How much more profit could you make if you had customers who couldn¿t imagine doing business with anyone but you? In your dreams! Tell that to Virgin Atlantic or Harley Davidson. How great would life be if 40% of your new business simply knocked on your door without you having spent a cent advertising for it? Impossible! Tell that to First Direct. The companies in this book have managed to turn customers into advocates. Advocates who constantly refer their friends and colleagues to those businesses. Why? Because those companies have created a Branded Customer Experience®. They have managed the relationship to the point where customers can't imagine wanting to do business with anyone else. How can you gain this unbeatable competitive advantage? Managing the Customer Experience shows you how. It takes you through the step-by-step process of creating Loyalty by Design. It shows you how to re-think your business from the customer¿s point of view and then design and deliver a customer experience that drives loyalty and profitability.

Managing the Customer Experience: Turning Customers into Advocates

Business & Money

Wheeler, Joe

Smith, Shaun

Management & Leadership

Ft Pr

In every industry, some brands stand out from the crowd because of their distinct way of doing things. These companies challenge conventional wisdom and industry norms to win in their markets. They see their customers and employees as members of a like-minded community, deliver unique and remarkable customer experiences, and are able to create an almost cult-like following around their brand. Bold is about 14 such businesses. They put purpose before profit, go beyond what customers expect, and relentlessly differentiate themselves from everyone else. They know no compromise and show no timidity. They are bold in thought and execution, and they measure their success in new ways. Shaun Smith and Andy Milligan include revealing interviews with key executives and let them tell each brand's story in ways that capture the unique culture of each company. The lively accounts are supported by a page design that in full color stresses and summarizes the key points. The 14 business represent an international "who's who" in consumer insight and engagement, from Brazilian sunglasses retailer Chilli Beans with over 200 stores in Brazil, Portugal and now the United States, to Zappos, the US the online shoe retailer. Other companies profiled include Virgin Galactic, Richard Branson's commercial spaceflight venture; Malaysian low-cost airline AirAsia, which builds a global brand by sponsoring sports teams including the Oakland Raiders; JCB, the manufacturer of heavy equipment; Umpqua Bank, based in Portland, Oregon; and Best Buy's The Geek Squad, provider of computer support and repair services. www.boldthebook.com

Bold: How to be Brave in Business and Win

Milligan, Andy

Kogan Page.

With a constant stream of new communication channels emerging, the real challenge for marketers is not just making sure their brand is present in each space but staying true to their brand purpose. A follow-up to Bold, the best-selling book which looked at what made cutting edge brands stand out, On Purpose, goes one step further and provides practical advice on how to achieve those same results successfully, over multiple channels. Shaun Smith and Andy Milligan provide a framework for success, explaining how to: --Stand Up: be clear about brand purpose and promise --Stand Out: define, design and deliver distinctive customer experiences across multiple channels --Stand Firm: create strong cultures that sustain results They explain and define how to deliver "on purpose" experiences by using a case study, individual thought pieces by experts in the field, and a key action summary at the end of each chapter.

On Purpose: Delivering a Branded Customer Experience People Love

"I don't care how long it takes. Just come back to me." That's how much of a hopeless romantic Brent Howard was. A good-looking man, Brent never had any problem attracting women, but he did have a problem with attracting trouble. Have you ever been in a terrible relationship? Have you found yourself wanting to pull away, but just not being able to? Of course, nobody wants to be lonesome. "But there is a big difference between being lonely and being alone," Shaun "54" Smith aptly puts it. Brent Howard wanted love. He wanted it so badly, but does love want him back? Anybody can love, but not everybody is lucky enough to love the right person. Could Brent be one of the lucky ones?

Life After a Terrible Relationship

Literature & Fiction

Contemporary

Page Publishing, Inc.

Do you need guidance? 
Do you desire to grow closer to The Lord but don’t know how? Do you struggle with hearing the voice of God when you need it most? Do you desire to have a relationship with God, but don’t know if He still loves you after all the mistakes you’ve made? 
Kurt Owen covers all of this and more in this thought-provoking daily devotional. Through easy to understand illustrations and practical tips for application, Kurt will teach you how to shut down the noise and tune into the voice of a God Who loves you and desires the very best for your life. 
Learn Biblical truths surrounding topics such as: 
Is Seeking A Sign Good or Bad? How To Have An Intimate Relationship With Jesus How Does God Speak & Where Do I Listen For Him? Proper Priorities & Values Why Jesus Is The Supreme Advantage

31 Days To Hearing From God More Accurately

Religion & Spirituality

Owen, Kurt

Krachenfels, Amy

Christian Books & Bibles

Experience marketing is the method behind some of the best inventions and most innovative ideas in business today, effectively observing the way real people act in real situations. It has produced the Walkman, the iPod, drive-through check-ins, low-cost flights, and even the way NASA teaches safety to astronauts. Traditional market research relies on the use of interviews and focus groups, however, watching customers in shops, at hotels, and on the streets is a faster and more direct way to analyze consumer behavior, as demonstrated in both anecdotal stories and actual case studies. Experience marketing is also the common sense formula by which small business owners and corporation executives alike need only see their customers in action, imagine how they feel, think of better ways to serve them, and act upon them.

See, Feel, Think, Do: The Power of Instinct in Business

Marketing & Sales

Cyan Communications

Instinct is behind some of the best inventions and most innovative ideas in business today. It has produced the Walkman and the i-Pod, it has led to drive-through check-ins and low cost flights, it has affected the way that Heinz market Ketchup, and the way NASA, teach their astronauts safety. Put simply, See, Feel, Think, Do is the idea that by watching the way real people act in real life in real time in real situations, we can develop ideas that solve their real needs. Through a mixture of stories and case studies from real life, the authors show readers how to develop an instinct for what really works in business. They outline a simple process and a series of key questions you need to ask in order to translate your own, or your customers', experiences into action. The real beauty of this concept is that anyone can do it - all it requires is the ability to see, to feel, to think and then do.

See, Feel, Think, Do: Unleashing the Power of Instinct to Drive Your Business

Marshall Cavendish Books Ltd.

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Books by Smith, Shaun