Customer Experience Management Rebooted

Author: Steven Walden
Publisher: Springer
ISBN: 9781349949052
Release Date: 2017-03-02
Genre: Business & Economics

Walden shows why most customer experience management fails to improve the customer’s real experience and how to concentrate on the subjective emotional perceptions that drive the customer’s actual “experience” rather than the quantitative service efficiency metrics gathered by most CX tools. Customer experience management is not about managing every objective “experience” your customers have with you. It’s about understanding, measuring and creating “experiences” that customers “value”. So while service and efficiency are wonderful things, they represent "business as usual"; the ticket to the game, the platform from which “experiences” are created not the experience itself! The message of this book is that businesses are at risk! Their uber focus on efficiency is leading them to miss the chance to connect more closely with their customer base and deliver on the creative potential of their brand. They ignore the fact that technology is an enabler of the “experience” it is not “the experience”. Customers are not data – they are people: living, breathing, contradictory, infuriating bundles of cognitive and emotionally-driven responses to stimuli. “Experience” deals with how customers think, feel and behave – the things that motivate them to act which go beyond frequently forgettable efficiency. This means differentiating by providing new and better experiences based on a deeper understanding of what motivates customers to buy. To do that we must leave the objective, quantitative, world of quality management and enter the subjective, qualitative, world of customer’s psychology. Walden reboots our understanding of customer experience, showing us what it means, how to measure it, what we need to do to manage it and how we can gain financially from it. Understand, measure, create and do – but first of all, understand.

How Performance Management Is Killing Performance and What to Do About It

Author: M. Tamra Chandler
Publisher: Berrett-Koehler Publishers
ISBN: 9781626566781
Release Date: 2016-03-14
Genre: Business & Economics

Rethink, Redesign, Reboot. Most people associate performance management with the annual review, which is universally dreaded by employees, management, and HR professionals alike. It's a cookie-cutter, fear-based, top-down approach that emphasizes negatives over positives and stifles healthy career conversations. It's never been shown to motivate anyone to do anything but try to avoid it, but nobody feels like they have any alternative. Tamra Chandler has one—and it works. Actually, Chandler doesn't offer a single alternative—she offers an infinite number of them. Each organization that uses her Performance Management Reboot is able to develop its own unique version since it doesn't make a lot of sense for organizations with different cultures, in different industries and sectors, to do things exactly the same way. Grounded in the latest scientific findings about motivation, it's a transparent, employee-driven process that values collaboration over competition and rewards people for acquiring new skills and increasing their contribution instead of hitting arbitrary benchmarks. Chandler lays out the general principles and then walks you through each step in creating a performance management process that employees will actually embrace rather than avoid and that will help you meet the three objectives of great performance management: developing your people, rewarding them equitably, and driving your organization's performance. It's the first comprehensive, step-by-step guide to creating a performance management solution that's tailored to your organization's needs and goals and that places the emphasis squarely on your greatest asset: your people.

Server Disk Management in a Windows Environment

Author: Drew Robb
Publisher: CRC Press
ISBN: 0203498747
Release Date: 2003-09-26
Genre: Computers

Hard drives and disk management receive scant attention from the industry press, yet recent surveys have identified disk failure as the #1 source of server downtime. Combine this fact with the skyrocketing TCO of data storage management, and it is apparent that server disk management is a subject deserving of much more scrutiny. Server Disk Management in a Windows Environment explains the basic elements of disks and disk architectures, and explores how to successfully manage and maintain functionality within a Windows environment. The author focuses on critical issues that are often ignored by other books on this subject, issues including disk quotas, fragmentation, optimization, hard drive reliability, asset management, software deployment, and system forensics. This book is a valuable resource for IT veterans and those who are less tech-savvy. Students and IT newcomers can access multiple definitions and examples of fundamentals such as disk organization, file systems, and basic maintenance actions. Chapters examining hardware and software management and industry trends provide further insight into how you can maintain and monitor disks, and have them perform at maximum efficiency.

Library Journal

ISBN: UVA:X006065772
Release Date: 1999
Genre: Internet access for library users


ISBN: STANFORD:36105000966908
Release Date: 1982-05
Genre: Automation

Courses of Study

Author: Cornell University
ISBN: CORNELL:31924086740895
Release Date: 1994
Genre: Education

How to Do Everything with Your Palm Handheld Fifth Edition

Author: Dave Johnson
Publisher: McGraw Hill Professional
ISBN: 0072258705
Release Date: 2005-04-25
Genre: Computers

Get the most out of your PDA with this step-by-step guide. How to Do Everything with Your Palm Handheld, Fifth Edition covers the latest features, tools, and utilities and explains how to customize your PDA, HotSync with your PC, and use the date book, calendar, address book, to do list, and memo pad. You’ll learn how to access e-mail and the Web, turn your PDA into a mobile office, watch movies, listen to music, secure your PDA, and so much more. Regardless of which Palm OS handheld you own, you’ll find out how to maximize its capabilities from this easy-to-follow book.

Franchise Times

ISBN: CORNELL:31924095738161
Release Date: 2002
Genre: Franchises (Retail trade)

Computers in Your Future

Author: Bryan Pfaffenberger
ISBN: UVA:X004477134
Release Date: 2002
Genre: Computers

This text includes explanations of computing concepts, practical applications of technology theory and emphasis on the historical and societal impacts of technological innovations. It features integrated coverage of management-information systems, networking, e-mail and the internet.


ISBN: UCSD:31822020187944
Release Date: 1989
Genre: Computer industry