A fonte de estudo para o profissional de CX
A história da Starbucks não é apenas um registro de crescimento e sucesso. Ela conta também como uma empresa pode ser construída de maneira diferente. Em Dedique-se de coração percebemos que uma empresa pode, sim, funcionar com o coração, nutrir a alma e ainda dar lucros.
In this latest HBR Single, Schrage provides a powerful new lens for getting more value out of innovation investment.
Great review of the nature of failure and how even great companies and great people have and will continue to fail. One of the more important realization that are discussed is that everything really is about the experience.
Website mapping begins with the planning process, then moves to the understanding and navigation of visitors, and finally to the management of the site by the producer-all of which this comprehensive guide covers lucidly.
This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.
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.
Nesta edição totalmente revista e ampliada, Reichheld, junto com seu colega da Bain, Rob Markey, explica como conseguir resultados financeiros competitivos com o Net Promoter, de forma sempre clara e objetiva.
The Satisfied Customer is a blueprint for understanding facts of modern business and reveals the unheralded value of customer satisfaction.
In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results.
Outsite in – Harley Manning e Kerry Bodine
Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage.