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This is a reference field guide for customer experience management professionals to use in their work. It discusses a customer experience management program as a holistic and integrated set of six core functions and offers frameworks for creating a new, or refining an existing, customer experience (CX) management program.
A step-by-step guide to successfully transforming any organization It is well recognized that succeeding at innovation is fundamental in today's hyper-competitive global marketplace. It is the only way to outperform current and emerging competitors sustainably. But what we call “innovation” is messy and difficult and too often lacks the rigor and discipline of other management processes. The Innovator's Field Guide: Market Tested Methods and Frameworks to Help You Meet Your Innovation Challenges changes that. It is a practical guide that moves beyond the “why” to the “how” of making innovation happen, for leaders and practitioners inside organizations of all sizes. Written by two pioneers in the field of embedding innovation in organization, The Innovator's Field Guide focuses on the most pressing innovation problems and specific challenges innovation leaders will face and offers concrete solutions, tools, and methods to overcome them. Each chapter describes a specific innovation challenge and details proven ways to address that challenge Includes practical ideas, techniques, and leading practices Describes common obstacles and offers practical solutions Any leader or professional who needs concrete solutions—right now—to the critical challenges of innovation will find invaluable aid in the practical, easy-to-understand, and market-tested approaches of The Innovator's Field Guide.
Thousands of IT professionals are being asked to make Scrum succeed in their organizations-including many who weren't involved in the decision to adopt it. If you're one of them, The Scrum Field Guide will give you skills and confidence to adopt Scrum more rapidly, more successfully, and with far less pain and fear. Long-time Scrum practitioner Mitch Lacey identifies major challenges associated with early-stage Scrum adoption, as well as deeper issues that emerge after companies have adopted Scrum, and describes how other organizations have overcome them. You'll learn how to gain "quick wins" that build support, and then use the flexibility of Scrum to maximize value creation across the entire process. In 30 brief, engaging chapters, Lacey guides you through everything from defining roles to setting priorities to determining team velocity, choosing a sprint length, and conducting customer reviews. Along the way, he explains why Scrum can seem counterintuitive, offers a solid grounding in the core agile concepts that make it work, and shows where it can (and shouldn't) be modified. Coverage includes Getting teams on board, and bringing new team members aboard after you've started Creating a "definition of done" for the team and organization Implementing the strong technical practices that are indispensable for agile success Balancing predictability and adaptability in release planning Keeping defects in check Running productive daily standup meetings Keeping people engaged with pair programming Managing culture clashes on Scrum teams Performing "emergency procedures" to get sprints back on track Establishing a pace your team can truly sustain Accurately costing projects, and measuring the value they deliver Documenting Scrum projects effectively Prioritizing and estimating large backlogs Integrating outsourced and offshored components Packed with real-world examples from Lacey's own experience, this book is invaluable to everyone transitioning to agile: developers, architects, testers, managers, and project owners alike.
You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocatesshows you how to manage your customer experience and reap the rewards.
SELLING THE INVISIBLE is a succinct and often entertaining look at the unique characteristics of services and their prospects, and how any service, from a home-based consultancy to a multinational brokerage, can turn more prospects into clients and keep them. SELLING THE INVISIBLE covers service marketing from start to finish. Filled with wonderful insights and written in a roll-up-your-sleeves, jargon-free, accessible style, such as: Greatness May Get You Nowhere Focus Groups Don'ts The More You Say, the Less People Hear & Seeing the Forest Around the Falling Trees.
This guide offers practical tips on science writing - from investigative reporting to pitching ideas to magazine editors. Some of the best known science witers in the US share their hard earned knowledge on how they do their job.
A fully illustrated wilderness survival guide perfect for seasoned and novice outdoors enthusiasts alike. Here, in one essential volume, are the basics of wilderness survival. The most ancient and important skills, preserved for generations, are presented in a simple, easy-to-use format with clear illustrations and instructions. A complete must-have companion to the great outdoors. • How to build natural shelters in plains, woods, or deserts • How to get safe drinking water from plants, trees, the sun, or Earth Herself • How to make fire without matches and maintain it in any weather • How to find, stalk, kill, and prepare animals for food • The "big four" edible plants, and hundreds of others useful for both nutrition and medicine TOM BROWN'S FIELD GUIDES: America's most popular nature reference books, Tom Brown's bestselling field guides are specially designed for both beginners and experienced explorers. Fully illustrated and comprehensive, each volume includes practical information, time-tested nature skills, and exciting new ways to rediscover the earth around us.
For centuries writers have used participatory experience as a lens through which to better see the world at large and as a means of exploring the self. Considering various types of participatory writing as different strains of one style—immersion writing—Robin Hemley offers new perspectives and practical advice for writers of this nonfiction genre. Immersion writing can be broken down into the broad categories of travel writing, immersion memoir, and immersion journalism. Using the work of such authors as Barbara Ehrenreich, Hunter S. Thompson, Ted Conover, A. J. Jacobs, Nellie Bly, Julio Cortazar, and James Agee, Hemley examines these three major types of immersion writing and further identifies the subcategories of the quest, the experiment, the investigation, the infiltration, and the reenactment. Included in the book are helpful exercises, models for immersion writing, and a chapter on one of the most fraught subjects for nonfiction writers—the ethics and legalities of writing about other people. A Field Guide for Immersion Writing recalibrates and redefines the way writers approach their relationship to their subjects. Suitable for beginners and advanced writers, the book provides an enlightening, provocative, and often amusing look at the ways in which nonfiction writers engage with the world around them. A Friends Fund Publication.
Whether you’re new to the User Experience field or just want to refresh your UX knowledge, The UX Design Field Book is your go-to quick reference guide for everything about User Experience Design. This essential guide provides fast-access, high-level overviews of the core knowledge of UX Design, including: The UX Design Process Usability Research Visual Design Interaction Design Information Architecture Usability Testing UX Writing Accessibility Ethical Design Principles UX and Design Terminology Essential UX Design Reading Lists No matter your experience level, The UX Design Field Book is book is a must-have for anyone interested in User Experience. It’s the perfect book to keep close-at-hand when you need fast information, quick guidance, or a crash course in any of the core elements of UX Design. Doug Collins, author of The UX Design Field Book, is an internationally recognized UX Design expert. He has lead User Experience design practices at E*TRADE, Western Union, and CACI. He currently serves as the Director of UX/UI for ALC Schools. His work has been published on Adobe.com, UX Booth, UXMastery, UXNewsMag, UXMas, and The Ecomm Manager.