Download Free Punk Cx Book in PDF and EPUB Free Download. You can read online Punk Cx and write the review.

LIMITED EDITION - 7'x7' HARDBACK - ORIGINAL CONCEPTEmerging in the 1970s, prog rock was often accused of being overly technical, too elaborate, not focused on its audience and often in danger of disappearing up it's own a---!One could argue that the service and experience space is starting to exhibit some of the same characteristics namely it's in danger of becoming overly technical, benchmarked, frameworked, measured, codified, certified, specialized and functionalized etc etc.Punk exploded out of the back of prog rock with it's democratic, DIY, back to basics approach that inspired both a cultural and musical movement and change in mindset. It dared to be different and was OK with the fact that not everyone liked that.So, is it time to consider what a punk rock version of CX would look and feel like, particularly given that many reports suggest that around 70 percent of customer experience projects fail to deliver on their promises? If so, what would that look and feel like.Adrian Swinscoe in his new book 'Punk CX', tackles some of these questions and shares some key insights and practical takeaways that will allow you harness your inner punk and transform your own customer experience.
A comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proactively addressing customers’ needs in a personalized way. For too long, companies have detached from customers after the moment of purchase and done post-sales service in a way that is reactive, generic, and not scalable. Empowered by the boom in data availability and analytics, future-ready companies will offer their customers proactive personalized post-sales service and reap tangible benefits, including higher customer satisfaction and retention and less negative word of mouth – leading to increased sales and customer lifetime value. As the stories in this book demonstrate, companies like Amazon, Adobe, Garmin, and Liberty Global are leading the way, but companies do not have to be global giants to capitalize on the techniques presented in this guide. To excel at customer experience (CX) management, companies need to implement the best customer feedback and data collection and management practices, develop state-of-the-art analytical models, and have the willingness to act. This book’s strong vision and actionable roadmap, illustrated with real-life success stories, make this a compelling read for CX and customer analytics leaders, practitioners, and students alike.
Is your career headed where it needs to go? Don’t sit back and wait for things to happen! Design your career and deliver your life! People networking must be an essential element of any professional and personal development program. Your success proceeds from building valuable relationships that advance your life project and supercharge the achievement of your goals. This book will give you the confidence to succeed and the tools, frameworks, and expert tips to deliver on your career objectives: Why your direction of travel matters and how to develop a values-based route map to get there. How to structure your networking to maximize success. How to craft and deliver your key messages to hit home every time. Why building mentor and advocate networks is important and how to engage supporters in your project. Whether you are a first-time or experienced networker The Networking Playbook will provide the skills required for success, allowing you to plan and control your future. Introducing valuable insights from psychology, sociology and anthropology, it’s the one career advice book that puts you in charge of successful networking!
WINNER: NYC Big Book Award 2021 - Marketing & PR Consumers are changing but the marketing categories used to identify them have not. Engage with this new generation of consumers who increasingly take for granted that products and advertising will blend their multiple brand identities rather than market to them as a specific subculture. Male or female, work or play, online or offline. These and other market categories are no longer relevant as modern consumers defy traditional boundaries and identify as members of multiple subcultures. The New Chameleons reveals how to engage with this new generation and how to stand out among the competition. Global consumer behavior expert Michael R. Solomon directs marketers to move beyond their traditional categories and communicate with consumers as individuals rather than as a market segment. He explains how traditional marketing is based on the assumption of boundaries between us and them, the individual and the collective, producer and consumer, work and play, humans vs. computers, and editorial vs. commercial. He then shows how those boundaries are blurring: people identify with members of multiple subcultures; individuals seek collective advice before making a purchase; consumers no longer distinguish between purchases online or in-store; consumer-generated content becomes the norm; gender identity is fluid; gamification strategies turn work into play; and identity marketing becomes more popular. Combining history, data, experience and examples, The New Chameleons is written for every marketer (or reader) who wants to offer products and services that resonate with consumers now and in the future.
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
This book is not about leadership, at least in the way we normally think about it. Leadership is not about position, or authority. It's not about big speeches or grand visions. Leadership is engaging others to solve daunting challenges. Those challenges appear in our professional lives, in our communities, our families--and they seem unsolvable, beyond our ability to see what needs to be done or outside our capacity to make the changes needed. They are not. Because, leadership is an activity--small actions taken in moments of opportunity. And as you start to look around, you can begin to see more of those moments, seize the opportunity in those moments. Most importantly, you can help others see those opportunities too. That's why everyone can lead and the real power to solve our most important challenges is when everyone leads.
This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.
In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.