Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences

Gildan Media

Narrated by Tim Andres Pabon

7 hr 13 min

GET AHEAD OF THE CUSTOMER EXPERIENCE CURVE Companies who define success through business outcomes and put customers at the center of their business realize sustainable, continuous growth. Customer experience is a key driver of technical innovation and business success-Customer Obsessed teaches companies how to leverage it across all levels of their organizations to sustain competitive advantage in the digital era. Customer Obsessed looks at customer experience with an eye toward business transformation, providing high-level insight into each business element that affects that experience. It offers more than outward-facing prescriptive actions, providing a whole company approach to redefine what it means to be customer-focused and achieve higher levels of success. See how some of today's biggest brands translate data into customer moments, design systems to recognize opportunities to interact, and keep everyone on the same page to deliver personalized experiences. The framework inside gives you all you need to create a customer-obsessed culture where you can: Prioritize people over technology to connect with employees, partners, and customers on a more powerful level Access every critical metric in your business from your phone, from anywhere in the world, through a simple dashboard Reach into the cloud and see customer sentiment, know how customers found your brand, and predict what will keep them engaged Lead with transparency to earn respect and support from your team and clarify executive decision making Create exceptional customer experiences with insights from a CEO who's been on the forefront of the cloud revolution and business transformation for 15 years. Through practical advice and real-world examples, Customer Obsessed provides a comprehensive road map to help you build a better, more innovative business.
Read more
Collapse
Loading...

Additional Information

Publisher
Gildan Media
Read more
Collapse
Published on
Jul 1, 2017
Read more
Collapse
Duration
7h 13m 20s
Read more
Collapse
ISBN
9781469006932
Read more
Collapse
Language
English
Read more
Collapse
Genres
Business & Economics / Consumer Behavior
Business & Economics / Customer Relations
Business & Economics / Sales & Selling / General
Read more
Collapse
Export option
Read more
Collapse
Eligible for Family Library

Listening information

Smartphones and Tablets

Install the Google Play Books app for Android and iPad/iPhone. It syncs automatically with your account and allows you to listen online or offline wherever you are.

Laptops and Computers

You can listen to audiobooks purchased on Google Play using your computer's web browser.
Mobile has reprogrammed your customers' brains. Your customers now turn to their smartphones for everything. What's tomorrow's weather? Is the flight on time? Where's the nearest store, and is this product cheaper there? Whatever the question, the answer is on the phone. This Pavlovian response is the mobile mind shift - the expectation that I can get what I want, anytime, in my immediate context. Your new battleground for customers is this mobile moment - the instant in which your customer is seeking an answer. If you're there for them, they'll love you; if you're not, you'll lose their business. Both entrepreneurial companies like Dropbox and huge corporations like Nestle are winning in that mobile moment. Are you? Based on 200 interviews with entrepreneurs and major companies across the globe, The Mobile Mind Shift is the first book to explain how you can exploit mobile moments. You'll learn how to: • Find your customer's most powerful mobile moments with a mobile moment audit. • Master the IDEA Cycle, the business discipline for exploiting mobile. Align your business and technology teams in four steps: Identify, Design, Engineer, Analyze. • Manufacture mobile moments as Krispy Kreme does - it sends a push notification when hot doughnuts are ready near you. Result: 500,000 app downloads, followed by a double-digit increase in same-store sales. • Turn one-time product sales into ongoing services and engagement, as the Nest thermostat does. And master new business models, as Philips and Uber do. Find ways to charge more and create indelible customer loyalty. • Transform your technology into systems of engagement. Engineer your business and technology systems to meet the ever-expanding demands of mobile. It's how Dish Network not only increased the efficiency of its installers but also created new on-the-spot upsell opportunities. Mobile is rapidly shifting your customers into a new way of thinking. You'll need your own mobile mind shift to respond.
The New York Times bestseller that explains why certain products and ideas become popular. “Jonah Berger knows more about what makes information ‘go viral’ than anyone in the world” (Daniel Gilbert, author of the bestseller Stumbling on Happiness).

What makes things popular? If you said advertising, think again. People don’t listen to advertisements, they listen to their peers. But why do people talk about certain products and ideas more than others? Why are some stories and rumors more infectious? And what makes online content go viral?

Wharton marketing professor Jonah Berger has spent the last decade answering these questions. He’s studied why New York Times articles make the paper’s own Most E-mailed list, why products get word of mouth, and how social influence shapes everything from the cars we buy to the clothes we wear to the names we give our children.

In Contagious, Berger reveals the secret science behind word-of-mouth and social transmission. Discover how six basic principles drive all sorts of things to become contagious, from consumer products and policy initiatives to workplace rumors and YouTube videos. Learn how a luxury steakhouse found popularity through the lowly cheesesteak, why anti-drug commercials might have actually increased drug use, and why more than 200 million consumers shared a video about one of the most seemingly boring products there is: a blender.

Contagious provides a set of specific, actionable techniques for helping information spread—for designing messages, advertisements, and content that people will share. Whether you’re a manager at a big company, a small business owner trying to boost awareness, a politician running for office, or a health official trying to get the word out, Contagious will show you how to make your product or idea catch on.
The step-by-step guide to a winning sales team The Sales Boss reveals the secrets to great sales management, and provides direct examples of how you can start being that manager today. The not-so-secret "secret" is that a winning sales team is made up of high performers-but many fail to realize that high performance must be collective. A single star cannot carry the entire team, and it's the sales manager's responsibility to build a team with the right balance of skills, strengths, and weaknesses. This audiobook shows you how to find the exact people you need, bring them together, and empower them to achieve more than they ever thought possible. You'll learn what drives high performance, and how to avoid the things that disrupt it. You'll discover the missing pieces in your existing training, and learn how to invest in your team to win. You'll come away with more than a better understanding of great sales management-you'll have a concrete plan and an actionable list of steps to take starting right now. Your people are the drivers, but you're the operator. As a sales manager, it's up to you to give your team the skills and tools they need to achieve their potential and beyond. This book shows you how, and provides expert guidance for making it happen. Delve into the psychology behind peak performance Hire the right people at the right time for the right role Train your team to consistently outperform competitors Build and maintain the momentum of success to reach even higher Without sales, business doesn't happen. No mortgages paid, no college funds built, no retirement saved for, until the sales team brings in the revenue. If the sales team wins, the organization wins. Build your winning team with The Sales Boss, the real-world guide to great sales management.
Make personalized marketing a reality with this practical guide to predictive analytics Predictive Marketing is a predictive analytics primer for organizations large and small, offering practical tips and actionable strategies for implementing more personalized marketing immediately. The marketing paradigm is changing, and this book provides a blueprint for navigating the transition from creative- to data-driven marketing, from one-size-fits-all to one-on-one, and from marketing campaigns to real-time customer experiences. You'll learn how to use machine-learning technologies to improve customer acquisition and customer growth, and how to identify and re-engage at-risk or lapsed customers by implementing an easy, automated approach to predictive analytics. Much more than just theory and testament to the power of personalized marketing, this audiobook focuses on action, helping you understand and actually begin using this revolutionary approach to the customer experience. Predictive analytics can finally make personalized marketing a reality. For the first time, predictive marketing is accessible to all marketers, not just those at large corporations - in fact, many smaller organizations are leapfrogging their larger counterparts with innovative programs. This audiobook shows you how to bring predictive analytics to your organization, with actionable guidance that get you started today. Implement predictive marketing at any size organization Deliver a more personalized marketing experience Automate predictive analytics with machine learning technology Base marketing decisions on concrete data rather than unproven ideas Marketers have long been talking about delivering personalized experiences across channels. All marketers want to deliver happiness, but most still employ a one-size-fits-all approach. Predictive Marketing provides the information and insight you need to lift your organization out of the campaign rut and into the rarefied atmosphere of a truly personalized customer experience.
©2019 GoogleSite Terms of ServicePrivacyDevelopersArtistsAbout Google|Location: United StatesLanguage: English (United States)
By purchasing this item, you are transacting with Google Payments and agreeing to the Google Payments Terms of Service and Privacy Notice.