The book's numerous case studies demonstrate the most effective uses of Voice of the Customer marketing in action, and the most frequent mistakes marketers make-trying to "manage" customers rather than continually engaging them. Learn how you can use the revolutionary five-step marketing process that helped Microsoft, NBC Universal, and IBM achieve double-digit increases in sales.
. When hp uses the voice of the customer methodology, our marketing campaign results improve dramatically: response rates improve 3X to 10x, sales increase 2x or more, and we can spend far less to get great results. In this hands-on tutorial, ernan takes you through the steps that can transform your business, putting your customers at the center of defining what is relevant and what will drive deeper engagement.
Voice-of-the-Customer Marketing: A Revolutionary 5-Step Process to Create Customers Who Care, Spend, and Stay #ad - Bernd schmitt, the award-winning marketing guru who created the idm integrated direct marketing and Opt-in marketing methodologies shows you a proven, Professor, Ernan Roman, Columbia Business School, Author of Customer Experience Management and Big Think Strategy In Voice of the Customer Marketing, step-by-step process for understanding the expectations of your customers and prospects for more effective relationships and deeper levels of value.
He then demonstrates how to use these insights to develop high impact, high return relationship marketing strategies and action plans which generate consistent double-digit increases in response and sales. If you want to move from just talking about VOC to being a leader in implementing it, you must read this book.
Customer Centricity: Focus on the Right Customers for Strategic Advantage Wharton Executive EssentialsWharton School Press #ad - Fader makes it clear with great ideas and a readable style. Andy sernovitz, author, word of mouth marketing the wharton executive essentials seriesThe Wharton Executive Essentials series from Wharton Digital Press brings the ideas of the Wharton School’s thought leaders to you wherever you are. Reveals how to increase profits from your best customers, find more like them, and avoid over-investing in the rest….
Decidedly accessible and absolutely necessary. Jim sterne, digital analytics association“perfect read…it’s short 60-90 minutes, clear, Founding President and Chairman, and the best summary I’ve read of why companies should rethink their approach to customers. Andrew mcfarland, chief customer officer, svp, Black Box“Knowing what your customers are worth is the secret to focusing your time and money where it makes the most difference.
Customer Centricity: Focus on the Right Customers for Strategic Advantage Wharton Executive Essentials #ad - A powerful call to action, customer relationship management, customer centricity upends some of our most fundamental beliefs about customer service, and customer lifetime valueNOT ALL CUSTOMERS ARE CREATED EQUALDespite what the tired old adage says, the customer is not always right. He provides insights to help you understand:why customer centricity is the new model for success and product centricity must be ushered outhow the ideas of brand equity and customer equity help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones don’tWhy the traditional models for determining the value of individual customers are flawedHow executives can use customer lifetime value CLV and other customer-centric data to make smarter decisions about their companiesHow the well-intended idea of customer relationship management CRM lost its way—and how your company can properly put CRM to useCustomer Centricity will help you realign your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.
Inspired by wharton’s executive Education program, each book is authored by globally renowned faculty and filled with real-life business examples and actionable advice.
Financial Literacy for Managers: Finance and Accounting for Better Decision-Making Wharton Executive EssentialsWharton School Press #ad - Lambert, miller-sherrerd professor of accounting at the Wharton School of the University of Pennsylvania, demystifies financial statements and concepts and shows you how you can apply this information to make better business decisions for long-term profit. You will learn to use and interpret financial data; find out what we can learn from Pepsi, General Motors, Krispy Kreme, and other companies; learn how to evaluate investment strategies; and apply your financial know-how to develop a coherent business strategy.
Financial statements are a critical source of the information you need. In direct and simple terms, Richard A. The language of businessin order to understand how your business is performing right now and to evaluate, assess, and devise new strategies to boost future performance, you need information.
Leading Change in Multiple Contexts: Concepts and Practices in Organizational, Community, Political, Social, and Global Change SettingsSAGE Publications, Inc #ad - The first book to bring together both leadership and change theories, and processes, concepts, Leading Change in Multiple Contexts uses a consistent framework and the latest research to help readers understand and apply the concepts and practices of leading change. Key featuresbrings together leadership and change concepts and practices in five distinct contexts—organizational, leadership, and public administration, Organizational Behavior, public policy, political, social change, community activism, as well as programs focusing on leadership, community, and globalDraws from a wide range of classic and recent scholarship from multiple disciplines Includes the perspectives of change and leadership expertsOffers real-life vignettes that provide examples of leading change in every contextProvides readers with application and reflection exercises that allow them to apply leadership and change concepts to their experiencesLeading Change in Multiple Contexts is designed for undergraduate and graduate courses in Change Management, and Leadership and Change offered in departments of business, Organizational Development, education, communication, and social change.
Transforming Performance Measurement: Rethinking the Way We Measure and Drive Organizational SuccessAMACOM #ad - Most traditional measurement systems actually encourage unhealthy competition for personal gain, creating internal conflict and breeding distrust of performance measurement. In fact, process, every function, and the organization as a whole, unit, is built and run according to the parameters and expectations of its measurement system.
Transforming performance measurement presents a breakthrough approach that will not only significantly reduce those dysfunctions, maximize cross-enterprise integration, but also promote alignment with business strategy, and help everyone to work collaboratively to drive value throughout your organization.
Performance improvement thought leader Dean Spitzer explains why performance measurement should be less about calculations and analysis and more about the crucial social factors that determine how well the measurements get used. If you measure the wrong things, you will take your company farther and farther away from its mission and strategic goals.
For example, you need technology to manage the flood of data, but you must make sure that it supports the people who will be making decisions and taking action crucial to your organization's success. Transforming performance measurement gives you assessment tools to gauge where you are now and a roadmap for moving, with little or no disruption, to a more "transformational" and mature measurement system.
Transforming Performance Measurement: Rethinking the Way We Measure and Drive Organizational Success #ad - It's no secret that you can't improve your organization's performance without measuring it. So you'd better make sure you're doing it right. His ""socialization of measurement"" process focuses on learning and improvement from measurement, and on the importance of asking such questions as: How well do our measures reflect our business model? How successfully are they driving our strategy? What should we be measuring and not measuring? Are the right people having the right measurement discussions? Performance measurement is a dynamic process that calls for an awareness of the balance necessary between seemingly disparate ideas: the technical and the social aspects of performance measurement.
Teaming: How Organizations Learn, Innovate, and Compete in the Knowledge EconomyJossey-Bass #ad - The problem is teams, and other dynamic groups, don't learn naturally. With teaming, leaders can shape these factors by encouraging reflection, creating psychological safety, and overcoming defensive interpersonal dynamics that inhibit the sharing of ideas. Amy edmondson shows that organizations thrive, or fail to thrive, based on how well the small groups within those organizations work.
Edmondson outlines the factors that prevent them from doing so, groupthink, problematic power dynamics, such as interpersonal fear, irrational beliefs about failure, and information hoarding. In most organizations, the work that produces value for customers is carried out by teams, and increasingly, by flexible team-like entities.
. Further, they can use practical management strategies to help organizations realize the benefits inherent in both success and failure. New breakthrough thinking in organizational learning, understanding complex systems, leadership, and change Continuous improvement, and promoting innovation are all part of the landscape of learning challenges today's companies face.
Teaming: How Organizations Learn, Innovate, and Compete in the Knowledge Economy #ad - The pace of change and the fluidity of most work structures means that it's not really about creating effective teams anymore, but instead about leading effective teaming. Presents a clear explanation of practical management concepts for increasing learning capability for business results introduces a framework that clarifies how learning processes must be altered for different kinds of work Explains how Collaborative Learning works, GM, Prudential, and both Cincinnati and Minneapolis Children's Hospitals, IDEO, among others Based on years of research, and gives tips for how to do it well Includes case-study research on Intermountain healthcare, Toyota, the IRS, this book shows how leaders can make organizational learning happen by building teams that learn.
Teaming shows that organizations learn when the flexible, fluid collaborations they encompass are able to learn.
The Fusion Marketing Bible: Fuse Traditional Media, Social Media, & Digital Media to Maximize MarketingMcGraw-Hill Education #ad - Praise for the the fusion marketing bible “as many marketers get attached to social media ‘tools, ’ they have forgotten that all marketing is about having conversations and providing real benefits to customers. Packed with case studies from linkedin, and other companies that have made fusion marketing work for them, New Zealand World Cup Rugby, Sheetz Convenience Store Restaurants, it provides everything you need to drive dramatic increases in traffic and revenues.
He gets us thinking about marketing in 3D. Erik qualman, bestselling author of Socialnomics and Digital Leader Includes 21 videos accessible through QR codes. Lon’s techniques will teach you how to ‘fuse’ traditional media, yes, social media, loyalty, and digital media to create authentic conversations that build trust, and, revenue.
Carmine gallo, the presentation secrets of steve jobs, author of the bestselling books The Apple Experience, and The Innovation Secrets of Steve Jobs “Perfect for entrepreneurs looking to better understand the relationship between traditional media and marketing and social media. A very likeable book indeed!” —dave kerpen, digital, new York Times bestselling author of Likeable Social Media and Likeable Business “Lon shows us how to make traditional, and social marketing work in concert.
The Fusion Marketing Bible: Fuse Traditional Media, Social Media, & Digital Media to Maximize Marketing #ad - Turbocharge your marketing efforts with the powerful fuse! strategy The Fusion Media Marketing Bible explains how to pinpoint the most effective elements of your traditional marketing efforts and combine them with social media and digital marketing to reach more customers than ever, while spending less money.
Practicing Strategy: Text and casesSAGE Publications Ltd #ad - Aimed at undergraduate and postgraduate students taking advanced strategy modules and practitioners alike. To download an e-version click here or for more information contact your local sales representative. Shortlisted for the 2013 chartered management institute textbook awardPracticing Strategy broke new ground when it first published by focusing on the strategy-as-practice approach, which considers strategy not only as something an organisation has but something which its members do.
The new edition deals with a selection of topics that have been central in recent academic debates in the strategy-as-practice area and includes 7 New chapters on topics such as Chief Executive Officers, the turnaround of Reliant group and relocating a business school Tutor and student access to online resources inlcude additional readings, Strategic Alignment and Strategic Ambidexterity in line with developments in the field New case studies throughout including Narayana health, Middle Managers, an Instructor's Manual, PowerPoint slides, author podcasts and videos.
Practicing Strategy: Text and cases #ad - This book is not available as a print inspection copy.
Satisfaction: How Every Great Company Listens to the Voice of the CustomerPortfolio #ad - The book provides extensive coverage of the varying touchpoints of consumer satisfaction—covering every type of business from service providers to product manufacturers—and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices.
For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide. D. D. For nearly four decades, J. Corporate giants such as toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance.
Satisfaction opens the vault on years of J. Their annual awards are widely publicized and valued worldwide for what they say about a company’s commitment to its customers. Power and associates provides an insider’s perspective on some of the most successful companies on the planet. Now, at last, the company has created the definitive book on how to boost profits by increasing customer satisfaction.
Satisfaction: How Every Great Company Listens to the Voice of the Customer #ad - Although most businesses pay lip service to putting customers first, few actually listen to the voice of the customer and use it as a tangible asset. Power and associates has been measuring consumer satisfaction and helping businesses improve profits by paying attention to what customers really want. In this book, J.
The New Rules of Marketing and PR: How to Use Social Media, Online Video, Mobile Applications, Blogs, Newsjacking, and Viral Marketing to Reach Buyers DirectlyWiley #ad - While marketing and public relations tactics do seem to change overnight, every smart businessperson knows that it takes a lot more than the 'next big thing. The new rules of marketing & pr is an international bestseller with more than 375, 000 copies sold in twenty-nine languages. In the new rules of marketing & pr, marketing, you'll get access to the tried-and-true rules that will keep you ahead of the curve when using the latest and greatest digital spaces to their fullest PR, and customer-communications potential.
In the latest edition of this pioneering guide to the future of marketing, you'll get a step-by-step action plan for leveraging the power of the latest approaches to generating attention for your idea or your business. Serves as the ideal resource for entrepreneurs, and non-profit managers offers a wealth of compelling case studies and real-world examples Includes information on new platforms including Facebook Live and Snapchat Shows both small and large organizations how to best use Web-based communication Finally, business owners, PR professionals, marketers, everything you need to speak directly to your audience and establish a personal link with those who make your business work is in one place.
The international bestseller—now in a new edition When it comes to marketing, anything goes in the Digital Age, right? Well, not quite. Keeping in mind that your audience is savvy and crunched for time, this essential guide shows you how to cut through the online clutter to ensure that your message gets seen and heard.
The New Rules of Marketing and PR: How to Use Social Media, Online Video, Mobile Applications, Blogs, Newsjacking, and Viral Marketing to Reach Buyers Directly #ad - The internet continues to change the way people communicate and interact with each other, blogs, online videos, apps, or more, and if you're struggling to keep up with what's trending in social media, your product or service is bound to get lost in the ether. You'll learn how get the right information to the right people at the right time—at a fraction of the cost of traditional advertising.