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Author: Kelly McDonald Publisher: John Wiley & Sons ISBN: 1118461673 Category : Business & Economics Languages : en Pages : 139
Book Description
Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.
Author: Kelly McDonald Publisher: John Wiley & Sons ISBN: 1118461673 Category : Business & Economics Languages : en Pages : 139
Book Description
Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.
Author: Kelly McDonald Publisher: John Wiley & Sons ISBN: 1119369959 Category : Business & Economics Languages : en Pages : 165
Book Description
If you're in a diverse team, you know employee differences can cause miscommunication, lower trust, and hurt productivity. . . It doesn't have to be this way! The people you work with may be from a different generation, different culture, different race, different gender, or just a different philosophy toward work and life in general, but you need to work together toward a common goal. How to Work With and Lead People Not Like You explains how to dial down the differences, smooth out the friction, and play upon each other's strengths to become more effective, more productive, and less stressed. The keys are to find the common ground and identify hidden conflicts that are hurting productivity. Many people shudder at the prospect of working with diverse groups of people, but they can't voice their fear or anxiety. At work, it's not OK or politically correct to say, 'I'm uncomfortable with this person.' In fact, if you do say something along those lines, your job may be at risk. Your company may terminate you for not being on the 'diversity bandwagon.' So you keep quiet and you keep your thoughts to yourself. But deep down, you are uncomfortable. If you feel like this, it doesn't mean you're racist, sexist, ageist, homophobic, or any other negative label. It means you're struggling. You're struggling to understand people, cultures, or values that are unfamiliar to you. You're struggling to do your job with teammates and coworkers who may have very different viewpoints or different approaches to communication than you have. You're struggling to overcome differences and pull together to achieve high performance at work. Whether you're leading a diverse team, working in a challenging cross-cultural environment, or simply working with people who are 'not like you,' you need to be able to get along with everyone as a team, to get the work done. This book explains the skills you need to communicate, motivate, and inspire people to collaborate—even if they have very different values, lifestyles, or priorities. Learn key steps that bring cohesion to diversity How to have a constructive conversation about working alongside people who are different The four magic words that make this easier and smooth over friction What not to say—and why Learn to set aside differences and get things done Learn how to handle a racist, sexist, homophobic or offensive remark in a professional way Retain your sanity when colleagues drive you crazy The changing demographics of today's workforce bring conflicting viewpoints, perspectives, approaches, skills, habits, and personalities together in one place; whether that leads to synergy or catastrophe is up to you. How to Work With and Lead People Not Like You helps you turn a hurdle into an advantage so you or your team can do more, achieve more, and enjoy the ride.
Author: Martin Zwilling Publisher: Packt Publishing Ltd ISBN: 1783001437 Category : Business & Economics Languages : en Pages : 302
Book Description
If your find yourself daydreaming about your own business and not just your next promotion, this book will help you shape your ideas as you begin your enrepreneurial journey.
Author: Isabella Villani Publisher: John Wiley & Sons ISBN: 0730369102 Category : Business & Economics Languages : en Pages : 291
Book Description
Your customers are your future. Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart. From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution. Transform Customer Experience offers real-life insights into effective strategies for developing and implementing Customer Experience (CX) programs in a range of corporate, governmental and non-profit environments. • Shows you how to address dimensions of diversity in the customer base • Outlines customer journey mapping • Discusses the implications of customers’ omnichannel engagement • Addresses the importance of positive employee experience in establishing a supportive CX culture. Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it.
Author: Blake Morgan Publisher: Taylor & Francis ISBN: 1351694499 Category : Business & Economics Languages : en Pages : 222
Book Description
“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 success by emphasizing the importance of relationships. Companies that do more: Design something special Offer a strong employee experience Modernize with technology Obsess over the customer Reward responsibility and accountability Embrace disruption and innovation More Is More offers practical advice for building or improving customer experience that you can apply immediately at your own organization. Time is of the essence: your customers are not willing to wait for you to get the customer experience right. Outlining the key areas you need to address immediately, More Is More will help you weather external changes, remain relevant, and thrive in today’s ever-changing business landscape.
Author: Blake Morgan Publisher: HarperCollins Leadership ISBN: 1400245966 Category : Business & Economics Languages : en Pages : 241
Book Description
A leadership playbook for making customer experience a core aspect of your business. In a rapidly changing world filled with uncertainties, one thing remains crystal clear: customers are increasingly fickle and no longer care about loyalty to any particular company. In addition, many well-intentioned companies are falling short of customer expectations, despite every organization’s potential for excellence. The truth is customer experience is not what it used to be. New technologies, values, generational expectations, economic instability, - and the rapid pace of change all must be considered as you forge ahead. How do you put the customer first in the face of all these emerging trends? Using cutting-edge research and interviewing top leaders across industries, customer experience futurist Blake Morgan has pulled together eight new laws that the best companies follow in terms of building and maintaining a focus on the customer. Customer experience is a decision leaders must make every day, and this book shows you how: C.reate a customer experience mindset. eX.ceed longterm profit expectations by focusing on both short term and long term profits. L.ay out your customer experience strategy creation and stick to it. E.mbark on your 90 day get started plan. A.nticipate the future by being a customer experience futurist. D.on’t forget that employees are customers too. E.valuate success and measure what can be measured. R.eaffirm the priority - keep CX front and center. Learn the laws, see how the best companies apply them, and build them into your organization to become a transformational customer experience leader!
Author: Nawal K. Taneja Publisher: Routledge ISBN: 1317152174 Category : Business & Economics Languages : en Pages : 309
Book Description
Designing Future-Oriented Airline Businesses is the eighth Ashgate book by Nawal K. Taneja to address the ongoing challenges and opportunities facing all generations of airlines. Firstly, it challenges and encourages airline managements to take a deeper dive into new ways of doing business. Secondly, it provides a framework for identifying and developing strategies and capabilities, as well as executing them efficiently and effectively, to change the focus from cost reduction to revenue enhancement and from competitive advantage to comparative advantage. Based on the author’s own extensive experience and ongoing work in the global airline industry, as well as through a synthesis of leading business practices both inside and outside of the industry, Designing Future-Oriented Airline Businesses sets out to demystify numerous concepts being discussed within the airline industry and to facilitate managements to identify and articulate the boundaries of their business models. It provides material from which managements can set about answering the key questions, especially with respect to strategies, capabilities and execution, and pursue an effective redesign of their business. As with the author’s previous books, the primary audience is senior-level practitioners of differing generations of airlines worldwide as well as related businesses. The material presented continues to be at a pragmatic level, not an academic exercise, to lead managements to ask themselves and their teams some critical thought-provoking questions.
Author: Sapna Popli Publisher: Emerald Group Publishing ISBN: 1839097108 Category : Business & Economics Languages : en Pages : 257
Book Description
Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for businesses. This is essential reading for marketing scholars and practitioners looking for insights into improving their customers' experiences.
Author: Barbara B. Adams PsyD Publisher: Greenleaf Book Group ISBN: 1626345082 Category : Business & Economics Languages : en Pages : 270
Book Description
Diverse, inclusive organizations have a distinct business advantage over other organizations. They innovate faster, outperform other companies, and even produce higher financial returns. Workforce diversity, as a business strategy, drives success and can transform a company. But inclusive diversity is difficult to attain, and honestly, about more than just economic benefit. People are looking for guidance on how to do this vital work. Companies that want greater diversity inevitably find that they come up against culture and obstacles they are ill-equipped to handle. When the way we’ve done business no longer represents the kinds of organizations we want to be, how do we step out of our old models and mindsets? This book is for anyone who wants change in the workplace and knows their companies could do more and be more. It’s for business leaders, hiring managers, human resources, all those within an organization who believe things can be done differently. In this book, Dr. Adams lays out clear, actionable steps readers can take to develop sustainably diverse and inclusive workplaces. As an organizational psychologist who’s been helping companies create measurable change for over 20 years, she offers tangible solutions to complex issues that will enable companies to walk a new path of diversity and inclusion, heightening their performance and success.
Author: Kelly McDonald
Author: Kelly McDonald
Author: Kelly McDonald
Author: Martin Zwilling
Author: Isabella Villani
Author: Blake Morgan
Author: Blake Morgan
Author: Nawal K. Taneja
Author: Sapna Popli
Author: Barbara B. Adams PsyD
Author: David Conrad Mayer