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  • Inspired

    Inspired
    av Marty Cagan

    Inbunden - 2017 - Engelska - ISBN: 9781119387503

    How do today's most successful tech companies--Amazon, Google, Facebook, Netflix, Tesla--design, develop, and deploy the products that have earned the love of literally billions of people around the world? Perhaps surprisingly, they do it very diffe…

  • Value Proposition Design

    Value Proposition Design
    av Alexander Osterwalder

    Häftad - 2014 - Engelska - ISBN: 9781118968055

    The authors of the international bestseller Business Model Generation explain how to create value propositions customers can't resistValue Proposition Design helps you tackle the core challenge of every business -- creating compelling products and s…

  • The Innovator's Dilemma

    The Innovator's Dilemma
    av Clayton M. Christensen

    Häftad - 2016 - Engelska - ISBN: 9781633691780

    Named one of 100 Leadership & Success Books to Read in a Lifetime by Amazon Editors A Wall Street Journal and Businessweek bestseller. Named by Fast Company as one of the most influential leadership books in its Leadership Hall of Fame. An innovatio…

  • The Innovator's Dilemma

    The Innovator's Dilemma
    av Clayton M. Christensen

    Inbunden - 2013 - Engelska - ISBN: 9781422196021

    Named one of 100 Leadership & Success Books to Read in a Lifetime by Amazon Editors An innovation classic. From Steve Jobs to Jeff Bezos, Clay Christensen's work continues to underpin today's most innovative leaders and organizations. The bestsellin…

  • Sense and Respond

    Sense and Respond
    av Jeff Gothelf

    Inbunden - 2017 - Engelska - ISBN: 9781633691889

    The End of Assembly Line Management We're in the midst of a revolution. Quantum leaps in technology are enabling organizations to observe and measure people's behavior in real time, communicate internally at extraordinary speed, and innovate continu…

  • Building a StoryBrand

    Building a StoryBrand
    av Donald Miller

    Inbunden - 2017 - Engelska - ISBN: 9780718033323

    New York Times best-selling author Donald Miller uses the seven universal elements of powerful stories to teach listeners how to dramatically improve how they connect with customers and grow their businesses.Donald Miller's StoryBrand process is a p…

  • Customer Success

    Customer Success
    av Nick Mehta

    Inbunden - 2016 - Engelska - ISBN: 9781119167969

    Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before…

  • The Experience Economy

    The Experience Economy
    av B. Joseph Pine II

    Inbunden - 2019 - Engelska - ISBN: 9781633697973

    Time is limited. Attention is scarce. Are you engaging your customers?Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral?Welcome to the Experience E…

  • Be Our Guest (10th Anniversary Updated Edition)

    Be Our Guest (10th Anniversary Updated Edition)

    Inbunden - 2011 - Engelska - ISBN: 9781423145844

    Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professional…

  • Delivering Happiness

    Delivering Happiness
    av Tony Hsieh

    Häftad - 2013 - Engelska - ISBN: 9780446576222

    Pay brand-new employees $2,000 to quit Make customer service the responsibility of the entire company-not just a department Focus on company culture as the #1 priority Apply research from the science of happiness to running a business Help employees…

  • An Introduction to Service Design

    An Introduction to Service Design
    av Lara Penin

    Häftad - 2018 - Engelska - ISBN: 9781472572585

    A comprehensive introduction to designing services according to the needs of the customer or participants, this book addresses a new and emerging field of design and the disciplines that feed and result from it.Despite its intrinsic multidisciplinar…

  • Ge omgivningen en positiv chock

    Ge omgivningen en positiv chock
    av PG Wettsjö

    Inbunden - 2019 - Svenska - ISBN: 9789151924083

    Detta är en bok som behandlar ämnena kommunikation, kundvård och bemötande! Boken passar alla. Vem vill inte förstå omgivningen bättre? Vem vill inte bli en mästare på att tackla olika människor i vitt skilda situationer?Önskar du bli bättre på att…

  • How Clients Buy

    How Clients Buy
    av Tom McMakin

    Inbunden - 2018 - Engelska - ISBN: 9781119434702

    The real-world guide to selling your services and bringing in businessHow Clients Buy is the much-needed guide to selling your services. If you're one of the millions of people whose skills are the 'product, ' you know that you cannot be successful…

  • Quality from Customer Needs to Customer Satisfaction

    Quality from Customer Needs to Customer Satisfaction
    av Bo Bergman, Bengt Klefsjo

    Pocket - 2010 - Engelska - ISBN: 9789144059426

    This book examines the quality movement from a holistic perspective that is unique. It will serve as an invaluable handbook both for students and for those interested in enhancing quality in their own organizations. Practical illustrations are combi…

  • How To Become A Rainmaker

    How To Become A Rainmaker
    av Jeffrey J Fox

    Pocket - 2013 - Engelska - ISBN: 9780091954949

    Rainmakers are the people who bring money into their organisations and this book is packed with hints and tips to pursue prospective customers and keep them.

  • Music, Markets and Consumption

    Music, Markets and Consumption
    av Daragh O'Reilly

    Häftad - 2013 - Engelska - ISBN: 9781908999528

    This is one of the first academically rigorous texts covering the whole topic of popular music as a major market, and its marketing and in the contemporary connected world.There are books written by popular music commentators but Music, Markets and…

  • Music, Markets and Consumption

    Music, Markets and Consumption
    av Daragh O'Reilly

    Inbunden - 2013 - Engelska - ISBN: 9781908999511

    This is one of the first academically rigorous texts covering the whole topic of popular music as a major market, and its marketing and in the contemporary connected world.There are books written by popular music commentators but Music, Markets and…

  • Service : från nonchalans till service i mästarklass!

    Service : från nonchalans till service i mästarklass!
    av Kenth Åkerman

    Häftad - 2009 - Svenska - ISBN: 9789186439002

    Från nonchalans till service i mästarklass. 10 tips och "det lilla extra" för bättre service. Inspiration, insikt och verktyg i fickformat.Service - smaka på ordet. Vad får du för associationer? Service, servera, att tjäna - visst smyger sig en posi…

  • Getting Naked

    Getting Naked
    av Patrick M. Lencioni

    Inbunden - 2010 - Engelska - ISBN: 9780787976392

    Another extraordinary business fable from the New York Times bestselling author Patrick LencioniWritten in the same dynamic style as his previous bestsellers including The Five Dysfunctions of a Team, Lencioni illustrates the principles of inspiring…

  • Magnetic: The Art of Attracting Business

    Magnetic: The Art of Attracting Business
    av Joe Calloway

    Inbunden - 2015 - Engelska - ISBN: 9781119147343

    Magnetic: The Art of Attracting Business is a look at how consistently successful businesses are able to attract a steady and ever-increasing flow of customers. This innovative text examines a range of simple, powerful strategies that businesses of…

  • MORE Advice from a Call Center Geek!: Rethinking Call Center Operations 2.0

    MORE Advice from a Call Center Geek!: Rethinking Call Center Operations 2.0
    av Thomas Laird

    Häftad - 2019 - Engelska - ISBN: 9780578566634

  • Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization

    Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization
    av Randy Rubingh

    Häftad - 2013 - Engelska - ISBN: 9781482740103

  • Customer Relationship Management

    Customer Relationship Management
    av Francis Buttle

    Häftad - 2019 - Engelska - ISBN: 9781138498259

    Customer Relationship Management, Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM thro…

  • Customer Relationship Management

    Customer Relationship Management
    av Francis Buttle

    Inbunden - 2019 - Engelska - ISBN: 9781138498266

    Customer Relationship Management, Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM thro…

  • Service Design for Business: A Practical Guide to Optimizing the Customer Experience

    Service Design for Business: A Practical Guide to Optimizing the Customer Experience
    av Ben Reason, Lavrans L. Vlie, Melvin Brand Flu

    Inbunden - 2015 - Engelska - ISBN: 9781118988923

    A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livew…

  • The Customer Success Professional's Handbook

    The Customer Success Professional's Handbook
    av Ashvin Vaidyanathan

    Inbunden - 2020 - Engelska - ISBN: 9781119624615

    The definitive "Customer Success Manager How-To-Guide" for the CSM profession from Gainsight, who brought you the market-leading Customer SuccessThe Customer Success Manager has become a critical asset to organizations across the business landscape.…

  • Unlocking the Customer Value Chain

    Unlocking the Customer Value Chain
    av Thales S. Teixeira

    Inbunden - 2019 - Engelska - ISBN: 9781524763084

    Based on six years of research, Harvard Business School professor Thales Teixeira shows how and why industries are disrupted, and what established companies can do to respond--as well as what potential startups must master if they hope to gain a com…

  • The Customer Centricity Playbook

    The Customer Centricity Playbook
    av Peter Fader

    Häftad - 2018 - Engelska - ISBN: 9781613630907

    2019 BEST BUSINESS BOOK, DIGITAL BOOK WORLD 2019 AXIOM BUSINESS BOOK AWARD WINNER Featured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers "actionable insights to drive immediate value," according to Neil Hoy…

  • Chief Customer Officer 2.0

    Chief Customer Officer 2.0
    av Jeanne Bliss

    Inbunden - 2015 - Engelska - ISBN: 9781119047605

    A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.…

  • Services Marketing: Integrating Customer Focus Across the Firm

    Services Marketing: Integrating Customer Focus Across the Firm
    av Alan Wilson

    Häftad - 2016 - Engelska - ISBN: 9780077169312

    European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketing: Integrating Customer Focus across the Fir…

  • The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

    The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
    av Fred Reichheld

    Inbunden - 2011 - Engelska - ISBN: 9781422173350

    In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?" By asking customers this question, you identify detractors, who sull…

  • The Service Innovation Handbook

    The Service Innovation Handbook
    av Lucy Kimbell

    Häftad - 2015 - Engelska - ISBN: 9789063693534

    This is an action-oriented book for managers and entrepreneurs searching ways to tackle issues they face in terms of developing and delivering services. The book focuses on service organizations, but has a broad interpretation of what services are.…

  • Simply Better

    Simply Better
    av Patrick Barwise

    Inbunden - 2004 - Engelska - ISBN: 9780875843988

    Most executives believe that winning and keeping customers requires offering something unique. But as physical products are seen as increasingly hard to differentiate, companies resort to branding, gimmicks, and "thinking outside the box." Meanwhile…

  • Understanding the Construction Client

    Understanding the Construction Client
    av David Boyd

    Häftad - 2006 - Engelska - ISBN: 9781405129787

    This book breaks new ground by creating a framework to understand clients' actions and needs. Most construction management books focus on improving the construction process; this one focuses on a better engagement with the client. It challenges conc…

  • Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers

    Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
    av Bernd H. Schmitt

    Inbunden - 2003 - Engelska - ISBN: 9780471237747

    Renowned marketer Bernd Schmitt introduces a new marketing paradigm-customer experience management Everyone has stories about terrible customer service-whether they were treated poorly by an airline they often fly, or received lackluster service at…

  • The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results

    The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results
    av Brent Adamson, Matthew Dixon, Pat Spenner

    Inbunden - 2015 - Engelska - ISBN: 9781591848158

    Four years ago, the bestselling authors of The Challenger Sale overturned decades of conventional wisdom with a bold new approach to sales. Now their latest research reveals something even more surprising: Being a Challenger seller isn't enough. You…

  • Delivering Happiness

    Delivering Happiness
    av Tony Hsieh

    Häftad - 2012 - Engelska - ISBN: 9781610660242

  • Copy, Copy, Copy

    Copy, Copy, Copy
    av Mark Earls

    Häftad - 2015 - Engelska - ISBN: 9781118964965

    THE #1 HACK FOR SMARTER MARKETING We all want new answers and new solutions for the very real and pressing challenges that our organizations face. New things to point to and talk about, new ways of working and new ways of thinking that might just be…

  • Badass - Making Users Awesome

    Badass - Making Users Awesome
    av Kathy Sierra

    Häftad - 2015 - Engelska - ISBN: 9781491919019

    Imagine you're in a game with one objective: a bestselling product or service. The rules? No marketing budget, no PR stunts, and it must be sustainably successful. No short-term fads. This is not a game of chance. It is a game of skill and strategy.…

  • The Entrepreneur's Guide to Customer Development: A cheat sheet to The Four Steps to the Epiphany

    The Entrepreneur's Guide to Customer Development: A cheat sheet to The Four Steps to the Epiphany
    av Patrick Vlaskovits, Brant Cooper

    Häftad - 2010 - Engelska - ISBN: 9780982743607

    "This is a must read for all startups and stakeholders." - Steve Blank, author of The 4 Steps to the Epiphany, creator of Customer Development methodology "The Entrepreneur's Guide is an easy read. It is written in a conversational tone, doesn't ta…

  • Outside in: The Power of Putting Customers at the Center of Your Business

    Outside in: The Power of Putting Customers at the Center of Your Business
    av Harley Manning, Kerry Bodine, Josh Bernoff

    Inbunden - 2012 - Engelska - ISBN: 9780547913988

    What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its growth potential? What surprising insights helped the Mayo Clinic better serve both doctors and patien…

  • This Is Service Design Methods

    This Is Service Design Methods
    av Marc Stickdorn

    Häftad - 2018 - Engelska - ISBN: 9781492039594

    In this book, you'll find 54 hands-on descriptions that help you do the key methods used in service design. These methods include instructions, guidelines, and tips-and-tricks for activities within research, ideation, prototyping, and facilitation.…

  • Attracting Perfect Customers

    Attracting Perfect Customers
    av HALL

    Häftad - 2001 - Engelska - ISBN: 9781576751244

    Attracting Perfect Customers leads readers through a transformation as they learn that it is no longer productive or profitable to conduct business using warlike marketing techniques such as "targeting" customers and "outmaneuvering" the competition…

  • Excellence Wins

    Excellence Wins
    av Horst Schulze

    Inbunden - 2019 - Engelska - ISBN: 9780310352099

    Jim Collins, author of Good to Great, co-author of Built to Last: "Horst Schulze created a culture of service that should be a model for all of us. By committing to the highest standards of professionalism - and creating the right systems to achieve…

  • The New Successful Large Account Management

    The New Successful Large Account Management
    av Robert B Miller

    Häftad - 2011 - Engelska - ISBN: 9780749462901

    Whatever a company's sales revenue, chances are that a majority comes from a few crucial accounts. The New Successful Large Account Management, ideal for sales directors, managers and executives, shows businesses how to protect and develop those cri…

  • Marketing (The Brian Tracy Success Library)

    Marketing (The Brian Tracy Success Library)
    av Brian Tracy

    Inbunden - 2014 - Engelska - ISBN: 9780814434215

    Too often, businesses create a product or service and then focus their marketing efforts on trying to convince customers that they need it. But the key to successful marketing--and a successful business for that matter--is already knowing that what…

  • The Reign of the Customer

    The Reign of the Customer
    av Claes Fornell

    Inbunden - 2020 - Engelska - ISBN: 9783030135614

    With major retailers closing brick-and-mortar stores every month and the continued shift to online shopping, there is a major push to strengthen customer loyalty by improving the customer experience. The two most important qualities that consumers l…

  • The Customer-Driven Culture: A Microsoft Story

    The Customer-Driven Culture: A Microsoft Story
    av Travis Lowdermilk

    Häftad - 2020 - Engelska - ISBN: 9781492058717

    If you're striving to make products and services that your customers will love, then you'll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniq…

  • The Storytelling Edge

    The Storytelling Edge
    av Shane Snow

    Inbunden - 2018 - Engelska - ISBN: 9781119483359

    "A terrific and timely book that makes a compelling case for fundamentally rethinking how your business communicates. Recommended!" --Jay Baer, founder of Convince & Convert and author of Hug Your Haters "Once upon a time, storytelling was confused…

  • Design. Think. Make. Break. Repeat.

    Design. Think. Make. Break. Repeat.
    av Martin Tomitsch

    Häftad - 2018 - Engelska - ISBN: 9789063694791

    This handbook documents sixty methods used in design innovation projects leading to the design of new products or services. It is the first publication to bring together methods, tools and case studies that involve multiple design disciplines and pe…

  • Uplifting Service

    Uplifting Service
    av Ron Kaufman

    Inbunden - 2012 - Engelska - ISBN: 9780984762507

    We are deep in a service crisis. In the operating room, surgeons and their teams communicate in a very precise language; aeroplane pilots follow a strict protocol to take off and land safely every time; and, when launching a new product, companies l…

  • Worlds of Wonder

    Worlds of Wonder
    av Erik Bar

    Inbunden - 2018 - Engelska - ISBN: 9789063694647

    This book is about immersive experience design, the art of creating spaces that tell a story. lt's the result of 25 years of work by one of Europe's first specialised XD agencies. Starting in 1991, the authors witnessed the rise of a completely new…

  • Moments of Truth

    Moments of Truth
    av Jan Carlzon

    Häftad - 1989 - Engelska - ISBN: 9780060915803

    The president and CEO of Scandinavia Airlines details how to restructure an organization so that customer needs take priority, how to best utilize employees who deal directly with customers, and how to increase employee motivation