From Voices to Results - Voice of Customer Questions, Tools and Analysis
Make the right decisions about your products and services by listening effectively to the people that matter – your customers About This Book ? Understand the core components, processes and technologies available for a VOC initiative ? Structure effective VOC programs and turn VOC into actionable product success ? A handy guide to help you identify the hidden needs of your customers and strengthen your relationship with them Who This Book Is For The book is for anyone who needs to get to know their customer, how they feel and what they think about a certain subject. If you are a stakeholder in any project responsible for customer relationships, this book will help you immensely. An awareness of VOC as a topic would be useful, although not essential. What You Will Learn ? Understand different unarticulated needs of your customers ? Deploy effective VOC in your organizations ? Identify and understand the different tools and processes to set up a successful VOC program ? Integrating your findings about your customers into successful products ? Effectively utilize VOC for a successful launch of your product In Detail This book is all about getting to know your customers – what they want and need, what they like and don’t like. Voice of the Customer is one of the most popular forms of market research combining both quantitative and qualitative methods. This book shows you how to engage with customers and understand their wants and needs, likes and dislikes – something which is becoming more in more important with the rise of an increasingly connected world. The book addresses the problem of understanding your customer and engaging with those customers. It also targets people who want to know how to do an effective VOC capture and analysis. As with any engagement/research based initiative, there is also a concern with the ROI. This book shows you how to overcome this problem as well. By the end of this book, you will have a thorough understanding of the relevant stages of a VOC project. It will show you how to devise an effective plan, direct the project to their objectives, and then show you how to collect the voice of the customer, with examples and templates for interviewing and surveying. Style and approach This book is a perfect blend of concepts and real-world use-cases which will help the businesses understand and therefore serve the customers better. Written in a very engaging manner, this book ensures you are able to grasp the theory and apply it in your business seamlessly.
Foundations of Structured Trade Finance
Are you interested in learning more about the complex area of structured trade financeStructured Trade Finance (STF) is a highly specialised area of trade finance that has evolved directly from practice. As it grows and becomes more complex in an increasingly risk-based regulatory environment, there is a need for more detailed guidance on the subject. Foundations of Structured Trade Finance will provide you with exactly this. Written by Dr Oramah — President of Afreximbank and a professional who played an important role in the evolution of STF — this report will: Address the philosophical foundations and risks associated with structured trade finance Provide step-by-step guidance on how deals can be structured Outline the scope of coverage outside the confines of commodities Examine real life case studies and draw out lessons that can be learned from these STF has proven itself as an effective instrument for attracting trade finance to those regions that receive limited trade finance and which lag behind in trade and economic performance. Ensure you're aware of the risks associated with it.
The Strategist: Be the Leader Your Business Needs
Strategy is about identifying why your business matters, not just analysing the competition. Cynthia Montgomery reveals how leaders can embrace the crucial role of The Strategist to really define and drive the objectives and advantages to power their companies forward. Cynthia Montgomery teaches the globally-renowned EOP (Entrepreneur, Owner, President) course at Harvard Business School, one of Harvard’s most oversubscribed executive courses. Participants are all seasoned executives, owners, CEOs, or COOs of privately held companies who pay tens of thousands of dollars to attend, with the goal of learning how to be more effective leaders and how to make their companies more successful. Montgomery’s course teaches them a totally new way to understand leadership, a way that fuses leadership with strategy. Her approach calls for a reset of current thinking about both. She shows that strategy is not just a tool for outwitting the competition – it is the most powerful means a leader has for shaping a firm itself. Montgomery takes the readers through the paces of her world-renowned course, teaching them how to develop the skills and sensibilities that living strategy and real leadership demand. No other book marries strategy and leadership in the same way – a way readers will find challenging, intriguing, and ultimately, inspiring.
Daring & Disruptive
Vibrant, game-changing CEO Lisa Messenger shares an insightful account of her rollercoaster ride as the creator and founder of the globally popular Collective Hub, the hip magazine of inspiration for disrupters and innovators of all stripes—with bold ideas on how you can stay on track and remain true to whatever your passion may be. Speaking to the new generation of innovators, game changers, and disrupters who want to succeed in a fast changing and often vexing world, Daring and Disruptive: Unleashing the Entrepreneur is a personal and honest chronicle of Lisa Messenger’s various business endeavors, including her shrewd launch of her innovative entrepreneurial magazine, Collective Hub. Exuding honesty and energy, Lisa blends these wonderfully insightful stories with important business lessons she has learned along the way, such as how she empowered herself in ways that helped her harness her creativity, disrupt the system, and be fearless in all of her endeavors. Inspiring as well as instructive, Messenger’s book offers up other big-think insights such as: -Invest in yourself -Know your “why” -Realize that failure is another word for experience -Break free of the traditional thinking around what a career should look like Whether you’re a budding entrepreneur, corporate ladder-climber, or a seasoned business owner, Daring and Disruptive is a powerful and practical guide that can help you dig deep, stay on message, and stay true to your ideas in challenging times (so if you’re thrown to the wolves, you’ll have the strength to come out leading the pack).
The Tyranny of Numbers: Why Counting Can’t Make Us Happy
Never before have we attempted to measure as much as we do today. Why are we so obsessed with numbers? What can they really tell us? Too often we try to quantify what can’t actually be measured. We count people, but not individuals. We count exam results rather than intelligence, benefit claimants instead of poverty. The government has set itself 10,000 new targets. Politicians pack their speeches with skewed statistics: crime rates are either rising or falling depending on who is doing the counting. We are in a world in which everything designed only to be measured. If it can’t be measured it can be ignored. But the big problem is what numbers don’t tell you. They won’t interpret. They won’t inspire, and they won’t tell you precisely what causes what. In this passionately argued and thought-provoking book, David Boyle examines our obsession with numbers. He reminds us of the danger of taking numbers so seriously at the expense of what is non-measurable, non-calculable: intuition, creativity, imagination, happiness… Counting is a vital human skill. Yardsticks are a vital tool. As long as we remember how limiting they are if we cling to them too closely. Americans who claim to have been abducted by aliens = 3.7 million Average time spent by British people in traffic jams every year = 11 days Number of Americans shot by children under six between 1983 and 1993 = 138, 490
What makes the world's top companies so adept at providing stellar customer service? How do they meet the needs of every customer and still turn healthy profits? And, most important, how can you adapt their practices to fit your business? Thanks to over six years of ongoing research and an investment of $30 million, Arthur Andersen has created its Global Best Practices Database to uncover breakthrough thinking at world-class companies. Now, in Best Practices, Arthur Andersen for the first time shares its understanding of how more than forty best-practices companies focus on their customers, create growth, reduce cost, and increase profits. Managers of any business in any industry can adapt and apply what those companies do best. Unlike most books based merely on an author's own theories or limited anecdotal experience, Best Practices is backed up by 30,000 pages of active, documented data on hundreds of companies worldwide. This book concentrates primarily on customers and how to involve them in everything from the design of products and services to marketing, selling, and product delivery. Perhaps the greatest value of the book lies in its linking of best practices to business processes, thereby encouraging managers to expand their thinking and engage in creative problem-solving with the help of insights from companies inside or outside their own industry For example, the manager of a clothing store chain can study how Federal Express adapted the concept of just-in-time manufacturing to its rapid delivery of parts between supplier and customer. The owner of a small coffee shop chain might learn from American Express and Peapod how to target customers by offering particular products and predicting exactly when they will make their next purchases. These and other examples will help business people diagnose the processes in place at their own companies and determine how best to improve them. Comprehensive and on the cutting edge, Best Practices will serve as an invaluable information resource.
The Misfit Economy
Who are the greatest innovators in the world? You're probably thinking Steve Jobs, Thomas Edison, Henry Ford. The usual suspects.This book isn't about them. It's about people who are just as innovative, entrepreneurial, and visionary as the Jobses, Edisons, and Fords of the world, except they're not in Silicon Valley. They're in the street markets of Sao Paulo and Guangzhou, and the rubbish dumps of Lagos. They are pirates, slum dwellers, computer hackers, dissidents, and inner city gang members.Across the globe, diverse innovators operating in the black, grey, and informal economies are developing solutions to a myriad of challenges. Far from being "deviant entrepreneurs" that pose threats to our social and economic stability, these innovators display remarkable ingenuity, pioneering original methods and practices that we can learn from and apply to move formal markets.This book asks: Who are these unknown visionaries? How do they work? How do they organize themselves? How do they catalyze innovation? And ultimately, how can you take these lessons into your own world?
Economic Regulation and Its Reform
The past thirty years have witnessed a transformation of government economic intervention in broad segments of industry throughout the world. Many industries historically subject to economic price and entry controls have been largely deregulated, including natural gas, trucking, airlines, and commercial banking. However, recent concerns about market power in restructured electricity markets, airline industry instability amid chronic financial stress, and the challenges created by the repeal of the Glass-Steagall Act, which allowed commercial banks to participate in investment banking, have led to calls for renewed market intervention.Economic Regulation and Its Reform collects research by a group of distinguished scholars who explore these and other issues surrounding government economic intervention. Determining the consequences of such intervention requires a careful assessment of the costs and benefits of imperfect regulation. Moreover, government interventions may take a variety of forms, from relatively nonintrusive performance-based regulations to more aggressive antitrust and competition policies and barriers to entry. This volume introduces the key issues surrounding economic regulation, provides an assessment of the economic effects of regulatory reforms over the past three decades, and examines how these insights bear on some of today's most significant concerns in regulatory policy.
Good To Great And The Social Sectors
Building upon the concepts introduced in Good to Great, Jim Collins answers the most commonly asked questions raised by his readers in the social sectors. Using information gathered from interviews with over 100 social sector leaders, Jim Collins shows that his "Level 5 Leader" and other good-to-great principles can help social sector organizations make the leap to greatness.
The Irrational Bundle
Dan Ariely's three New York Times bestselling books on his groundbreaking behavioral economics research, Predictably Irrational, The Upside of Irrationality, and The (Honest) Truth About Dishonesty, are now available for the first time in a single volume.
Direct From Dell
At nineteen, Michael Dell started his company as a freshman at the University of Texas with $1,000 and has since built an industry powerhouse. As Dell journeys through his childhood adventures, ups and downs, and mistakes made along the way, he reflects on invaluable lessons learned.Michael Dell's revolutionary insight has allowed him to persevere against all odds, and Direct from Dell contains valuable information for any business leader. His strategies will show you effective ways to grow your business and will help you save time on costly mistakes by following his direct model for success.
Winning the Money Game
Former NBA center Adonal Foyle has seen athletes burn through millions on women, large entourages, family gifts, gambling debts even shark tanks! Such spending habits are partly responsible for 60 percent of NBA players going broke within five years of retirement and nearly 80 perfect of NFL players being strapped within two.Rich with anecdotes from a sports insider, Winning the Money Game shows you how to avoid the financial fouls of athletes. Foyle gives you the straight, offering guidance on a wide range of money matters, from taxes to alimony, from child support to medical bills, and so much more. He beaks down expenses point by point, illustrating the difference between luxury items and family needs, and lays out the essential dos and don'ts to help you spend, save, and grow your money wisely.
In today's competitive environment, creativity is no longer an option. Companies that understand how to manage creativity in their people, organize for creative results and willingly implement good new ideas will triumph.In Jamming, John Kao also offers an approach that demystifies a topic traditionally confounding to businesspeople everywhere. He begins by showing how creativity, like the musical discipline of jazz, has a vocabulary and a grammar. It is a process, and because of that it can be observed, analyzed, understood, replicated, taught and managed. He explains how creativity needs a particular environment in which to blossom and grow. Like musicians in a jam session, a group of businesspeople can take an idea, challenge one another's imagination and produce an entirely new set of possibilities. Kao reveals how managers can stimulate creativity in their employees, explores the impact of information technology on creativity, looks at the globalization of creativity and shows how to ensure the loyalty of people who design, build and deliver today's vital products and services.
The Great Hangover
Vanity Fair presents 21 true stories of the new hard times Where did all the billions goCommissioned by the editors at Vanity Fair magazine, The Great Hangover is an eye-opening collection of essays on the global economic crisis by fifteen of the most respected contemporary business writers in America, including:Bryan Burrough (Barbarians at the Gate) on the atmosphere of uncertainty and fear that preceded the demise of Bear Stearns . . . Michael Lewis (Liar's Poker) on Iceland's bizarre national implosion . . . Mark Bowden (Black Hawk Down) on the decline of The New York Times and the threat to the ailing newspaper industry . . . Mark Seal on the defining figure of the seriously tarnished New Gilded Age: the Grand Master of Greed, Bernie Madoff . . . Along with compelling and sometimes hair-raising pieces from a dozen other Vanity Fair contributors on the recent recession's myriad villains and victims and the worldwide impact of the financial downturn.
Know What Makes Them Tick
Max Siegel started with none of the obvious advantages, yet again and again he built mutually beneficial partnerships with peers, mentors, supervisors, and industry leaders that took him to the heights of professional and personal achievement. He's managed some of the world's top recording artists, ballplayers, and race-car drivers, and helped run some of the top organizations in sports and entertainment. He's grown fragmented niche markets into bestselling audiences by tapping into the universal hopes and passions that bring people together. Now he travels the country giving motivational speeches and inspiring professionals of all kinds, sharing his method for connecting with people, whatever their differences.The secret, Siegel says, is to know what makes others tick. For some, it's financial security; for others, it's respect, devotion to family, a creative calling, or a vision of a better world. He shows how to encourage people to share these hidden, all-important motivations, and how to partner with them in the most powerful way there is: by finding the overlap between their goals and yours, so that together you can realize the dreams that make you tick.The nine universal rules outlined in Know What Makes Them Tick include:See Where You Want to Be, Not Where You AreFind Your AmbassadorsShow What's in It for ThemReaders will learn practical strategies for negotiating the challenges in every part of life, whether motivating colleagues to be more productive, finding a market for their product, uniting a divided family, or building a life of satisfaction in an unpredictable world. It's an eye-opening guide to a unique and powerful approach that anyone can use.
Buy, Close, Move In!
The rules have changed, but your dreams haven't. You can buy the home you want let award-winning real estate guru Ilyce Glink show you how! With her books, syndicated newspaper and Internet columns, radio show, blog, Web site, and numerous media appearances, Ilyce Glink has become the go-to expert Americans rely on to help them successfully navigate the tricky world of real estate a marketplace made even more complex today thanks to the Great Recession. Sure, there's a maze of new regulations. Sure, it's harder than ever to find a great deal or get the best loan. But you can do it. All it takes is a little expert advice from Ilyce. Clear and concise, Buy, Close, Move In! cuts through confusing red tape to provide the essential inside information you need to make the best decisions, and answers commonly asked questions about every step of the process, including: Credit from raising your score to identitifying theft protection Real estate investments trends and opportunities Foreclosures, short sales, and auctions Appraisals, closing costs, and other fees Mortgages fixed rate versus adjustable rate and other financing options With Ilyce Glink's Buy, Close, Move In! you're one step closer to home.
The popular TODAY financial editor Jean Chatzky helps you navigate through the critical challenges and potential catastrophes of personal finance.You've just lost your job. You've got a baby on the way. Your parent has had a stroke. Most people seek financial help not because they're planning for the future but because they need it . . . right now! If you have money problems or are seeking immediate help to solve a dire, unanticipated financial emergency, then you need Money 911. In this invaluable guidebook, financial expert Jean Chatzky provides answers to today's most pressing financial questions and concerns, including: How do I get out of debtHow do I avoid foreclosureHow do I set up a monthly budgetHow can I improve my credit scoreHow do I get my health insurance to pay a claimWhat should I do when I lose a parentWith Money 911, you can prepare for retirement, buy or sell a home, pick up the pieces of your personal finances, and get back on your feet and stay there!
When Generations Collide
If your workplace feels like a battle zone and colleagues sometimes act like adversaries, you ore not alone. Today four generations glare at one another across the conference table, and the potential for conflict and confusion has never been greater. Traditionalist employees with their "heads down, onward and upward" attitude live out a work ethic shaped during the Great Depression. Eighty million Baby Boomers vacillate between their overwhelming need to succeed and their growing desire to slow down and enjoy life. Generation Xers try to prove themselves constantly yet dislike the image of being overly ambitious, disrespectful, and irreverent. Millennials, new to the workforce, mix savvy with social conscience and promise to further change the business landscape. This insightful book provides hands-on methods to close the generation gaps. With effective tools to recruit, retain, motivate, and manage each generation, you can now create teamwork, not war, in today's highperformance workplace . . . where at any age, productivity is what counts.
The Watson Dynasty
For an extraordinary fifty-seven-year period, one of the nation's largest and fastest-growing companies was run by two men who were flesh and blood. The chief executives of the International Business Machines Corporation from 1914 until 1971 were Thomas J. Watson and Thomas J. Watson, father and son. That great corporation bears the imprint of both men -- their ambitions and their strengths -- but it also bears the consequences of a family that was in near-constant conflict.Sometimes wrong but never in doubt, both Watsons had clear -- and farsighted -- visions of what their company could become. They also had volcanic tempers. Their fights with each other combined with their commitment to leadership and excellence made IBM one of the most rewarding, yet gut-clutching firms to work for in the history of American business.We are accustomed to describing professional behavior as if men and women leave their emotions and vulnerabilities at home each day. In the case of the Watsons, filial and sibling strife could not be excluded from the office. In closely studying the desires and frustrations of the Watson family, eminent historian Richard S. Tedlow has produced something more than a family portrait or a company history. He has raised the nearly forbidden issue of the role of emotion in corporate life.This book explores the interplay between the person- alities of these two extraordinary men and the firm they created. Both Watsons had deeply held beliefs about what a corporation is and should be. These ideas helped make "Big Blue" the bluest of blue-chip stocks during the Watsons' tenure. These very beliefs, however, also sowed the seeds for IBM's disasters in the late 1980s and early 1990s, when the company had lost sight of the original meaning behind many of the practices each man put into place.Tracing the family's idiosyncratic ability to cope with each other's weaknesses but not their strengths, The Watson Dynasty is a book for every person who ever went to work but didn't want to check his personality at the door.
You Can't Win a Fight with Your Client
In this follow-up to You Can't Win a Fight with Your Boss, Tom Markert returns to provide clever, timeless advice on how to offer exceptional service. The most important ruleYou can't win a fight with your client! As American companies large and small have shifted their focus from manufacturing to providing services, keeping clients satisfied has become critical to the survival of every business. Yet, very few people have mastered the art of managing clients successfully. In You Can't Win a Fight with Your Client, Tom Markert argues that the secret to great service lies in understanding and applying a few fundamentals. In fifty small doses, he provides practical advice on how to manage your relationships with your clients and ensure they receive the kind of service that will keep them coming back for more.A perfect resource for anyone working with clients at any level, You Can't Win a Fight with Your Client is the no-nonsense, straightforward guide to keeping clients happy in today's hypercompetitive and demanding business environment.
The E-Myth Enterprise
Michael Gerber, the world's top business guru and bestselling author, shows would-be entrepreneurs how to get started, operationalize their winning idea, and design a business that will thrive. Got a great idea to start a businessSo now whatThe E-Myth Enterprise explores the requirements that any new business must meet: the satisfaction of its four primary influencers its employees, customers, suppliers, and investors through four fundamental categories visual, emotional, functional, and financial. Together these form the twin strategies every entrepreneur must use to design a business. The latest book in the Gerber franchise, The E-Myth Enterprise, fits neatly into a training program all entrepreneurs can use to fulfill their dreams. The E-Myth Enterprise is an indispensable follow-up to Awakening the Entrepreneur Within, as it shows would-be entrepreneurs how to put a promising idea to work. Next, readers can turn to The E-Myth Revisited for tried-and-true advice about avoiding the pitfalls that prevent most small business owners from succeeding. Following this, The E-Myth Manager provides essential guidance for the management of any business. Finally, for advice on how to take an existing business to the next level of growth and opportunity, there's E-Myth Mastery. In The E-Myth Enterprise, Gerber completes the E-Myth series, to help transform every entrepreneur's dream into a reality.