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.
Market research has never been more important. As organizations become increasingly sophisticated, the need to profile customers, deliver customer satisfaction, target certain audiences, develop their brands, optimize prices and more has grown. Lively and accessible, Market Research in Practice is a practical introduction to market research tools, approaches and issues. Providing a clear, step-by-step guide to the whole process - from planning and executing a project through to analysing and presenting the findings - it explains how to use tools and methods effectively to obtain reliable results. This fully updated third edition of Market Research in Practice has been revised to reflect the most recent trends in the industry. Ten new chapters cover topical issues such as ethics in market research and qualitative and quantitative research, plus key concepts such as international research, how to design and scope a survey, how to create a questionnaire, how to choose a sample and how to carry out interviews are covered in detail. Tips, and advice from the authors´ own extensive experiences, along with case studies from companies such as Adidas, Marks & Spencer, Grohe and General Motors, are included throughout to ground the concepts in business reality. Accompanied by a range of online tools and templates, this is an invaluable guide for students of research methods, researchers, marketers and users of market research.
Addressing the pervasive longing for meaning and fulfillment in this time of crisis, Nature and the Human Soul introduces a visionary ecopsychology of human development that reveals how fully and creatively we can mature when soul and wild nature guide us. Depth psychologist and wilderness guide Bill Plotkin presents a model for a human life span rooted in the cycles and qualities of the natural world, a blueprint for individual development that ultimately yields a strategy for cultural transformation. With evocative language and personal stories, including those of elders Thomas Berry and Joanna Macy, this book defines eight stages of human life - Innocent, Explorer, Thespian, Wanderer, Soul Apprentice, Artisan, Master, and Sage - and describes the challenges and benefits of each. Plotkin offers a way of progressing from our current egocentric, aggressively competitive, consumer society to an ecocentric, soul-based one that is sustainable, cooperative, and compassionate. At once a primer on human development and a manifesto for change, Nature and the Human Soul fashions a template for a more mature, fulfilling, and purposeful life - and a better world. 1. Language: English. Narrator: Matthew Josdal. Audio sample: http://samples.audible.de/bk/tant/009007/bk_tant_009007_sample.mp3. Digital audiobook in aax.
As ever, the onus is on brands to find compelling ways to earn the attention of the consumer. Yet content scarcity has given way to overload, fixed channels have dissolved into fluid networks, and audiences have become participants in consumer-driven conversations. This shift requires a new course of action for brands; it demands new marketing imperatives. Paid Attention is a guide to modern advertising ideas: what they are, why they are evolving and how to have them. Spanning communication theory, neuroscience, creativity and innovation, media history, branding and emerging technologies, it explores the strategic creation process and how to package ideas to attract the most attention in the advertising industry. Packed with real-world examples of advertising campaigns for companies including Sony, Red Bull, HP and many more, Paid Attention provides a robust model for influencing human behaviour. Referencing a wide body of theory and praxis, from behavioural economics and sociology to technology and even science fiction, Faris Yakob maps advertising onto a wider analysis of culture. Containing practical advertising and branding templates, including a new advertising planning toolkit, it is ideal for students and practitioners looking to get noticed in today’s cluttered marketplace. 1. Language: English. Narrator: Matthew Lloyd Davies. Audio sample: http://samples.audible.de/bk/brll/010388/bk_brll_010388_sample.mp3. Digital audiobook in aax.
Are you worn out, stressed out, or burned out? The solution is not to quit or to work harder; but to learn how to rest. Think of the last time you felt refreshed. Did you check out and veg out, or press in to what you really need? When you rest in the Lord, He will multiply your work. Over four weeks, Rest and Rise will guide the you through a refreshing cycle of prayer and purpose as you dig into Matthew 11:28-30, Jesus’ invitation to come to Him for rest. Rest and Rise will help you: Find the rest your soul craves Surrender your plans in prayer Challenge your assumptions of productivity Trade striving for peace in your everyday work Equip you to encourage others Features: A daily template of prayer, reflection, and action points Four weeks of personal study segments in between group sessions Appendix includes Celebration Review and Leader Guide Let’s stop burnout and discouragement at the root and learn how to rest. If you long for both satisfaction in your work and a day at the spa, join us on the Rest and Rise journey as we rest in love and rise with purpose. 1. Language: English. Narrator: Kasey Shuler. Audio sample: http://samples.audible.de/bk/acx0/115839/bk_acx0_115839_sample.mp3. Digital audiobook in aax.
Learn how to pray God´s word back to him and see the devil fleeThe word of God is the most potent force of our spiritual warfare. It doesn´t matter how fierce the battle we find ourselves are, the word of God will always work.Jesus gave us a template for dealing with the devil from his encounter with Satan on the mount. Three times he said, ´´It is written.´´ ´´It is written,´´ that is, declaring the word of God in the face of the situation and circumstance remains the smartest thing for us to do to win the battles we face every day.Learn to stand on what God has said about your life, marriage, career, and family and continue to pray and declare the Scriptures. At first, it might look like you´re deceving yourself, but in reality, you are winning the battle.This book will guide you with simple and easy steps to pray the Scriptures and manifest the victory and blessings and God in your life. 1. Language: English. Narrator: Matthew J Chandler-Smith. Audio sample: http://samples.audible.de/bk/acx0/122469/bk_acx0_122469_sample.mp3. Digital audiobook in aax.