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Author: Annette Franz Publisher: ISBN: 9781686886812 Category : Languages : en Pages : 219
Book Description
Struggling to ensure that the customer is at the center of all your business does? This book is your guide to putting the "customer" in customer experience. Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn't they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don't tell the real story. Prioritizing customer retention is critical. But you can't just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You've got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you've got to use that understanding to design an experience that helps customers achieve their goals. That's the key to putting the customer in customer experience! Ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. The customer must be at the center of all you do. After all, it's all about the customer! In this book, I cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. I could've written the whole book about journey mapping, but there's so much more to building a customer-centric business than journey mapping. The culture must first be deliberately designed to put the customer at the heart of the business. And all foundational elements of a CX transformation must be in place to make that happen. With that knowledge, read this book and: Learn about the three approaches you must use to understand your customers, why you must use them, and how they work together. Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization. Develop and assign personas to your customers in order to better understand their needs, goals, problems to solve, and jobs to be done. Learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox. Understand why journey mapping is called the backbone of customer experience management - and how to make it so in your organization. Set up and facilitate your own current-state and future-state journey mapping workshops with customers. Set up and facilitate service blueprint workshops with internal stakeholders. Find out how to put the customer at the heart of your business. And more!
Author: Annette Franz Publisher: ISBN: 9781686886812 Category : Languages : en Pages : 219
Book Description
Struggling to ensure that the customer is at the center of all your business does? This book is your guide to putting the "customer" in customer experience. Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn't they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don't tell the real story. Prioritizing customer retention is critical. But you can't just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You've got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you've got to use that understanding to design an experience that helps customers achieve their goals. That's the key to putting the customer in customer experience! Ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. The customer must be at the center of all you do. After all, it's all about the customer! In this book, I cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. I could've written the whole book about journey mapping, but there's so much more to building a customer-centric business than journey mapping. The culture must first be deliberately designed to put the customer at the heart of the business. And all foundational elements of a CX transformation must be in place to make that happen. With that knowledge, read this book and: Learn about the three approaches you must use to understand your customers, why you must use them, and how they work together. Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization. Develop and assign personas to your customers in order to better understand their needs, goals, problems to solve, and jobs to be done. Learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox. Understand why journey mapping is called the backbone of customer experience management - and how to make it so in your organization. Set up and facilitate your own current-state and future-state journey mapping workshops with customers. Set up and facilitate service blueprint workshops with internal stakeholders. Find out how to put the customer at the heart of your business. And more!
Author: Stephen J. Freeman Publisher: Cengage Learning ISBN: 9780534593919 Category : Adaptability (Psychology) Languages : en Pages : 0
Book Description
Enhance your understanding of the process and dynamics of grief and loss with GRIEF AND LOSS: UNDERSTANDING THE JOURNEY! Providing a human voice to the experience, this counseling text uses examples that allow you to enter the world of real people and their losses. A chapter on ethics allows you a glimpse in to the complicated ethical labyrinth involved in end-of-life decisions. Definitions of terms provide you with easy access and make studying easy.
Author: Lee Young Publisher: WestBowPress ISBN: 1490810706 Category : Religion Languages : en Pages : 220
Book Description
What is God's plan for your life? We all reach points in our life where we don't know what God wants from us? Do I stay or go? Do I work through or move on? Do I do this or that? God's ways are higher than ours, but did you know that God has promised to reveal His most wonderful plans for our life. To know His plan, we must understand how God is using each event, each relationship, each struggle and celebration to move us into His best plan for our lives. We all have joys, disappointments, celebrations, and tragedies, but understanding God's purpose in each of these is key to understanding His plan for our life. Make this insightful teaching part of your library today and start understanding God's Plan for Your Life.
Author: Matt Richtel Publisher: HarperCollins ISBN: 0063025558 Category : Psychology Languages : en Pages : 353
Book Description
"Remarkable. This profound volume informs and inspires." —PW, STARRED review From the Pulitzer Prize–winning New York Times science reporter acclaimed for “bring[ing] scientific concepts to life” (Bill Gates), a pathbreaking new investigation into the mysteries of human creativity How does creativity work? Where does inspiration come from? What are the secrets of our most revered creators? How can we maximize our creative potential? THIS IS THE STORY OF HOW WE CREATE. Creativity defines the human experience. It sparks achievement and innovation in art, science, technology, business, sports, and virtually every activity. It has fueled human progress on a global level, but it equally is the source of profound personal satisfaction for individual creators. And yet the origins of creative inspiration and the methods by which great creators tap into it have long been a source of mystery, spoken of in esoteric terms, our rational understanding shrouded in complex jargon. Until now. Inspired is a book about the science of creativity, distilling an explosion of exciting new research from across the world. Through narrative storytelling, Richtel marries these findings with timeless insight from some of the world’s great creators as he deconstructs the authentic nature of creativity, its biological and evolutionary origins, its deep connection to religion and spirituality, the way it bubbles in each of us, urgent and essential, waiting to be tapped. Many of the questions Richtel addresses are practical: What are the traits of successful creators? Under which conditions does creativity thrive? How can we move past creative blocks? The ultimate message of Inspired is that creativity is more accessible than many might imagine, as necessary, beautiful, and fulfilling as any essential part of human nature.
Author: John Hagel III Publisher: McGraw Hill Professional ISBN: 1264268416 Category : Business & Economics Languages : en Pages : 257
Book Description
Conquer your fear, achieve your potential, and make a positive difference in the lives of everyone around you Whether you’re running a business, building a career, raising a family, or attending school, uncertainty has been the name of the game for years—and the feeling reached an all-time high when COVID-19 hit. Even the savviest, smartest, toughest people are understandably feeling enormous pressure and often feeling paralyzed by fear. The Journey Beyond Fear provides everything you need to identify your fears, face your fears, move beyond your fears—and cultivate emotions that motivate you to pursue valuable business opportunities, realize your full potential, and create opportunities that benefit all. Business strategy guru John Hagel provides an effective, easy-to-grasp three-step approach: Develop an inspiring long-term view of the opportunities ahead Cultivate your personal passion to motivate you and those around you Harness the potential of platforms to bring people together and scale impact at an accelerating rate Never underestimate the power of fear—and never underestimate your ability to conquer it. With The Journey Beyond Fear, you’ll learn how to move forward in spite of fear, take your career and life to the next level, improve your organization and your broader environment, and achieve more of your true potential.
Author: Lois Isenman Publisher: Academic Press ISBN: 0128141093 Category : Psychology Languages : en Pages : 244
Book Description
Understanding Intuition: A Journey In and Out of Science explores the biological and cognitive mechanisms that account for intuition, and examines the first-person experience. The book integrates both scientific and personal perspectives on this important yet elusive mental capacity. It uses specific encounters to illustrate that intuition is enhanced when we can attend to the subtle aspects of our inner experiences, such as bodily sensations, images, and differing kinds of intuitive evaluative feelings, all of which may emerge no further than on the fringe of awareness. This awareness of subtle inner experiences helps forge a more fluid exchange between the unconscious and conscious minds, and allows readers to calibrate their own intuitions. Over the course of the book, readers will gain a deeper appreciation and respect for the unconscious mind and its potential sophistication, and even its potential wisdom. Understanding Intuition is a timely and critical resource for students and researchers in psychology, cognitive science, theology, women's studies, and neuroscience. - Stresses the powerful influence of the unconscious mind and its important adaptive role - Frames intuition as significant and novel unconscious insight - Presents a systematic framework for understanding different kinds of intuition - Examines the emotional underpinnings of intuition, giving special emphasis to the role of somatic feelings and their derivatives
Author: Ambroes Pass-turner Publisher: Mascot Books ISBN: 9781684015702 Category : Languages : en Pages : 38
Book Description
Rex has been struggling with understanding why and how he feels. From angry one minute to sad the next, he just wants to be a kid. What's so hard about that? But, we can't always control how we feel. Especially not as kids. Follow along with Rex's journey as he learns to cope with his emotions in a safe and healthy way, something we all can learn from.
Author: Louis P. Bauer Publisher: ISBN: 9780972062299 Category : Languages : en Pages : 280
Book Description
A Journey to Inner Healing is a dynamic new book by Louis P. Bauer, Ph.D. It is one man?s spiritual journey, from the depths of depression to a new life filled with peace and harmony. But it?s much more than that. It?s a life lesson for everyone that is not only vital to their happiness, but also their overall health and well being. As humans, there are three aspects of our being which makes us complete and whole. It is the trinity of the mind, body and spirit and when there is a lack of harmony within this trinity, it brings disorder and a sense of lacking into our lives. That was my purpose in writing this book. I wanted to help others who may be experiencing the same negative feelings and emotions that I experienced. Once people understand and learn to work with this awesome connection between the mind, body and spirit, they will notice profound and positive changes in their day-to-day living, their relationships with other people and their personal health and well being. This book is an easy to read adventure, filled with motivational tools and techniques blended with inspirational storytelling. It is designed to help the reader discover a new awareness that will bring them a sense of peace in this fast-paced world.
Author: Christine Brown Publisher: SAGE ISBN: 1473911478 Category : Psychology Languages : en Pages : 321
Book Description
This book provides a key introduction to the theory, concepts and practice of the person-centred approach, through the lens of the practitioner’s experience and personal development. Writing as someone who has been through real life challenges and has developed and learned as a result, the author’s strikingly personal style not only helps to contextualise complex and nuanced theory, but makes this a truly unique book about real person-centred practice and experience. From Roger’s early philosophy through to the current developments and controversies in the field, the author uses personal testimonies, exercises and reflection points to make challenging concepts and practice issues accessible for the novice reader. What results is an informative and fascinating read for all those training and interested in the person-centred approach.
Author: Annette Franz
Author: Annette Franz
Author: Stephen J. Freeman
Author: Lee Young
Author: Matt Richtel
Author: John Hagel III
Author: Lois Isenman
Author: Ambroes Pass-turner
Author: Louis P. Bauer
Author: Sherri Burgess
Author: Christine Brown