What are the main challenges facing people managers in the Future of Work? When we look at the Future of Work now, essentially what we’re
Here are 5 of Walking the Talk's recommended problem solving with customers reads.
The Customer Manifesto; | Pamela Herrmann
"This book summarizes for a general audience results from a query put to customers, "What would a business have to do in order to earn your loyalty?" The Customer Manifesto is the result of that query. By understanding what customers want to feel when they transact with a business, we can quickly adapt the way in which we interact with them with the goal of growing the rela-tionship to the level of evangelist -- someone who will willingly and happily provide the critical social proof through business rat-ings and review websites, and through social networking. This book provides best practices from the highest rated busi-nesses in hospitality and the insights from enterprise level busi-nesses that have invested billions of dollars on customer insights in order to improve the way they do business. We've taken these principles and applied them to The Customer Manifesto so that lo-cal businesses can learn how to create an exceptional customer experience with every transaction. The stories and lessons are presented in the framework of the retail business, but these principles very much apply to the serv-ice based business where customers may be calling you, or an on-line business where you are measuring & monitoring the customer experience through the lens of your website analytics. Technology is an amazing tool for growing sales, but it is a waste of the two most valuable resources a small business has -- that of time and money -- if the customer experience is fair to middling. An exceptional experience is created when we prove to customers that they are valued and appreciated with every action, interaction, reaction & transaction."
Igniting Customer Connections | Andrew Frawley
"Igniting Customer Connections explores how organizations of all sizes can build powerful and profitable customer relationships in a today's increasingly complex, fast-paced, and fragmented marketplace. Written by the president of one of the world's largest marketing firms, the book provides expert insights about connecting with customers effectively across all channels and over time. The central premise is a refreshingly different, evidence-based approach called Return On Experience and Engagement, or ROE2, which delivers a new way to inspire and measure customer connections—and improve business results. The traditional marketing campaign—a battle for attention with a clear launch date and endpoint—no longer works. Marketing is faster and more complex than ever, and consumers now have the power to turn off the message. Igniting Customer Connections explores the benefits of a new approach that enables companies to connect with customers, rather than just talk at them. The key to winning customers and building long-term business is creating positive customer experiences that inspire ongoing engagement—from Facebook "likes" to purchase decisions. Based on data and stories drawn from dozens of top brands and thousands of consumers, Igniting Customer Connections helps marketers create long-term brand equity and sustainable business growth. "
Thinking: The New Science of Decision-Making, Problem-Solving and Prediction | John Brockman
"From the bestselling authors of Thinking, Fast and Slow; The Black Swan; and Stumbling on Happiness comes a cutting-edge exploration of the mysteries of rational thought, decision-making, intuition, morality, willpower, problem-solving, prediction, forecasting, unconscious behavior, and beyond. Edited by John Brockman, publisher of Edge.org ("The world's smartest website"—The Guardian), Thinking presents original ideas by today's leading psychologists, neuroscientists, and philosophers who are radically expanding our understanding of human thought.
Polarity Management: Identifying and Managing Unsolvable Problems | Barry Johnson
"Some complex problems simply do not have "solutions". The key to being an effective leader is being able to recognize and manage such problems. Polarity Management presents a unique model and set of principles that will challenge you to look at situations in new ways. Also, included are exercises to strenghten your skills, and case studies to help you begin applying the model to your own unsolvable problems. Polarity Management will increase your ability to distinguish between problems that can be solved and polarities that cannot be solved, and show you how to effectively manage unsolvable problems."
For further insights view our selection of case studies, ebooks, reports and white papers or contact us to learn how we can transform your culture.
