The 10 Second Customer Journey
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| Author | : Todd Unger |
| Publisher | : Practical Inspiration Publishing |
| Total Pages | : 167 |
| Release | : 2024-06-10 |
| Genre | : Business & Economics |
| ISBN | : 1788605055 |
You've Got 10 seconds to Win or Lose a Customer. This is the Ultimate Guide to Rapid Conversion in Digital Marketing. The customer landscape has transformed, and marketers, advertisers, and business owners must adapt to a world where buying decisions are made in seconds, not months or days. The biggest obstacle? FRICTION. Those who can minimize friction and guide potential buyers swiftly through the buying process will triumph. (Hello, Amazon 1-click purchases.) However, reducing friction requires the seamless integration of marketing, product, e-commerce, and service into a cohesive, friction-free customer experience—a feat that siloed companies struggle to achieve. Enter The 10-Second Customer Journey. This is your ultimate playbook for capturing rapid conversions and growing your customer list. Todd Unger, Chief Experience Officer (CXO) of the American Medical Association, leverages his three decades of expertise in consumer marketing, advertising, digital products, and digital marketing to offer a step-by-step guide. He'll teach you how to become your own Chief Friction-Reduction Officer, reignite customer growth, and enhance engagement. Why You Should Read This Book: Conquer the New Digital Experience Landscape: Adapt old marketing concepts to the needs of today’s digital customers. UX is king. Identify and Target the Right Customers: Discover how to pinpoint your ideal audience and convert them into loyal customers quickly. Test and Optimize Your Approach: Master the art of testing various strategies to find the most effective way to reach and engage your customers. Written in an engaging style and packed with original insights, this is a must-read for current and aspiring marketers, customer experience leaders, and digital executives aiming to build robust customer experience strategies for their brands and organizations.
| Author | : Todd Unger |
| Publisher | : |
| Total Pages | : 0 |
| Release | : 2024-06-11 |
| Genre | : |
| ISBN | : 9781788605908 |
By combining the power of customer experience and marketing, The 10-Second Customer Journey offers a roadmap to getting quickly from 'I see it' to 'I love it' in today's digital environment.
| Author | : Matt Watkinson |
| Publisher | : Pearson UK |
| Total Pages | : 173 |
| Release | : 2013-02-14 |
| Genre | : Business & Economics |
| ISBN | : 0273775987 |
Learn how to create a competitive advantage for your business by offering a customer experience that’s second to none! By following a simple “ten principles” format, this book will show you how to constantly improve and build your business. The combination of psychological theory, real world case studies, worked examples and template documents provides the ‘what, why and how’ necessary to make good ideas stick and get them into practical usage, so you can enhance your customers’ experiences and keep them returning again and again. Featuring lessons from a host of winning companies such as Facebook, Lush Cosmetics, Gü puddings and John Lewis, the book is littered with uncomplicated ideas which are simple to implement and accessible to anyone.
| Author | : Jennifer Clinehens |
| Publisher | : Independently Published |
| Total Pages | : 178 |
| Release | : 2019-09-12 |
| Genre | : |
| ISBN | : 9781688023062 |
Do you know what makes your customers tick? This book is about understanding your customer - how they view your brand, how they make choices, and how the customer experience shapes their purchase decisions. In this book, the author explains how to create the most useful research tool in business - the customer journey map. Complete with templates, example journey maps, checklists, and step-by-step instructions, this book will help you understand how to build and apply a customer journey map in any organization. NEW TO THE SECOND EDITION 1. Bonus Customer Journeys Examples 2. Bonus Persona Examples 3. Even more bonus content including, "The Ultimate Guide to Running a Brainstorming Session That Works", and "How Amazon Uses Psychology in their CX to Drive Sales" CX That Sings is divided into three parts: 1. Understanding the Customer Journey Map 2. Building and Using Your Customer Journey Map 3. Examples, References, and Bonus Information Table of Contents: 1. The Customer Empathy Gap: Why Customer Journey Maps are so valuable 2. The Basics: What makes a killer Customer Journey Map 3. Marketing Personas: Your Journey Map's North Star 4. Think, Do, Stop: The brain of your Customer Journey Map 5. The Emotional Journey: The heart of your Journey Map 6. Introduction to the Process of Building a Customer Journey Map (with step by step use case) 7. Step 1 - Research 8. Step 2 - Define your Persona 9. Step 3 - Populate the Think, Do, Stop Model 10. Step 4 - Create a Hypothesis Map, Stress Test, and Design Your Map 11. Step 5 - Identify opportunities based on your research Bonus 1 (NEW): Journey Map Example #1 - Fast Food Customer Journey Bonus 2 (NEW): Journey Map Example #2 - Rail Tickets Booking Customer Journey Bonus 3 (NEW): Journey Map Example #3 - eCommerce Athletic Shoe Journey Bonus 4 (NEW): Persona Example #1 - The Palmer Family Bonus 5 (NEW): Persona Example #1 - The Palmer Family Bonus 6 (NEW): Persona Example #2 - Katie Voase Bonus 7 (NEW): Persona Example #3 - Sam Carter Bonus 8 (NEW): Persona Example #1 - The Palmer Family Bonus 9 (NEW): The Ultimate Guide to Running a Brainstorming Session That Works Bonus 10 (NEW): Three Critical Checklists for Customer Journey Mapping Bonus 11 (NEW): Avoid These 7 Decision Traps by Thinking Like a Scientist Bonus 12 (NEW): The Psychology of an Unforgettable Customer Experience Bonus 13 (NEW): Why Simplicity is the Key to Winning Customers Bonus 14 (NEW): Why Personalizing Your Customer Experience Will Make it Irresistible to Customers Bonus 15 (NEW): Customer Experience Case Study - Amazon Bonus 16 (NEW): Customer Experience Case Study - Starbucks Who will benefit from "CX That Sings"? Are you a marketer who wants to know how to improve your customer experience? Maybe you're agency or consulting side and are looking for an introduction on how to build a customer journey map? No matter your reason, "A CX That Sings: An introduction to Customer Journey Maps for marketers" will help you get to the bottom of building an industry-leading customer experience.
| Author | : Sapna Popli |
| Publisher | : Emerald Group Publishing |
| Total Pages | : 176 |
| Release | : 2021-05-04 |
| Genre | : Business & Economics |
| ISBN | : 1839097124 |
Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for businesses. This is essential reading for marketing scholars and practitioners looking for insights into improving their customers' experiences.
| Author | : Jerry Angrave |
| Publisher | : Walter de Gruyter GmbH & Co KG |
| Total Pages | : 156 |
| Release | : 2020-10-12 |
| Genre | : Business & Economics |
| ISBN | : 311064133X |
The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK
| Author | : Ross Smith |
| Publisher | : Pearson Education |
| Total Pages | : 467 |
| Release | : 2024-07-16 |
| Genre | : Business & Economics |
| ISBN | : 0138286655 |
In the rapidly evolving AI landscape, customer service and support professionals find themselves in a prime position to take advantage of this innovative technology to drive customer success. The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organizations to create more powerful customer and employee experiences. This book is designed to equip you with the knowledge and confidence to embrace the AI revolution and integrate the technology, such as large language models (LLMs), machine learning, predictive analytics, and gamified learning, into the customer experience. Start your journey toward leveraging this technology effectively to optimize organizational productivity. A portion of the book’s proceeds will be donated to the nonprofit Future World Alliance, dedicated to K-12 AI ethics education. IN THIS BOOK YOU’LL LEARN About AI, machine learning, and data science How to develop an AI vision for your organization How and where to incorporate AI technology in your customer experience fl ow About new roles and responsibilities for your organization How to improve customer experience while optimizing productivity How to implement responsible AI practices How to strengthen your culture across all generations in the workplace How to address concerns and build strategies for reskilling and upskilling your people How to incorporate games, play, and other techniques to engage your agents with AI Explore thought experiments for the future of support in your organization “Insightful & comprehensive—if you run a service & support operation, put this book on your essential reading list right now!” —PHIL WOLFENDEN, Cisco, VP, Customer Experience “This book is both timely and relevant as we enter an unprecedented period in our industry and the broader world driven by Generative AI. The magnitude and speed of change we’re experiencing is astounding and this book does an outstanding job balancing technical knowledge with the people and ethical considerations we must also keep front of mind.” —BRYAN BELMONT, Microsoft, Corporate VP, Customer Service & Support “The authors of this book are undoubtedly on the front lines of operationalizing Gen AI implementations in customer support environments... and they know undoubtedly that at its core, support is about people and genuine human connections. This book walks you through their journey to keep people at the center of this technical tsunami.” —PHAEDRA BOINODIRIS, Author, AI for the Rest of Us
| Author | : Simon Ang |
| Publisher | : CRC Press |
| Total Pages | : 406 |
| Release | : 2004-05-27 |
| Genre | : Business & Economics |
| ISBN | : 0203501497 |
Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the busin
| Author | : Marty Cagan |
| Publisher | : John Wiley & Sons |
| Total Pages | : 370 |
| Release | : 2017-11-17 |
| Genre | : Business & Economics |
| ISBN | : 111938754X |
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 differently than the vast majority of tech companies. In INSPIRED, technology product management thought leader Marty Cagan provides readers with a master class in how to structure and staff a vibrant and successful product organization, and how to discover and deliver technology products that your customers will love—and that will work for your business. With sections on assembling the right people and skillsets, discovering the right product, embracing an effective yet lightweight process, and creating a strong product culture, readers can take the information they learn and immediately leverage it within their own organizations—dramatically improving their own product efforts. Whether you’re an early stage startup working to get to product/market fit, or a growth-stage company working to scale your product organization, or a large, long-established company trying to regain your ability to consistently deliver new value for your customers, INSPIRED will take you and your product organization to a new level of customer engagement, consistent innovation, and business success. Filled with the author’s own personal stories—and profiles of some of today’s most-successful product managers and technology-powered product companies, including Adobe, Apple, BBC, Google, Microsoft, and Netflix—INSPIRED will show you how to turn up the dial of your own product efforts, creating technology products your customers love. The first edition of INSPIRED, published ten years ago, established itself as the primary reference for technology product managers, and can be found on the shelves of nearly every successful technology product company worldwide. This thoroughly updated second edition shares the same objective of being the most valuable resource for technology product managers, yet it is completely new—sharing the latest practices and techniques of today’s most-successful tech product companies, and the men and women behind every great product.
| Author | : Mark Lamplugh |
| Publisher | : Walter de Gruyter GmbH & Co KG |
| Total Pages | : 295 |
| Release | : 2024-10-07 |
| Genre | : Computers |
| ISBN | : 1501520032 |
Explore the transformative world of AI-driven marketing by integrating Artificial Intelligence into modern marketing strategies. This book is designed to help businesses optimize their operations, personalize customer experiences, and harness the full potential of AI to drive growth and innovation. You will learn the foundational concepts of AI and machine learning, discover best practices for data hygiene, structuring, and optimization, and explore how AI tools can transform customer data into actionable insights, enhancing your ability to create personalized and effective marketing campaigns. The book is tailored for marketing professionals, business owners, and digital strategists who are eager to integrate AI into their marketing practices. It is equally valuable for beginners and experienced marketers who want to stay at the forefront of the rapidly evolving digital marketing landscape. FEATURES Includes step-by-step guides for implementing AI tools in SEO, social media, and email Covers the use of AI to analyze customer behavior, benefits of chatbots, and AI-powered customer service Features real-world cases from leading companies like Netflix, Amazon, and Spotify Uses AI tools to transform customer data into actionable insights for more effective campaigns TABLE OF CONTENTS 1: Introduction to AI Marketing. 2: Understanding AI and Machine Learning. 3: Preparing Your Data for AI. 4: Using AI to Analyze Customer Behavior. 5: Personalization with AI. 6: Chatbots and AI-Powered Customer Service. 7: Image and Video Recognition with AI. 8: Using AI for Social Media Marketing. 9: Predictive Analytics with AI. 10: Email Marketing with AI. 11: Search Engine Optimization with AI. 12: Using AI for Content Marketing. 13: Marketing Automation with AI. 14: Using AI for Sales Enablement. 15: Ethical Considerations and the Future of AI in Marketing.
