Mapping Experiences

A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

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Author: James Kalbach

Publisher: "O'Reilly Media, Inc."

ISBN: 1491923482

Category:

Page: 384

View: 9364

Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. 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. Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value. Mapping Experiences is divided into three parts: Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models

Never Lose a Customer Again

Turn Any Sale into Lifelong Loyalty in 100 Days

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Author: Joey Coleman

Publisher: Penguin

ISBN: 0735220042

Category: Business & Economics

Page: 384

View: 1317

Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.

Proceedings of the 20th Congress of the International Ergonomics Association (IEA 2018)

Volume VII: Ergonomics in Design, Design for All, Activity Theories for Work Analysis and Design, Affective Design

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Author: Sebastiano Bagnara,Riccardo Tartaglia,Sara Albolino,Thomas Alexander,Yushi Fujita

Publisher: Springer

ISBN: 3319960717

Category: Computers

Page: 2141

View: 8745

This book presents the proceedings of the 20th Congress of the International Ergonomics Association (IEA 2018), held on August 26-30, 2018, in Florence, Italy. By highlighting the latest theories and models, as well as cutting-edge technologies and applications, and by combining findings from a range of disciplines including engineering, design, robotics, healthcare, management, computer science, human biology and behavioral science, it provides researchers and practitioners alike with a comprehensive, timely guide on human factors and ergonomics. It also offers an excellent source of innovative ideas to stimulate future discussions and developments aimed at applying knowledge and techniques to optimize system performance, while at the same time promoting the health, safety and wellbeing of individuals. The proceedings include papers from researchers and practitioners, scientists and physicians, institutional leaders, managers and policy makers that contribute to constructing the Human Factors and Ergonomics approach across a variety of methodologies, domains and productive sectors. This volume includes papers addressing the following topics: Ergonomics in Design, Activity Theories for Work Analysis and Design, and Affective Design.

Experiencing Food, Designing Dialogues

Proceedings of the 1st International Conference on Food Design and Food Studies (EFOOD 2017), Lisbon, Portugal, October 19-21, 2017

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Author: Ricardo Bonacho,Alcinda Pinheiro de Sousa,Cláudia Viegas,João Paulo Martins,Maria José Pires,Sara Velez Estêvão

Publisher: CRC Press

ISBN: 1351271946

Category: Technology & Engineering

Page: 174

View: 6640

FOOD and interdisciplinary research are the central focus of the 1st International Conference on Food Design and Food Studies: Experiencing Food, Designing Dialogues, reflecting upon approaches evidencing how interdisciplinarity is not limited to the design of objects or services, but seeks awareness towards new lifestyles and innovative ways of dealing with food. This book encompasses a wide range of perspectives on the state of the art and research in the fields of Food and Design, making a significant contribution to further development of these fields. Accordingly, it covers a broad variety of topics from Designing for/with Food, Educating People on Food, Experiencing Food and other Food for Thought.