The Effortless Experience
The Effortless Experience

Author: Matthew Dixon

Publisher: Penguin

Published: 2013-09-12

Total Pages: 258

ISBN-13: 0698137582

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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.

Product Experience
Product Experience

Author: Hendrik N. J. Schifferstein

Publisher: Elsevier

Published: 2011-04-28

Total Pages: 687

ISBN-13: 0080556787

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Product Experience brings together research that investigates how people experience products: durable, non-durable, or virtual. In contrast to other books, the present book takes a very broad, possibly all-inclusive perspective, on how people experience products. It thereby bridges gaps between several areas within psychology (e.g. perception, cognition, emotion) and links these areas to more applied areas of science, such as product design, human-computer interaction and marketing. The field of product experience research will include some of the research from four areas: Arts, Ergonomics, Technology, and Marketing. Traditionally, each of these four fields seems to have a natural emphasis on the human (ergonomics and marketing), the product (technology) or the experience (arts). However, to fully understand human product experience, we need to use different approaches and we need to build bridges between these various fields of expertise. - Most comprehensive collection of psychological research behind product design and usability - Consistenly addresses the 3 components of human-product experience: the human, the product, and the experience - International contributions from experts in the field

Transformative Experience
Transformative Experience

Author: Laurie Ann Paul

Publisher:

Published: 2014

Total Pages: 209

ISBN-13: 0198717954

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As we live our lives, we repeatedly make decisions that shape our future circumstances and affect the sort of person we will be. When choosing whether to start a family, or deciding on a career, we often think we can assess the options by imagining what different experiences would be like for us. L. A. Paul argues that, for choices involving dramatically new experiences, we are confronted by the brute fact that we can know very little about our subjective futures. This has serious implications for our decisions. If we make life choices in the way we naturally and intuitively want to--by considering what we care about, and what our future selves will be like if we choose to have the experience--we only learn what we really need to know after we have already committed ourselves. If we try to escape the dilemma by avoiding an experience, we have still made a choice. Choosing rationally, then, may require us to regard big life decisions as choices to make discoveries, small and large, about the intrinsic nature of experience, and to recognize that part of the value of living authentically is to experience one's life and preferences in whatever way they may evolve in the wake of the choices one makes. Using classic philosophical examples about the nature of consciousness, and drawing on recent work in normative decision theory, cognitive science, epistemology, and the philosophy of mind, Paul develops a rigorous account of transformative experience that sheds light on how we should understand real-world experience and our capacity to rationally map our subjective futures.

You Are an Artist
You Are an Artist

Author: Sarah Urist Green

Publisher: Penguin

Published: 2020-04-14

Total Pages: 258

ISBN-13: 0525505857

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“There are more than 50 creative prompts for the artist (or artist at heart) to explore. Take the title of this book as affirmation, and get started.” —Fast Company More than 50 assignments, ideas, and prompts to expand your world and help you make outstanding new things to put into it Curator Sarah Urist Green left her office in the basement of an art museum to travel and visit a diverse range of artists, asking them to share prompts that relate to their own ways of working. The result is You Are an Artist, a journey of creation through which you'll invent imaginary friends, sort books, declare a cause, construct a landscape, find your band, and become someone else (or at least try). Your challenge is to filter these assignments through the lens of your own experience and make art that reflects the world as you see it. You don't have to know how to draw well, stretch a canvas, or mix a paint color that perfectly matches that of a mountain stream. This book is for anyone who wants to make art, regardless of experience level. The only materials you'll need are what you already have on hand or can source for free. Full of insights, techniques, and inspiration from art history, this book opens up the processes and practices of artists and proves that you, too, have what it takes to call yourself one. You Are an Artist brings together more than 50 assignments gathered from some of the most innovative creators working today, including Sonya Clark, Michelle Grabner, The Guerrilla Girls, Fritz Haeg, Pablo Helguera, Nina Katchadourian, Toyin Ojih Odutola, J. Morgan Puett, Dread Scott, Alec Soth, Gillian Wearing, and many others.

The Apple Experience: Secrets to Building Insanely Great Customer Loyalty (ENHANCED EBOOK)
The Apple Experience: Secrets to Building Insanely Great Customer Loyalty (ENHANCED EBOOK)

Author: Carmine Gallo

Publisher: McGraw Hill Professional

Published: 2012-10-19

Total Pages: 298

ISBN-13: 0071813284

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Praise for THE APPLE EXPERIENCE "There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine's book will help you understand and implement the same kind of world-class experience." --Guy Kawasaki, author of Enchantment and former chief evangelist of Apple "Carmine Gallo explains beautifully and simply just what makes the Apple retail experience so successful. No matter what kind of business you are in, there are insanely valuable lessons in this book!" --Garr Reynolds, author of Presentation Zen and The Naked Presenter "At its core, this book is not about Apple. It's about delivering the best experience possible." --Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc. "An exciting resource for any business owner in any country who wants to reimagine the customer experience." --Loic Le Meur, CEO, LeWeb "Why can't other retail experiences be as great as an Apple store's? Not only does Carmine Gallo answer that question brilliantly, but he shows precisely how to make sure your customers never ask it about your business." --Matthew E. May, author of In Pursuit of Elegance and The Laws of Subtraction "Carmine Gallo gets to the magic of Steve Jobs: Touching people's lives. This simple, yet delightful vision should be at the heart of every retail interaction in the world today." --Peter Steinlauf, Chairman, Edmunds.com "This magnificent collection of insights illuminates the way for anyone who wants to create a truly great experience, whether in retail, service, or software. " --Dan Roam, author of The Back of the Napkin and Blah Blah Blah Reinvent your business to deliver Apple-like customer satisfaction and profits In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behind the company's total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service. Carmine Gallo interviewed professionals at all levels who have studied Apple, and he spent hundreds of hours observing the selling floor in Apple’s retail space and learning about Apple’s vision and philosophy. Using insights and data from these sources, he breaks down Apple’s customercentric model to provide an action plan with three distinct areas of focus: Inspire Your Internal Customer with training, support, and communications that create a “feedback loop” for improving performance at every level Serve Your External Customer with irresistible brand stories and dedicated salespeople who embody the APPLE five steps of service-- Approach, Probe, Present, Listen, End with a fond farewell Set the Stage by ensuring that no element is overlooked in creating an immersive retail environment where customers can see, touch, and learn about your products With The Apple Experience, you can improve the return on your investment in retail by adding real value to every customer interaction. Better still, any business that deals with people--employees or customers--can adopt the techniques to achieve Apple-like market dominance by enriching lives, building loyalty, and reimagining the customer experience. This enhanced eBook includes seven bonus videos! Each one focuses on a different lesson for Apple-style success and provides great visuals of different Apple stores throughout the country.

Experience on the Edge: Theorizing Liminality
Experience on the Edge: Theorizing Liminality

Author: Brady Wagoner

Publisher: Springer Nature

Published: 2021-10-19

Total Pages: 210

ISBN-13: 303083171X

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Liminality has become a key concept within the social sciences, with a growing number of publications devoted to it in recent years. The concept is needed to address those aspects of human experience and social life that fall outside of ordered structures. In contrast to the clearly defined roles and routines that define so much of industrial work and economic life, it highlights spaces of transition, indefiniteness, ambiguity, play and creativity. Thus, it is an indispensable concept and a necessary counterweight to the overemphasis on structural influences on human behavior. This book aims to use the concept of liminality to develop a culturally and experientially sensitive psychology. This is accomplished by first setting out an original theoretical framework focused on understanding the ‘liminal sources of cultural experience,’ and second an application of concept to a number of different domains, such as tourism, pilgrimage, aesthetics, children’s play, art therapy, and medical diagnosis. Finally, all these domains are then brought together in a concluding commentary chapter that puts them in relation to an overarching theoretical framework. This book will be useful for graduate students and researchers in cultural psychology, critical psychology, psychosocial psychology, developmental psychology, health psychology, anthropology and the social sciences, cultural studies among others.

Marketing of Tourism Experiences
Marketing of Tourism Experiences

Author: Noel Scott

Publisher: Routledge

Published: 2013-09-13

Total Pages: 309

ISBN-13: 1317987268

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This book provides a review of the current theory and practice of experiential tourism and how it is marketed. Many societies today are characterised by widespread individual wealth of an order previously confined to the elite with the consequence that ownership of ‘ordinary’ physical goods is no longer a distinguishing factor. Instead people are now seeking the ‘extraordinary’ with examples being bodies enhanced through surgery, personal fitness trainers, and, in the case of leisure and tourism, seeking unique and unusual places to visit and activities to undertake. This trend manifests in the increasing consumption of services and the addition of experiential elements to physical goods by businesses aware of societal changes. The trend is enhanced by rapidly changing technology and economic production methods providing new sectors of the world’s population with access to the consumption experiences that are repeatedly featured in the media. This is the experience economy, characterised by a search by consumers for fantasies, feelings, and fun. This book was based on a special issue of Journal of Hospitality Marketing & Mangement.

Coffee Chat on Improving the Quality of Our Life Experiences
Coffee Chat on Improving the Quality of Our Life Experiences

Author: Steve Moloney

Publisher: Lulu.com

Published: 2014-08-14

Total Pages: 394

ISBN-13: 1312379235

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Bringing people together in a brotherly and sisterly way to share ideas on improving the quality of our life experiences is what Coffee Chat has been about. It is my hope that this book will inspire you to share your ideas with others as well.