Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine [EPUB]
24 January 2017, 10:17
2015 | EPUB | 9.68MB
A Customer Experience Roadmap to Transform Your Business and Culture
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.
And it will take years off your learning curve.
Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers.
- Manage and Honor Customers as Assets
- Align Around Experience
- Build a Customer Listening Path
- Proactive Experience Reliability and Innovation
- One Company Accountability, Leadership & Decision Making
Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning.
Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine.
Narrative and Numbers: The Value of Stories in Business [EPUB]
20 January 2017, 17:16
2017 | EPUB | 6.83MB
How can a company that has never turned a profit have a multibillion dollar valuation? Why do some start-ups attract large investments while others do not? Aswath Damodaran, finance professor and experienced investor, argues that the power of story drives corporate value, adding substance to numbers and persuading even cautious investors to take risks. In business, there are the storytellers who spin compelling narratives and the number-crunchers who construct meaningful models and accounts. Both are essential to success, but only by combining the two, Damodaran argues, can a business deliver and sustain value.
Through a range of case studies, Narrative and Numbers describes how storytellers can better incorporate and narrate numbers and how number-crunchers can calculate more imaginative models that withstand scrutiny. Damodaran considers Uber's debut and how narrative is key to understanding different valuations. He investigates why Twitter and Facebook were valued in the billions of dollars at their public offerings, and why one (Twitter) has stagnated while the other (Facebook) has grown. Damodaran also looks at more established business models such as Apple and Amazon to demonstrate how a company's history can both enrich and constrain its narrative. And through Vale, a global Brazil-based mining company, he shows the influence of external narrative, and how country, commodity, and currency can shape a company's story. Narrative and Numbers reveals the benefits, challenges, and pitfalls of weaving narratives around numbers and how one can best test a story's plausibility.
Learning for Life: How Continuous Education Will Keep Us Competitive in the Global Knowledge Economy [EPUB]
18 January 2017, 17:58
2015 | EPUB | 1.78MB
Today’s global knowledge economy requires individuals and companies alike to quickly adapt to new tools and strategies. To remain competitive, both must continually upgrade their skills. In the United States, however, support for ongoing education lags far behind other developed nations, creating a crippling skills gap.
How did we get to this point, and why are other countries faring markedly better? What keeps our nation’s vast network of corporate training, workforce development, and K-12 and college education so fragmented and inefficient? Gathering insights from key thought leaders and exemplary programs, Learning for Life examines:
- Why America’s existing educational models are failing employees and employers
- The shift from content knowledge toward new ways of thinking and working, grounded in creativity, critical thinking, communication, and collaboration
- Policies and programs that are working in the U.S. and abroad
- Recommendations for overhauling our education and training infrastructure and building partnerships between providers and employers
In a constantly changing world, the stakes are high to ensure our workforce performs. Learning for Life points to the most promising pathways for getting there.