Customer Understanding - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Customer Understanding write by Annette Franz. This book was released on 2019-09-03. Customer Understanding available in PDF, EPUB and Kindle. 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!
Built to Win
Built to Win - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Built to Win write by John Schuerholz. This book was released on 2008-12-14. Built to Win available in PDF, EPUB and Kindle. Lost two Cy Young winners in two years, signed a forty-seven-year-old to be his starting first baseman, played seventeen rookies in 2005, and still took his team to the playoffs: baseball is John Schuerholz's world, and everyone else is just playing in it. In Built to Win, the legendary general manager takes you behind the scenes of the Braves' front office—the most successful in baseball since 1990—and shows how his unique philosophies and leadership techniques have helped Atlanta achieve something no team in sports has ever come close to accomplishing. He candidly peels back the curtain, taking you to his first World Series with the Kansas City Royals and the other moments that defined his career, including his eventual departure to the league doormat Atlanta Braves. No sooner did Schuerholz arrive than they won their first title in 1991—and the rest is history. You'll be there on the incredible night in 1992 when Schuerholz improbably traded for Barry Bonds-only to have the deal nixed at the eleventh hour. You'll see how through shrewd negotiation he swooped in to sign reigning Cy Young-winner Greg Maddux out from under the free-spending Yankees. You'll hear how he dealt with the horrific comments made by John Rocker, helping the Braves overcome the biggest PR nightmare in team history to win yet another division crown. Through the eyes of one of the game's sharpest executives, you'll see why Moneyball only scrapes the tip of Schuerholz's time-tested theories, as well as how he developed the premier scouting system in the majors and a free agent strategy that led the Braves to the top of the heap-fourteen years running. And in the end, you'll see what the rest of the baseball world has known for the better part of two decades: that through the brilliance of John Schuerholz, the Braves have lived with one motto, and one motto alone: "All We Do Is Win."
Built to Win
Built to Win - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Built to Win write by Lawrence Susskind. This book was released on 2009-05-05. Built to Win available in PDF, EPUB and Kindle. Companies that consistently negotiate more valuable agreements?in ways that protect key relationships?enjoy an important but often overlooked competitive advantage. Until now, most companies have sought to improve their negotiation outcomes by sending individuals to training workshops. But this new groundbreaking book, using real-world examples from leading companies, shows a more powerful and less expensive way to achieve this. In Built to Win, authors Susskind and Movius argue that negotiation must be a strategic core competency. Drawing on their decades of training and consulting work, as well as a robust theory of negotiation, the authors provide a step-by-step model for building organizational competence. They show why the approach of ?training and more training? is a weak strategy. The authors also describe the organizational barriers that so often plague even experienced negotiators, and recommend ways of overcoming them. Built to Win explains the crucial role that leaders must play in setting goals, aligning incentives, pinpointing metrics, and supporting learning platforms to promote long-term success. A final chapter provides practical ?how-to? tools to help you start your own organizational improvement process. This book will be invaluable to CEOs, senior-level managers, HR business leaders, human resource professionals, sales and purchasing managers, and others who negotiate regularly.
Built to Win
Built to Win - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Built to Win write by Leslie Heywood. This book was released on . Built to Win available in PDF, EPUB and Kindle. Annotation The sculpted speed of Marion Jones. The grit and agility of Mia Hamm. The slam-dunk style of Lisa Leslie. The skill and finesse of these sports figures are widely admired, no longer causing the puzzlement and discomfort directed toward earlier generations of athletic women. Built to Win explores this relatively recent phenomenon--the confident, empowered female athletes found everywhere in American popular culture. Leslie Heywood and Shari L., Dworkin examine the role of female athletes through interviews with elementary- and high school-age girls and boys; careful readings of ad campaigns by Nike, Reebok, and others; discussions of movies like Fight Club and Girlfight; and explorations of their own sports experiences. They ask: what, if any, dissonance is there between popular images and the actual experiences of these athletes? Do these images really "redefine femininity" and contribute to a greater inclusion of all women in sport? Are sexualized images of these women damaging their quest to betaken seriously? Do they inspire young boys to respect and admire female athletes, and will this ultimately make a difference in the ways gender and power are constructed and perceived? Proposing a paradigm shift from second- to third-wave feminism, Heywood and Dworkin argue that, in the years since the passage of Title IX, gender stereotypes have been destabilized in profound ways, and they assert that female athletes and their imagery are doing important cultural work to that end. Important, refreshing, and engrossing, Built to Win examines sport in all its complexity.
Playing to Win
Playing to Win - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Playing to Win write by Alan G. Lafley. This book was released on 2013. Playing to Win available in PDF, EPUB and Kindle. Explains how companies must pinpoint business strategies to a few critically important choices, identifying common blunders while outlining simple exercises and questions that can guide day-to-day and long-term decisions.
