a different aspect of innovating for trust. It begins with the notion of trust, before covering the importance of trust in future thinking, business model innovation, service design, co-creation, the innovative organization and self-service technologies. It concludes with the importance of trust in commercializing innovations.
Leading Public Sector Innovation (Second Edition)
The second edition of this significant text has been thoroughly revised to take account of the latest literature, case studies and international developments in the field. Drawing on global research and practical examples, Bason illustrates the key triggers and practices of public sector innovation. Each chapter includes a refined ‘how to do it’ toolkit, and two new chapters have been added, one which discusses the rise of innovation labs in the public sector, and a practical chapter focused on change leadership, to complement the existing chapter on leadership roles. The book will be a valuable resource for researchers and students in public administration, management and policy, as well as managers, project managers and staff in public sector organisations.
Our Precarious Habitat ... It's In Your Hands
This new and expanded Fourth Edition of Dr. Benarde's myth-defying book uses an evidence-based approach to refute today's pervasive, environmental doomsday hype. With up-to-date information consolidated from authoritative scientific journals and presented in highly readable form, Our Precarious Habitat . . . It's In Your Hands: covers hot-button issues like global warming, nuclear energy, electromagnetic fields, alternative health practices, and more; covers illnesses such as SARS, avian flu, West Nile virus, and prion diseases like mad cow; and includes facts, figures, tables, and charts derived from respected scientific sources and presented in easy-to-understand terms. New to this edition...
ESTUDOS E PESQUISAS EM EDUCAÇÃO: Saberes e Práticas – Vol. 2
A coletânea oferece contribuições por meio de reflexões intelectuais e abordagens didáticas dos autores referentes a diversas pesquisas no campo da Educação com abrangência do Ensino. Destacam-se pela promoção das ideias interdisciplinares e questionamentos que incentivam discussões sobre práticas pedagógicas, tanto teóricas quanto práticas. Essa abordagem visa fomentar debates sobre ensino e aprendizagem em diversos cenários, explorando novas perspectivas interdisciplinares na educação e conectando conhecimentos teóricos com práticos. Assim, busca-se ampliar e atribuir significado aos diversos saberes por meio de estudos e pesquisas no âmbito educacional.
