Customer Science Behavioral Insights For Creating Breakthrough Customer Experiences

Author : Alexander Chernev
Publisher : Cerebellum Press
Page : 500 pages
File Size : 45,7 Mb
Release : 2022-08-01
Category : Business & Economics
ISBN : 8210379456XXX

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Customer Science: Behavioral Insights for Creating Breakthrough Customer Experiences by Alexander Chernev Pdf

This book examines the strategic principles that define the customer experience. Building on the recent findings in the domains of behavioral economics and social psychology, Customer Science discusses the customer experience from three different perspectives: what customers do—how they identify a problem, seek a solution, and interact with the offering; what they think and feel during this process—how they evaluate different market offerings; and what motivates their behavior—why they act the way they do. In this context, it examines all components of the customer experience—from activating a need to buying a company’s offerings, to becoming a loyal customer and advocate for the company. The different stages of customer interaction with the company and its offerings are presented in the form of a customer experience map, which functions as the organizing principle for this book. The customer experience map is the blueprint for understanding the different stages of the customer experience and facilitating managerial decision making at each stage. The customer experience map is also the foundation of the customer experience canvas, a practical tool to identify the key questions managers should ask as they strive to create impactful customer experiences.

Author : Nancy Harhut
Publisher : Kogan Page Publishers
Page : 289 pages
File Size : 43,7 Mb
Release : 2022-08-03
Category : Business & Economics
ISBN : 9781398606678

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Using Behavioral Science in Marketing by Nancy Harhut Pdf

WINNER: National Indie Excellence Awards 2023 - Marketing & Public Relations SHORTLISTED: Business Book Awards 2023 - Smart Thinking FINALIST: Next Generation Indie Book Awards 2023 - Business Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behavior and instinctive responses. Using Behavioral Science in Marketing shows how to apply behavioral science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. Highly practical and accessible, it includes case studies and examples from AT&T, Apple, Spotify and The Wall Street Journal showing how these approaches have been used in practice. Using Behavioral Science in Marketing also reveals how to increase consumer involvement and engagement, convey exclusivity and desirability, and prompt customer action and loyalty with scientifically proven principles such as autonomy bias, storytelling, and the Von Restorff effect. Featuring common mistakes to avoid and key takeaways at the end of each chapter, it's also accompanied by downloadable checklists and an interactive template to use in practice. In a highly competitive space, where even an incremental advantage can result in significant uplifts, this is a crucial resource to create stand out and successful marketing-especially for marketers in highly regulated or highly competitive environments.

Author : Ruth N. Bolton
Publisher : Business Expert Press
Page : 207 pages
File Size : 54,6 Mb
Release : 2016-04-18
Category : Business & Economics
ISBN : 9781631573729

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Service Excellence by Ruth N. Bolton Pdf

The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.

Author : David Lundahl
Publisher : Academic Press
Page : 256 pages
File Size : 48,8 Mb
Release : 2011-10-19
Category : Technology & Engineering
ISBN : 9780123877147

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Breakthrough Food Product Innovation Through Emotions Research by David Lundahl Pdf

More than 95% of all consumer product launched in the packaged goods sector fail to achieve their goals for success. Breakthrough Food Product Innovation Through Emotions Research gives a clear answer for innovation teams seeking to increase product success rates by breaking through the clutter in an otherwise undifferentiated, commoditized marketplace. Through case studies, it lays out a practical approach for applying emotions research throughout the food innovation and product development process. The basic premise is that emotions are the chief motivation for why consumers sense, select, seek and share their food product experiences. With this novel framework, the science of consumer behavior is made operational for innovation teams. Emotions insight inspires innovation teams to create and helps guide decision making as they design sensory cues and other behavior drivers into products that make consumers want to consume. This book has implications for the whole innovation team - innovators such as product developers, designers, creative chiefs, and marketers; strategists such as line managers; and researchers such as sensory and marketing researchers. Presents a behaviour-driven approach to innovation for the development of breakthrough food products Illustrates a collaborative framework to inspire creativity and guide decision making through emotions insights Explores a research framework that gets to the "whys" of consumer behavior by distilling the science of emotions into research insights Defines design and development methods to build sensory cues into packaging and packaged foods that deliver emotional impact Explains research methods that get to the "so whats" of insights through emotions research Provides case studies and examples proving the value of the behavior-driven approach to food product innovation

Author : Customer Experiences Incorporated,Gary W. Millet,Blaine W. Millet
Publisher : Unknown
Page : 0 pages
File Size : 44,8 Mb
Release : 2002
Category : Consumer satisfaction
ISBN : 1881637506

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Creating and Delivering Totally Awesome Customer Experiences by Customer Experiences Incorporated,Gary W. Millet,Blaine W. Millet Pdf

Author : Jon Picoult
Publisher : McGraw-Hill Education
Page : 256 pages
File Size : 55,9 Mb
Release : 2021-10-12
Category : Business & Economics
ISBN : 126425878X

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From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans by Jon Picoult Pdf

Stop satisfying your customers – and start impressing them – using the strategies of Apple, Costco, Disney, and other industry dominators. If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business. Renowned customer experience expert Jon Picoult takes you on a mesmerizing journey, showing how customer loyalty is as much about shaping people’s memories as it is about shaping their experiences. Through captivating stories and eye-opening studies, Picoult explains the 12 breakthrough, psychology-based strategies that successful companies use to impress customers – leading them to become obsessed with the business’s products and services, and to encourage others to do the same. Filled with actionable examples, you’ll see how you can immediately apply these principles to turn more sales prospects into customers, and more customers into raving fans. Picoult even demonstrates how business leaders can use the very same principles to strengthen employee engagement and loyalty. Turn your organization’s customer experience into its greatest competitive advantage, by applying the simple but profound lessons in From Obsessed to Impressed.

Author : James Seligman
Publisher : Lulu.com
Page : 172 pages
File Size : 44,8 Mb
Release : 2012-11-01
Category : Business & Economics
ISBN : 9781291057461

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Customer Experience in Modern Marketing by James Seligman Pdf

Customer Experience Management in Modern Marketing is a dynamic approach to the co-creation of value through the relationship. The book, chapter by chapter provides information, examples of how to develop and create a lasting experience for your customers

Author : Christoph Meinel,Larry Leifer
Publisher : Springer Nature
Page : 361 pages
File Size : 41,8 Mb
Release : 2021-08-11
Category : Business & Economics
ISBN : 9783030763244

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Design Thinking Research by Christoph Meinel,Larry Leifer Pdf

Extensive research conducted by the Hasso Plattner Design Thinking Research Program at Stanford University in Palo Alto, California, USA, and the Hasso Plattner Institute in Potsdam, Germany, has yielded valuable insights on why and how design thinking works. The participating researchers have identified metrics, developed models, and conducted studies, which are featured in this book, and in the previous volumes of this series. This volume provides readers with tools to bridge the gap between research and practice in design thinking with varied real world examples. Several different approaches to design thinking are presented in this volume. Acquired frameworks are leveraged to understand design thinking team dynamics. The contributing authors lead the reader through new approaches and application fields and show that design thinking can tap the potential of digital technologies in a human-centered way. In a final section, new ideas in neurodesign at Stanford University and at Hasso Plattner Institute in Potsdam are elaborated upon thereby challenging the reader to consider newly developed methodologies and provide discussion of how these insights can be applied to various sectors. Special emphasis is placed on understanding the mechanisms underlying design thinking at the individual and team levels. Design thinking can be learned. It has a methodology that can be observed across multiple settings and accordingly, the reader can adopt new frameworks to modify and update existing practice. The research outcomes compiled in this book are intended to inform and provide inspiration for all those seeking to drive innovation – be they experienced design thinkers or newcomers.

Author : Frederick M. Hess,Bror Saxberg
Publisher : Corwin Press
Page : 217 pages
File Size : 43,6 Mb
Release : 2014
Category : Education
ISBN : 9781452255491

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Breakthrough Leadership in the Digital Age by Frederick M. Hess,Bror Saxberg Pdf

“By deconstructing learning science and making the connection to technology, Hess and Saxberg have outlined key strategies for school leaders as they work to transform traditional practices in schools. Whether it is whole-school reform or targeted interventions, principals will be motivated to rethink or‘re-engineer’ the use of technology to optimize teaching and learning.” —Gail Connelly, Executive Director National Association of Elementary School Principals.

Author : Alexander Chernev
Publisher : Cerebellum Press
Page : 265 pages
File Size : 54,9 Mb
Release : 2020-02-15
Category : Business & Economics
ISBN : 8210379456XXX

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The Marketing Plan Handbook, 6th Edition by Alexander Chernev Pdf

The Marketing Plan Handbook presents a streamlined approach to writing succinct and meaningful marketing plans. By offering a comprehensive, step-by-step method for crafting a strategically viable marketing plan, this book provides the relevant information in a concise and straight-to-the-point manner. It outlines the basic principles of writing a marketing plan and presents an overarching framework that encompasses the plan’s essential components. A distinct characteristic of this book is its emphasis on marketing as a value-creation process. Because it incorporates the three aspects of value management—managing customer value, managing collaborator value, and managing company value—the marketing plan outlined in this book is relevant not only for business-to-consumer scenarios but for business-to-business scenarios as well. This integration of business-to-consumer and business-to-business planning into a single framework is essential for ensuring success in today’s networked marketplace. The marketing plan outlined in this book builds on the view of marketing as a central business discipline that defines the key aspects of a company’s business model. This view of marketing is reflected in the book’s cross-functional approach to strategic business planning. The Marketing Plan Handbook offers an integrative approach to writing a marketing plan that incorporates the relevant technological, financial, organizational, and operational aspects of the business. This approach leads to a marketing plan that is pertinent not only for marketers but for the entire organization. The Marketing Plan Handbook can benefit managers in all types of organizations. For startups and companies considering bringing new products to the market, this book outlines a process for developing a marketing plan to launch a new offering. For established companies with existing portfolios of products, this book presents a structured approach to developing an action plan to manage their offerings and product lines. Whether it is applied to a small business seeking to formalize the planning process, a startup seeking venture-capital financing, a fast-growth company considering an initial public offering, or a large multinational corporation, the framework outlined in this book can help streamline the marketing planning process and translate it into an actionable strategic document that informs business decisions and helps avoid costly missteps.

Author : Anonim
Publisher : Unknown
Page : 128 pages
File Size : 40,8 Mb
Release : 2024-05-06
Category : Electronic
ISBN : 1223143023

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The Customer Experience Edge by Anonim Pdf

Author : Alexander Chernev
Publisher : Unknown
Page : 266 pages
File Size : 53,6 Mb
Release : 2020-02-15
Category : Business & Economics
ISBN : 193657263X

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Strategic Brand Management, 3rd Edition by Alexander Chernev Pdf

Strategic Brand Management (3rd Edition) lays out a systematic approach to understanding the key principles of building enduring brands and presents an actionable framework for brand management. Clear, succinct, and practical, it is the definitive text on building strong brands.

Author : Keith Ferrazzi
Publisher : Crown Currency
Page : 338 pages
File Size : 55,7 Mb
Release : 2009-05-19
Category : Self-Help
ISBN : 9780385530224

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Who's Got Your Back by Keith Ferrazzi Pdf

Disregard the myth of the lone professional “superman” and the rest of our culture’s go-it alone mentality. The real path to success in your work and in your life is through creating an inner circle of “lifeline relationships” – deep, close relationships with a few key trusted individuals who will offer the encouragement, feedback, and generous mutual support every one of us needs to reach our full potential. Whether your dream is to lead a company, be a top producer in your field, overcome the self-destructive habits that hold you back, lose weight or make a difference in the larger world, Who’s Got Your Back will give you the roadmap you’ve been looking for to achieve the success you deserve. Keith Ferrazzi, the internationally renowned thought leader, consultant, and bestselling author of Never Eat Alone, shows us that becoming a winner in any field of endeavor requires a trusted team of advisors who can offer guidance and help to hold us accountable to achieving our goals. It is the reason PH.D candidates have advisor teams, top executives have boards, world class athletes have fitness coaches, and presidents have cabinets. In this step-by-step guide to the powerful principles behind personal growth and change, you’ll learn how to: · Master the mindsets that will help you to build deeper, more trusting “lifeline relationships” · Overcome the career-crippling habits that hold you back, once and for all · Get further, faster by setting goals in a dramatically more powerful way · Use “sparring” as a productive tool to make the decisions that will fuel personal success · Replace the yes men in your life with those who get it and care – and will hold you accountable to achieving your goals · Lower your guard and let others help! None of us can do it alone. We need the perspective and advice of a trusted team. And in Who’s Got Your Back, Keith Ferrazzi shows us how to put our own “dream team” together.

Author : Michael Vaughan
Publisher : Nicholas Brealey
Page : 228 pages
File Size : 41,6 Mb
Release : 2013-11-07
Category : Business & Economics
ISBN : 9781857889338

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The Thinking Effect by Michael Vaughan Pdf

The revolutionary approach to smart thinking. In a rapidly changing world there is an increasing need for critical, creative, and systems thinking. These abilities, though, are only gained through a virtuous circle of trying, reflecting, learning, and trying again; despite this, most organizations are still trying to develop these skills through linear approaches. The Thinking Effect by Michael Vaughan redefines smart thinking and effective learning - teaching how rather than what to think. Vaughan has spent his career teaching smart thinking to Fortune 500 companies and government agencies around the globe. By adopting this new thinking, leaders will learn how to develop "neural leadership" - understanding and engaging with the psychology of their team - while employees at all levels will learn how to: develop patterns of thought that differentiate top performers from those who merely do their jobs, increase productivity, improve problem-solving, and influence profitability, and become Value Workers who generate value for growth and a sustainable future. The Thinking Effect offers learning solutions, individual practices, and real-world applications to help companies break free from institutional processes that hinder fresh and innovative thought. The result is an engaged, valuable workforce that rethinks established practices - and thinking itself.

Author : Guy Cheron,Maurizio Bertollo,Sergio Machado
Publisher : Frontiers Media SA
Page : 152 pages
File Size : 41,7 Mb
Release : 2023-10-05
Category : Science
ISBN : 9782832535141

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Insights in movement science and sport psychology 2021 by Guy Cheron,Maurizio Bertollo,Sergio Machado Pdf