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How well do you know your customers? The better you know them, the more likely you will have great success in making them happy. Happy customers usually mean thriving businesses. And thriving business usually means prosperity for all. So, customer satisfaction is often the key to a more prosperous future for you personally and professionally. But what if you have a misconception of who your customers are and what they want. Will that have a negative impact on you? Most assuredly. In Your Customer Compass, you will get to explore key questions including:-Who is my customer?-What do they want?-How can I best make them happy?-What is in it for me?
Winner of the 800-CEO-READS Best Marketing Book of 2015 Why do some companies create such strong affection for their brands that their customers are compelled to become active brand champions? Is there a secret? The Compass and the Nail presents an unconventional perspective of how particular organizations create rabid fan bases, in turn making them more successful and more profitable. Written by Patagonia's former lead strategist for consumer marketing, and advisor to such iconic brands as Seventh Generation and Burton Snowboards, Craig Wilson outlines game-changing insights for providers of any product or service who desire fiercely loyal behavior. Wilson's narrative is one of cultural empathy and thought disruption critical to the new global economy. It is a practical model that defines how companies, governments, and institutions relate to their end users. By illuminating the phenomenon of "following," and how it can be methodically applied to a larger context, this book demonstrates how those relationships can be refashioned to optimize human interactive experience. It challenges us to use our economic powers for good to design the new Responsible Economy in an effort to save the planet. If companies realize consumers "don't buy what you do, they buy why you do it," Wilson shows us how.
Your one-stop shop for world-class results The most admired organizations in the world have the same basic resources that you have—offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden. In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model—the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how “world class” status can be attained by many organizations, and isn’t the domain of only the most expensive, luxurious, or popular brands. Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your “customer”—internally, as you engage your employees and build your organization’s culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
This book is for leaders and managers looking to develop themselves and others. It is for training & development professionals, inside or working as independent consultants, who can use the book as a coaching tool, a blueprint for leader development plans, and in other ways .For leaders concerned with their development, dedicated to developing their people for more responsibilities, and committed to organizational sustainability, this book will help in those efforts.
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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 the C-suite beyond, to transform your day-to-day operations and culture through three pillars: Humanity. Make your brand more human by embracing a higher purpose, an empathic human touch and sustainable corporate responsibility. Technology. Apply the necessary tools as enablers to ease of use, hyper-personalisation and innovation to improve your customers’ lives. Culture. Invest effort in changing old-style mindsets that improve your culture and fortify your brand, to create a place where employees feel motivated, valued and appreciated. Drawing on B2C practical advice from Ilenia’s first-hand interviews with leaders of world-class organisations such as illycaffè, Enel, Polestar, Forrester and Bain & Co, this book lays out a customer-centric framework for thriving in the new era of stakeholder capitalism. Receive a powerful call to action to combat old paradigms, improve customer focus, create value for all stakeholders and contribute to a sustainable business world. There has never been a more critical time for change. Transform your mission into a journey to centricity.
"GRASPED SWOT Strategy Blueprint" unveils the power of SWOT analysis in both personal and professional arenas. Through a detailed exploration, it guides readers on how to identify Strengths, Weaknesses, Opportunities, and Threats to make strategic decisions that foster growth and success. The book provides actionable insights, real-world examples, and practical advice to navigate challenges and leverage opportunities in the ever-evolving business landscape and personal development paths. What sets this book apart is its dual focus on both business and personal growth, utilizing the SWOT analysis framework. Unlike other books that cater exclusively to business executives or personal development enthusiasts, this blueprint offers a comprehensive strategy for anyone looking to enhance their professional path and personal life simultaneously. Its USP lies in bridging the gap between personal aspirations and professional achievements, offering a cohesive strategy for holistic growth. Embark on a transformative journey with "GRASPED SWOT Strategy Blueprint", where strategic planning meets personal development. This guide doesn't just lay out the foundations of SWOT analysis; it invites you on a deep dive into your potential, challenges, and the paths to your goals. It's a call to action for those ready to take a strategic approach to life, blending business acumen with personal insight for unparalleled growth.
In an increasingly competitive and digitalized world where experience reins supreme, Olivier Duha highlights the radical evolution of customer relations and outlines six golden rules to maximize customer satisfaction. Advocating for the importance of the human factor assisted by technology in the digital age of customer relations, this book explores the impact of the digital revolution on brands, their shift from being product-focused to customer-focused and provides strategies for how brands can succeed in the battle for the customer. By developing customer relations teams that value the role of the human being augmented by technology, you can put technology at the service of humans and take control to create valuable customer experiences. Drawing on over two decades of experience developing Webhelp into a leading global provider of game-changing customer journeys, Duha shows you how to develop your customer relations team into a key strategic resource for growth.
"GRASPED Business Mastery" unfolds as an essential guide to mastering the art of business innovation and success through 20 transformative strategies. This book serves as a compass for aspiring and established leaders alike, navigating through the complexities of modern business landscapes. From the Critical Path Method, Theory of Constraints to Lean Six Sigma, and beyond, each strategy is dissected to reveal its core principles and practical applications. These strategies are not just theoretical concepts but are brought to life with real-world examples, making them accessible to anyone looking to elevate their business acumen. What sets "GRASPED Business Mastery" apart is its comprehensive yet practical approach to business strategy. Unlike other books that might concentrate on specific areas of business, this guide covers a wide spectrum of strategies in-depth. It's uniquely designed to provide actionable insights and tools, making it invaluable for business leaders and managers committed to driving innovation and achieving sustainable success. Embark on a journey of discovery and mastery with "GRASPED Business Mastery." This book is your gateway to unlocking the full potential of your business through strategic innovation and effective leadership. With each chapter, you are invited to explore, understand, and apply key strategies that have the power to transform your business operations, enhance efficiency, and foster growth.
Embark on an exhilarating voyage with "From Local to Global," a captivating guide that unveils the secrets of propelling your business from modest origins to worldwide triumphs. Dive into riveting case studies and ingenious strategies that paint a vivid picture of how brands like Airbnb, Starbucks, and Alibaba conquered the global stage. This isn't just a book; it's your passport to a realm where innovation knows no bounds, and opportunities stretch beyond horizons. Unleash the power of market-savvy ingenuity, ride the waves of cultural diversity, and master the art of captivating a global audience. Unlock the gateway to worldwide success, where every chapter unfolds a treasure trove of strategies, each more exhilarating than the last. "From Local to Global" isn't just a guide; it's your compass to chart an exciting course through the uncharted waters of the global marketplace.Whether you're a visionary entrepreneur or a seasoned executive, "From Local to Global" equips you with the insights to reshape your narrative on the grand global canvas. Join us on a journey where potential knows no borders and success knows no limits. Your path from local beginnings to global acclaim starts here.