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Offer You Can't Refuse: What If Customers Want More Than Excellent Service? [Mīkstie vāki]

4.15/5 (129 ratings by Goodreads)
  • Formāts: Paperback / softback, 256 pages, height x width: 240x170 mm, weight: 657 g, 25 Illustrations, color
  • Sērija : Lannoo Campus
  • Izdošanas datums: 02-Oct-2020
  • Izdevniecība: Lannoo Publishers
  • ISBN-10: 9401470359
  • ISBN-13: 9789401470353
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  • Mīkstie vāki
  • Cena: 41,71 €
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Offer You Can't Refuse: What If Customers Want More Than Excellent Service?Palielināt
  • Formāts: Paperback / softback, 256 pages, height x width: 240x170 mm, weight: 657 g, 25 Illustrations, color
  • Sērija : Lannoo Campus
  • Izdošanas datums: 02-Oct-2020
  • Izdevniecība: Lannoo Publishers
  • ISBN-10: 9401470359
  • ISBN-13: 9789401470353
Citas grāmatas par šo tēmu:
Permanent link: https://www.kriso.lv/db/9789401470353.html
  • A new book from a visionary keynote speaker who specializes in customer-centric thinking and the evolution of corporate responsiveness
  • Offers concrete applications of the social dimension of customer relations
  • Contains three components for sustainable success
How can you stay relevant for your customers? The answer is a combination of the following three factors: technology, personal involvement and social commitment. The past ten years have been marked by the arrival of 4G, mobile services, and robotics. These technologies have brought about a revolution in the field of customer experience and in the future, this will evolve even further. As a company, you will have to take a more active part in the personal life journey of your customers. This opens up the opportunity to tackle, together with your customer, concrete social world problems, including climate change, mobility, and health care. Customers increasingly seek out companies that do good for both themselves, and the world.

Papildus informācija

Named one of Forbes Top 10 Business Books That Will Help You Chart A Successful Future by Forbes Magazine (December 2020)
Introduction
Social challenges
12(1)
The biggest digital transformation ever
13(1)
The start of new customer expectations
14(2)
The Offer You Can't Refuse
16(1)
The research for The Offer You Can't Refuse
17(2)
The soundtrack of The Offer You Can't Refuse
19(5)
PART 1 THE OFFER YOU CAN'T REFUSE
Chapter 1 Customer Expectations Go Further Than Ease Of Use
The new minimum
24(1)
How Big Tech moulded the digital norm
25(1)
The largest digital training session ever
26(1)
The new minimum goes beyond digital interfaces
27(1)
Starbucks, mobile commerce and China
27(2)
Meituan Dianping
29(2)
The new form of disruption: good quality, low price and direct delivery to the end user
31(2)
Excellent service is the new commodity
33(1)
Me and the world
34(2)
Hopes, dreams and ambitions
36(1)
The paradox of modern society
37(3)
Concern 1 climate
40(1)
MAX Burgers is climate neutral
41(2)
Concern 2 technology
43(2)
The Digital Dark Side
45(2)
Concern 3 health
47(2)
The Offer You Can't Refuse
49(5)
Chapter 2 The Offer You Can't Refuse Model
Surprising that Spotify made it!
54(1)
The Offer You Can't Refuse
55(1)
Four strategies for building The Offer You Can't Refuse
56(1)
At last! A smart fridge
57(1)
Aladdin's lamp
58(2)
Work your way up!
60(1)
Centraal Beheer: NPS +50
61(1)
`Small Dents' Days, outstanding digital interfaces and a `royal goodbye'
62(1)
Partner in living
63(1)
Centraal Beheer: an `Offer You Can't Refuse'!
64(1)
Restaurant Addo in Seattle
65(2)
And in my industry? Do I really have to do everything?
67(1)
Hopper solves a problem that consumers have been wrestling with for years
68(2)
Suddenly it gets urgent
70(1)
Verstraete IML: the story of a printing company in full transformation
71(1)
War on plastic
72(1)
The holy grail
73(2)
Where is your company?
75(1)
A world with technology that goes much further than straightforward ease of use
75(5)
PART 2 GENERAL PURPOSE TECHNOLOGIES
Chapter 3 Four Technologies That Go Further Than Ultimate Ease Of Use
Complex challenges
80(1)
General purpose technologies
81(2)
5G: more than just faster internet
83(1)
5G hospitals
84(2)
Artificial intelligence
86(2)
A digital companion
88(1)
The start of the Al curve
89(1)
Quantum computing
90(2)
The rapid development of medicines
92(2)
Robotics
94(2)
A robot boom in China
96(2)
The mature smartphone curve
98(1)
Alexa, set the timer for eight minutes, please!
99(1)
The second half of the curve?
100(2)
Technology for good
102(2)
The customer wants more - and the technology can provide it!
104(8)
PART 3 STRATEGIES FOR THE OFFER YOU CAN'T REFUSE
Chapter 4 Ultimate Convenience
Tinder wipes its competitors off the screen
112(1)
Personal butlers
113(1)
The automation of your weekly shopping
114(1)
McDonald's and Dynamic Yield
115(1)
Do people really trust all this automation?
116(1)
The characteristics of the interface of the future
117(2)
Toutiao
119(1)
A filter on everything
120(2)
Amazon's filter on products and brands
122(2)
Nike pulls the plug
124(2)
Two scenarios
126(1)
The ultimate convenience: automatic and invisible
127(2)
Help! I can see a lion!
129(1)
How can I get started?
130(1)
Convenience as the driver of loyalty?
130(4)
Chapter 5 Partner In Life
Human energy and money are scarce resources
134(1)
The changing mission of Booking.com
135(1)
Google wants to make everything in life easy
136(1)
The three steps to a `partner in life' approach
137(15)
Grab
152(1)
How can I start my `partner in life' strategy?
153(5)
Chapter 6 Save The World
There is a sense of social responsibility in all of us!
158(1)
Marks & Spencer has had a sense of social responsibility from its very first day
159(1)
How to save the world?
160(2)
The New Year's letter from the CEO of BlackRock
162(1)
The weakness of a purpose
163(1)
What societal problems will your company solve?
164(2)
From authenticity to a sense of responsibility
166(1)
Twitter versus Facebook
167(2)
How to set your products on fire - safely
169(2)
The concept of shared value
171(1)
Three strategies for applying the shared value philosophy
172(2)
The end of the trade-off
174(2)
Impossible Foods, Beyond Meat, Greenway Foods and many others
176(2)
Three implementation guidelines for your `save the world' strategy
178(10)
PART 4 SUCCESSFUL IMPLEMENTATION
Chapter 7 The Offer You Can't Refuse For Employees
One of the greatest myths in the world of customer satisfaction
188(1)
HR departments in transformation
189(1)
The war for talent
190(1)
The Offer You Can't Refuse for employees
191(2)
Ultimate convenience
193(1)
The Evernote dispenser
194(1)
The 95%-5% rule
195(1)
Working from home versus working in the office
196(1)
GE: a culture of simplicity
197(1)
Partner in life and career
198(5)
At PPG everyone is a painter
203(2)
Adobe makes its employees `an offer they can't refuse'
205(2)
Employee experience goes further than HR
207(1)
Employee experience ensures a guaranteed return
208(1)
How can I start to build an offer that my employees can't refuse?
209(6)
Chapter 8 The Hourglass Model-A Practical Innovation Model
The Hourglass model - a practical guide for The Day After Tomorrow
215(1)
The origin of The Day After Tomorrow
215(1)
A model based on films
216(1)
Three horizons
217(2)
What does YOUR Day After Tomorrow look like?
219(1)
The hourglass model
220(2)
Sense
222(1)
Try
223(2)
Leaders become losers
225(1)
From zero to one and from one to N
226(1)
A LAT relationship
227(3)
Use your Offer You Can't Refuse strategy as fuel for the zero to one element of your hourglass
230(7)
Chapter 9 Do It Better
Luigi's cafe starts an online game show
237(1)
Blends of industries
238(1)
Ethical choices: machines that lie?
239(1)
Ethical choices: do you ever want to let go?
240(2)
Eternal
242(1)
Transparency in everything you do
243(1)
Case: Veja
243(2)
Tailwind markets
245(1)
How Egmont got the wind in its sails
245(2)
The end customer. Always
247(1)
End customer focus in B2B
248(1)
Disney+
249(1)
Responsible decisions
250(1)
Finally I can't wait!
251(1)
Thank you 252(3)
End notes 255
Steven Van Belleghem is an expert in customer centricity in a digital world. He is a highly sought-after speaker for congresses, company meetings and events all over the world. Steven is also partner consultancy company Nexxworks, co-founder of Zembro and of content creation bureau Snackbytes.