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 | : Blake Morgan |
| Publisher | : HarperCollins Leadership |
| Total Pages | : 225 |
| Release | : 2019-10-29 |
| Genre | : Business & Economics |
| ISBN | : 1400213649 |
With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!
| Author | : Jim Tincher |
| Publisher | : PMP |
| Total Pages | : 188 |
| Release | : 2019-06-11 |
| Genre | : |
| ISBN | : 9781941688649 |
Learn how to create journey maps that actually get resultsNearly two out of three journey maps fail to drive customer-focused change. Find out how to make your initiative successful, and avoid the pitfalls that doom so many others, with this authoritative new book. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, How Hard Is It to Be Your Customer will help you understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others just gather dust on a shelf.
| 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 | : 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 | : Matthew Dixon |
| Publisher | : Penguin |
| Total Pages | : 258 |
| Release | : 2013-09-12 |
| Genre | : Business & Economics |
| ISBN | : 1591845815 |
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
| Author | : Vineet Nayar |
| Publisher | : Harvard Business Press |
| Total Pages | : 210 |
| Release | : 2010 |
| Genre | : Business & Economics |
| ISBN | : 1422139069 |
Imagine a management philosophy based not upon serving a company's customers, but on serving the company's employees. Vineet Nayar, CEO of HCL Technologies in India, has put such a philosophy into practice with remarkable results. His "employee first, customer second" mantra has been recognized globally as an example of organizational innovation, and was deemed a "new and radical management philosophy" ripe for the picking in the Western world by Business Week. In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as "human resource" or as "intellectual capital" or even as an asset like all its other assets-and how his unique perspective led to an holistic transformation of his organization. By putting employees on top of the organizational pyramid, he argues, your company can fully realize the value created in the interface between customers and employees. This book leads managers and executives through the five core aspects of Nayar's approach, demonstrating how to create a sense of urgency, overhaul incentives and reporting structures, foster transparency in communications and feedback, provide platforms for achievement and personal growth, and finally recognize the potential of every individual in the organization. The "Employee First" philosophy should be the fulcrum of the transformation journey of any organization.
| 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.
