購物比價找書網找車網
FindBook  
 有 1 項符合

Customers Know You Suck: Actionable CX Strategies to Better Understand, Attract, and Retain Customers

的圖書
Customers Know You Suck: Actionable CX Strategies to Better Understand, Attract, and Retain Customers Customers Know You Suck: Actionable CX Strategies to Better Understand, Attract, and Retain Customers

作者:Levitt 
出版社:Delta CX Media
出版日期:2022-12-02
語言:英文   規格:平裝 / 336頁 / 25.4 x 17.78 x 1.78 cm / 普通級/ 初版
圖書選購
型式價格供應商所屬目錄
 
$ 987
博客來 博客來
企業管理
圖書介紹 - 資料來源:博客來   評分:
圖書名稱:Customers Know You Suck: Actionable CX Strategies to Better Understand, Attract, and Retain Customers

內容簡介

Customers Know You Suck is the how-to manual for customer-centric product-market fit. Its highly actionable models, maps, and processes empower everyone to improve the Customer Experience (CX). Learn how to investigate, diagnose, and act on what’s blocking teams. Gather the evidence and data that better inform decisions, leading to increased satisfaction, conversion, and loyalty. Use our governance model for implementing and monitoring the progress, success, and failure of internal process changes and experiments.


We’ve all been in that meeting: something we thought users would want or do didn’t happen as expected. How did we get that wrong and how do we keep that from happening again? Too often, product and service decisions are not guided by customer intelligence data. Where we lack knowledge, we work from guesses and assumptions, introducing or increasing risk.


Customers expect high quality and value from every interaction with your company. People notice when we don’t meet their quality standards. Our reviews, stock price, support tickets, and customer attrition clearly show that what we thought was "good enough" isn’t. If you lose potential or current customers in one channel, you’ve probably lost them in every channel.


But transforming toward customer-centricity strengthens customer relationships and increases revenue. Save money, reduce risk, work more efficiently, and improve culture while increasing customer satisfaction and loyalty.


-----


Who should read this book? Managers, leaders, and execs. Strategists and analysts. Product, Marketing, Support, Engineering, Data, CX, UX, and everybody else. This book is about creating change. Where you don’t have that authority, please bring ideas to those above you in your org.


-----


"Every chapter in Customers Know You Suck has something that makes me think, "If only that annoying person in my company understood this." The book contains a lot of principles and practical advice, and can be easily skimmed if you need to go deeper into one of the topics. It’s a manual, and I mean this in a very positive way: it’s deep, it’s comprehensive, and it’s chunked in a way that allows me to find the answer to a specific question the moment I need it. There are a lot of short paragraphs with precise titles, boxes with specific examples, and separate chapters for interviews. It’s super helpful, and easy to find topics I want to explore." - Ilaria Fioravanti, UX Designer


-----

Advice from authors, speakers, trainers, big consulting companies, webinars, and white papers is often high-level. You might hear the following and still have no idea what to do:

* Deliver innovative products and services.

* Be product-led, use product discovery techniques, and validate ideas for product-market fit.

* Be Agile and Lean. Increase efficiency and velocity.

* Value privacy, safety, ethics, diversity, inclusion, and accessibility.

* Aim for continuous discovery, continuous delivery, continuous improvement, and continuous learning.

* Convince the execs and get buy-in.

* Create positive customer and employee experiences.

* Lead with empathy and create empathy

* Talk to customers, listen to them, and walk in their shoes.

* Design a customer journey map.

* Experiment, innovate, and disrupt

* Use NPS, measure customer satisfaction, and do whatever it takes to lift those scores.

* Run some surveys, A/B tests, talk to a few customers, and find out what they need.

* Pursue customer feedback.

* Brainstorm using workshops, design thinking, design sprints, Lean UX, and LEGO.

This book takes a critical thinking look at the above advice, and guides readers to action.

 

詳細資料

  • ISBN:9780974696010
  • 規格:平裝 / 336頁 / 25.4 x 17.78 x 1.78 cm / 普通級 / 初版
  • 出版地:美國
贊助商廣告
 
金石堂 - 今日66折
上臺好好說(全2冊):1提升自信的發表力+2帶領討論的領導力
作者:學研PLUS
出版社:小熊出版社
出版日期:2024-01-04
66折: $ 502 
金石堂 - 今日66折
周姚萍講新成語故事1-禿禿山與禿禿鳥附小作家上場+拼字變成語超萌稿紙,培養小學生的讀寫能力
作者:周姚萍
出版社:五南圖書出版股份有限公司
出版日期:2018-04-28
66折: $ 198 
 
金石堂 - 暢銷排行榜
反派吸血鬼的求生哲學03(完)(限制級)
作者:草草泥
出版社:朧月書版有限公司
出版日期:2024-11-13
$ 229 
博客來 - 暢銷排行榜
素食者【亞洲首部榮獲國際曼布克獎作品】
作者:韓江 (한강)
出版社:漫遊者文化
出版日期:2023-05-08
$ 300 
博客來 - 暢銷排行榜
敗北女角太多了!SSS 全 (首刷限定版)
出版日期:2024-10-30
$ 247 
博客來 - 暢銷排行榜
蔡康永的情商課2:因為這是你的人生
作者:蔡康永
出版社:如何
出版日期:2019-10-17
$ 276 
 
博客來 - 新書排行榜
張忠謀自傳:下冊 一九六四 ── 二〇一八
出版日期:2024-11-29
$ 592 
Taaze 讀冊生活 - 新書排行榜
熱呼呼的蒸餃先生
作者:沈輔瑛
出版社:小漫遊文化
出版日期:2024-11-06
$ 252 
Taaze 讀冊生活 - 新書排行榜
謝沅瑾蛇年生肖運勢大解析:年年必備全方位開運工具書!
作者:謝沅瑾
出版社:時報文化出版企業股份有限公司
出版日期:2024-11-19
$ 349 
金石堂 - 新書排行榜
深潭迴廊 02
作者:永井三郎
出版社:東立出版社
出版日期:2024-12-31
$ 133 
 

©2024 FindBook.com.tw -  購物比價  找書網  找車網  服務條款  隱私權政策