Customer Experience Strategy Best Practices - April 2024

UX Strategy: How to Devise Innovative Digital Products that People Want

User experience (UX) strategy requires a careful blend of business strategy and UX design, but until now, there hasn’t been an easy-to-apply framework for executing it. This hands-on guide introduces lightweight strategy tools and techniques to help you and your team craft innovative multi-device products that people want to use.Whether you’re an entrepreneur, UX/UI designer, product manager, or part of an intrapreneurial team, this book teaches simple-to-advanced strategies that you can use in your work right away. Along with business cases, historical context, and real-world examples thr... [Read More]

• ASIN: 1449372864
• UPC: 001449372864
• ASIN: 1449372864
• ISBN: 1449372864
• Brand: O'Reilly Media
• Manufacturer: O'Reilly Media

Product Leadership: How Top Product Managers Launch Awesome Products and Build Successful Teams

In today’s lightning-fast technology world, good product management is critical to maintaining a competitive advantage. Yet, managing human beings and navigating complex product roadmaps is no easy task, and it’s rare to find a product leader who can steward a digital product from concept to launch without a couple of major hiccups. Why do some product leaders succeed while others don’t?This insightful book presents interviews with nearly 100 leading product managers from all over the world. Authors Richard Banfield, Martin Eriksson, and Nate Walkingshaw draw on decades of experience in ... [Read More]

• ASIN: 1491960604
• ASIN: 1491960604
• ISBN: 1491960604
• Brand: O Reilly Media
• Manufacturer: O'Reilly Media

The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty

Convenience is KingWhen you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals.There is a reason they call it a convenience store - because it's convenient!  When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven?  Customers who shop at convenience stores know the selection is smaller and the prices are often higher...yet they still come in droves because of the ease of purchase.What about the minibar in your hotel room?  That's convenient too...but the convenience com... [Read More]

• ASIN: 1640950524
• ASIN: 1640950524
• ISBN: 1640950524
• Manufacturer: Sound Wisdom

X: The Experience When Business Meets Design

Welcome to a new era of business in which your brand is defined by those who experience it. Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you re not around? In an always-on world where everyone is connected to information and also one another, customer experience is your brand. And, without defining experiences, brands become victim to whatever people feel and share. In his new book X: The Experience When Business Meets Design bestselling author Brian Solis shares why great products are no longer good enough to ... [Read More]

• ASIN: 1118456548
• ASIN: 1118456548
• ISBN: 1118456548
• Manufacturer: Wiley

A / B Testing: The Most Powerful Way to Turn Clicks Into Customers

How Your Business Can Use the Science That Helped Win the White House The average conversion rate—the rate at which visitors convert into customers—across the web is only 2%. That means it's likely that 98% of visitors to your website won't end up converting into customers. What's the solution? A/B testing. A/B testing is the simple idea of showing several different versions of a web page to live traffic, and then measuring the effect each version has on visitors. Using A/B testing, companies can improve the effectiveness of their marketing and user experience and, in doing so, can sometim... [Read More]

• ASIN: 1118792416
• ASIN: 1118792416
• ISBN: 9781118792414
• Manufacturer: Wiley

Not My Circus, Not My Monkeys: Why the Path to Transformational Customer Experience Runs Through Employee Experience

The name of the game in business is to deliver an exceptional customer experience to consumers and clients. But if a company's employee experience is subpar, the customer's experience will also suffer. Lance Gibbs, an authority on business process management,  understands this important, often-overlooked connection, and he has powerful solutions for improving the workers' side of the equation.Not My Circus, Not My Monkeys shines a light on the in-house issues that negatively affect a company's efficiency and profits. Gibbs provides essential strategies for granting employees the systems, auth... [Read More]

• ASIN: 1619617005
• ASIN: 1619617005
• ISBN: 1619617005
• Manufacturer: Lioncrest Publishing

The Commonwealth of Self Interest: Business Success Through Customer Engagement

Twenty-first century customers are demanding more than ever - they will communicate with a company in whatever channel they need to at the time they want to. They want their interactions with the company to be seamless, convenient and simple. They want to get whatever it is they want to do with your company done as fast as possible. AND they want more than just good products and services, products, services, the tools they need to control their interactions with your company and consumable experiences. All in all, if you can't compete by engaging them in ways that make them want to come back t... [Read More]

• ASIN: 1733618201
• ASIN: 1733618201
• ISBN: 1733618201
• Manufacturer: 56 Group, LLC

Enable Better Service: A Customer Service Contact Center Story of Breaking Away from the Norm Through Creativity, Technology and Innovation.

Not everyone looks forward to calling a contact center. Most people don't pick up the phone and smile from ear to ear in anticipation for that "press 1 for..." and "average wait time is 2 minutes." Contact Centers are complex and often an afterthought for many companies. This is especially apparent for companies that grow quickly and are in the most need of an efficient way to answer customer's questions. This book will lay out the steps to combat this misconception and turn your contact center into a well-oiled machine that can also save on the bottom line.In Enable Better Service, Aarde Coss... [Read More]

• ASIN: 1798035812
• ASIN: 1798035812
• ISBN: 1798035812
• Manufacturer: Independently published

Product Roadmaps Relaunched: How to Set Direction while Embracing Uncertainty

A good product roadmap is one of the most important and influential documents an organization can develop, publish, and continuously update. In fact, this one document can steer an entire organization when it comes to delivering on company strategy.This practical guide teaches you how to create an effective product roadmap, and demonstrates how to use the roadmap to align stakeholders and prioritize ideas and requests. With it, you’ll learn to communicate how your products will make your customers and organization successful.Whether you're a product manager, product owner, business analyst, ... [Read More]

• ASIN: B076VX53K1
• ASIN: B076VX53K1
• Manufacturer: O'Reilly Media

The Thank You Economy

• ASIN: 0061914185
• ASIN: 0061914185
• ISBN: 9780061914188
• Brand: Gary Vaynerchuk
• Manufacturer: HarperBusiness

Nicely Said: Writing for the Web with Style and Purpose (Voices That Matter)

A down-to-earth guide to writing clear and friendly content Whether you're new to web writing, or you're a professional writer looking to deepen your skills, this book is for you. You'll learn how to write web copy that addresses your readers' needs and supports your business goals. Learn from real-world examples and interviews with people who put these ideas into action every day: Kristina Halvorson of Brain Traffic, Tiffani Jones Brown of Pinterest, Randy J. Hunt of Etsy, Gabrielle Blair of Design Mom, Mandy Brown of Editorially, Sarah Richards of GOV.UK, and more. Topics: Write marketing c... [Read More]

• ASIN: 0321988191
• ASIN: 0321988191
• ISBN: 0321988191
• Manufacturer: New Riders

Lean vs. Agile vs. Design Thinking: What You Really Need to Know to Build High-Performing Digital Product Teams

As companies evolve to adopt, integrate, and leverage software as the defining element of their success in the 21st century, a rash of processes and methodologies are vying for their product teams' attention. In the worst of cases, each discipline on these teams -- product management, design, and software engineering -- learns a different model. This short, tactical book reconciles the perceived differences in Lean Startup, Design Thinking, and Agile software development by focusing not on rituals and practices but on the values that underpin all three methods. Written by Jeff Gothelf, the co-... [Read More]

• ASIN: 0999476912
• ASIN: 0999476912
• ISBN: 0999476912
• Manufacturer: Sense and Respond Press

The 1-Page Marketing Plan: Get New Customers, Make More Money, And Stand Out From The Crowd

WARNING: Do Not Read This Book If You Hate MoneyTo build a successful business, you need to stop doing random acts of marketing and start following a reliable plan for rapid business growth. Traditionally, creating a marketing plan has been a difficult and time-consuming process, which is why it often doesn't get done.In The 1-Page Marketing Plan, serial entrepreneur and rebellious marketer Allan Dib reveals a marketing implementation breakthrough that makes creating a marketing plan simple and fast. It's literally a single page, divided up into nine squares. With it you'll be able to map out ... [Read More]

• ASIN: B01B35M3SM
• ASIN: B01B35M3SM
• Manufacturer: Successwise

Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can he... [Read More]

• ASIN: B01F9Y6B9K
• ASIN: B01F9Y6B9K
• Manufacturer: O'Reilly Media

The Power of Promise: How to win and keep customers by telling the truth about your brand

Trust lies at the heart of every good customer experience. But how do you create trust and deliver on the promise of your brand? Whether you are a business owner or an employee deeply invested in delivering on your organization’s brand promise, the most powerful way to fulfill that promise begins with becoming aligned with who you really are. The Power of Promise teaches you how to understand, declare, map, train, and deliver exactly what you’ve promised your customers, which enhance your bottom line, meet and exceed the expectations of your customers and improve the work experience for yo... [Read More]

• ASIN: 1732789509
• ASIN: 1732789509
• ISBN: 1732789509
• Manufacturer: Bowker Identifier Services

8 Keys to Recovery from an Eating Disorder : Effective Strategies from Therapeutic Practice and Personal Experience

A unique and personal look into treatment of eating disorders, written by a therapist and her former patient, now a therapist

• UPC: 16872268

Digital Sense : The Common Sense Approach to Effectively Blending Social Business Strategy, Marketing Technology, and Customer Experience

Compete in the digital world with pragmatic strategies for success Digital Sense provides a complete playbook for organizations seeking a more engaged customer experience strategy. By reorganizing sales and marketing to compete in today's digital-first,

• UPC: 53961127
• Rating: 5.0

Building a World-Class Compliance Program : Best Practices and Strategies for Success

Written by a long-standing practitioner in the field, this timely and critical work is your best source for understanding all the complex issues and requirements associated with corporate compliance. It provides clear guidance for those

• UPC: 8041910

Diary of a Currency Trader : A Simple Strategy for Foreign Exchange Trading and How It Is Used in Practice

Diary of a Currency Trader is Samuel J Rae's no-nonsense, full disclosure look at his approach to the retail foreign exchange markets. In the book Samuel takes you through his personal journey and how he

• UPC: 31890960

More Is More : How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences

9781138046788

• UPC: 55600192

Industrial Megaprojects : Concepts, Strategies, and Practices for Success

"Avoid common pitfalls in large-scale projects using these smart strategies Over half of large-scale engineering and construction projects off-shore oil platforms, chemical plants, metals processing, dams, and similar projects have miserably poor results. These include

• UPC: 15565803

Customer Experience 3.0 : High-Profit Strategies in the Age of Techno Service

Customer Experience 3.0 provides firsthand guidance on what works and what doesn't in the area of customer service. This groundbreaking book contains an innovative customer-experience framework and step-by-step roadmap, revealing how to delight customers using

• UPC: 33549994

Best Practices and Strategies for Career and Technical Education and Training : A Reference Guide for New Instructors

Best Practices and Strategies for Career and Technical Education and Training: A Reference Guide for New

• UPC: 26345795

The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience - eBook

Customer service isnt a departmentits a philosophy that includes every person and aspect of the best and brightest companies. In a tough competitive and price-sensitive economy customer service is one of the most essential tools

• UPC: 610075717

If the Customer's the Copilot, You're in the Wrong Seat : Innovative Yet Simple Strategies to Elevate Your Customer's Experience

This book on how to deliver winning customer service should be on the shelf of every employee who works with customers. It provides timely lessons and guidance on how to take an unsatisfied / satisfied

• UPC: 54943192