X

The Experience When Business Meets Design

Author: Brian Solis

Publisher: John Wiley & Sons

ISBN: 1118526805

Category: Business & Economics

Page: 256

View: 2087

Welcome to a new era of business in which your brand is defined by those who experience it. Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you re not around? In an always-on world where everyone is connected to information and also one another, customer experience is your brand. And, without defining experiences, brands become victim to whatever people feel and share. In his new book X: The Experience When Business Meets Design bestselling author Brian Solis shares why great products are no longer good enough to win with customers and why creative marketing and delightful customer service too are not enough to succeed. In X, he shares why the future of business is experiential and how to create and cultivate meaningful experiences. This isn’t your ordinary business book. The idea of a book was re-imagined for a digital meets analog world to be a relevant and sensational experience. Its aesthetic was meant to evoke emotion while also giving new perspective and insights to help you win the hearts and minds of your customers. And, the design of this book, along with what fills its pages, was done using the principles shared within. Brian shares more than the importance of experience. You’ll learn how to design a desired, meaningful and uniform experience in every moment of truth in a fun way including: How our own experience gets in the way of designing for people not like us Why empathy and new perspective unlock creativity and innovation The importance of User Experience (UX) in real life and in executive thinking The humanity of Human-Centered Design in all you do The art of Hollywood storytelling from marketing to product design to packaging Apple’s holistic approach to experience architecture The value of different journey and experience mapping approaches The future of business lies in experience architecture and you are the architect. Business, meet design. X

X

The Experience When Business Meets Design

Author: Brian Solis

Publisher: John Wiley & Sons

ISBN: 1118526392

Category: Business & Economics

Page: 256

View: 4897

Welcome to a new era of business in which your brand is defined by those who experience it. Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you re not around? In an always-on world where everyone is connected to information and also one another, customer experience is your brand. And, without defining experiences, brands become victim to whatever people feel and share. In his new book X: The Experience When Business Meets Design bestselling author Brian Solis shares why great products are no longer good enough to win with customers and why creative marketing and delightful customer service too are not enough to succeed. In X, he shares why the future of business is experiential and how to create and cultivate meaningful experiences. This isn’t your ordinary business book. The idea of a book was re-imagined for a digital meets analog world to be a relevant and sensational experience. Its aesthetic was meant to evoke emotion while also giving new perspective and insights to help you win the hearts and minds of your customers. And, the design of this book, along with what fills its pages, was done using the principles shared within. Brian shares more than the importance of experience. You’ll learn how to design a desired, meaningful and uniform experience in every moment of truth in a fun way including: How our own experience gets in the way of designing for people not like us Why empathy and new perspective unlock creativity and innovation The importance of User Experience (UX) in real life and in executive thinking The humanity of Human-Centered Design in all you do The art of Hollywood storytelling from marketing to product design to packaging Apple’s holistic approach to experience architecture The value of different journey and experience mapping approaches The future of business lies in experience architecture and you are the architect. Business, meet design. X

X

The Experience When Business Meets Design

Author: Brian Solis

Publisher: John Wiley & Sons

ISBN: 1118456548

Category: Business & Economics

Page: 256

View: 9245

Welcome to a new era of business in which your brand is defined by those who experience it. Customer experience is the new marketing and it's also one of the hottest trends in business right now. Also known as CX, executives, strategists, and agencies alike are learning that the digital customer is notably different than the traditional customers before them. Expectations, the technology they use, how and where they make decisions and what it is they value is forcing strategists to rethink and redesign the customer journey for a multiscreen world. While rife with challenges, CX represents a life-saving opportunity for businesses to earn relevance among a new generation of connected customers. But…what is an experience? Believe it or not, it's more than creative marketing or exceptional customer support. An experience is a physical and emotional connection between brand and customer throughout the relationship lifecycle. An experience is the brand and it is aspirational. An experience is a great product, its packaging and its performance over time. An experience is delightful sales and service. An experience is everything and an experience is intentional by design The reality is that people are going to have an experience. The question is have we actually defined what it is and what it should look like, feel like, and how it enchants our senses and sensibilities? Or do you just leave it to chance? The problem is that experiences today are disjointed simply because everyone has a different answer to what an experience is or should be. And worse, people who lead customer engagement across different touchpoints don't collaborate or communicate today. Without design, experiences are indeed left to coincidence and there's no need, benefit or glory in happenstance. To compete for the future, to earn a competitive advantage and to build relevance into more meaningful and fruitful relationships, takes experience architecture. In his new book X, Brian Solis shares more than the importance of experience; he teaches readers how to design a desired, meaningful and uniform customer experience in every moment of truth. Solis introduces the rise of experience architecture and helps readers shift from a reactive to proactive approach to CX that borrows in a fun and informative way from the art and science of: User Experience (UX) Human-Centered Design Hollywood Storytelling Game Theory Transportation Engineering Storyboarding Apple's approach to experience architecture… In X, Solis introduces a framework that will help anyone answer the question "What is an experience?" Business, meet design.

Engage

The Complete Guide for Brands and Businesses to Build, Cultivate, and Measure Success in the New Web

Author: Brian Solis

Publisher: John Wiley & Sons

ISBN: 0470619694

Category: Business & Economics

Page: 336

View: 9868

What's the Future of Business?

Changing the Way Businesses Create Experiences

Author: Brian Solis

Publisher: John Wiley & Sons

ISBN: 1118457196

Category: Business & Economics

Page: 224

View: 2521

"In today’s rapidly changing digital environment, Darwinism is alive and well. What’s the Future of Business doesn't just explore trends and theories; it introduces a dynamic, actionable path to transformation." —Evan Greene, CMO, The Recording Academy, Producers of the GRAMMY Awards Rethink your business model to incorporate the power of "user" experiences What’s the Future of Business? will galvanize a new movement that aligns the tenets of user experience with the vision of innovative leadership to improve business performance, engagement, and relationships for a new generation of consumerism. It provides an overview of real-world experiences versus "user" experiences in relation to products, services, mobile, social media, and commerce, among others. This book explains why experience is everything and how the future of business will come down to shared experiences. Aligns the tenets of user experience with the concepts of innovative leadership to improve business performance and engagement and to motivate readers to rethink business models and customer and employee relationships Motivates readers to rethink business models, products and services, marketing, and customer and employee relationships with desired experiences in mind Brian Solis is globally recognized as one of the most prominent thought leaders and published authors in new media, and is the author of Engage! and The End of Business as Usual! Discover how user experience design affects your business, and how you can harness its power for meaningful revenue growth

The End of Business As Usual

Rewire the Way You Work to Succeed in the Consumer Revolution

Author: Brian Solis

Publisher: John Wiley & Sons

ISBN: 1118077555

Category: Business & Economics

Page: 304

View: 3147

Analyzes the ways in which digital communication trends are revolutionizing all aspects of life from business and government to education and social networking, exploring the various layers of today's complicated and technologically driven global culture to consider how it affects everyday consumers.

Experience Design

A Framework for Integrating Brand, Experience, and Value

Author: Patrick Newbery,Kevin Farnham

Publisher: John Wiley & Sons

ISBN: 1118728394

Category: Business & Economics

Page: 240

View: 9821

Bridge the gap between business and design to improve the customer experience Businesses thrive when they can engage customers. And, while many companies understand that design is a powerful tool for engagement, they do not have the vocabulary, tools, and processes that are required to enable design to make a difference. Experience Design bridges the gap between business and design, explaining how the quality of customer experience is the key to unlocking greater engagement and higher customer lifetime value. The book teaches businesses how to think about design as a process, and how this process can be used to create a better quality of experience across the entire customer journey. Experience Design also serves as a reference tool for both designers and business leaders to help teams collaborate more effectively and to help keep focus on the quality of the experiences that are put in front of customers. Explains how to use experience-centric design for better customer engagement Offers a framework for thinking and talking about "experience design," from a company and customer perspective Authors Patrick Newbery and Kevin Farnham are the Chief Strategy Officer and CEO of Method respectively, an experience design company that solves business challenges through design to create integrated brand, product, and service experiences Improve the quality of the experiences customers have with your company and watch engagement soar.

Exploring Experience Design

Author: Ezra Schwartz

Publisher: Packt Publishing Ltd

ISBN: 1787120112

Category: Computers

Page: 400

View: 7581

Learn how to unify Customer Experience, User Experience and more to shape lasting customer engagement in a world of rapid change. About This Book An introductory guide to Experience Design that will help you break into XD as a career by gaining A strong foundational knowledge Get acquainted with the various phases of a typical Experience Design workflow Work through the key process and techniques in XD, supported by most of the common use cases Who This Book Is For This book is for designers who wish to enter the field of UX Design, especially Programmers, Content Strategists, and Organizations keen to understand the core concepts of UX Design. What You Will Learn Understand why Experience Design (XD) is at the forefront of business priorities, as organizations race to innovate products and services in order to compete for customers in a global economy driven by technology and change Get motivated by the numerous professional opportunities that XD opens up for practitioners in wide-ranging domains, and by the stories of real XD practitioners Understand what experience is, how experiences are designed, and why they are effective Gain knowledge of user-centered design principles, methodologies, and best practices that will improve your product (digital or physical) Get to know your X's and D's—understand the differences between XD and UX, CX, IxD, IA, SD, VD, PD, and other design practices In Detail We live in an experience economy in which interaction with products is valued more than owning them. Products are expected to engage and delight in order to form the emotional bonds that forge long-term customer loyalty: Products need to anticipate our needs and perform tasks for us: refrigerators order food, homes monitor energy, and cars drive autonomously; they track our vitals, sleep, location, finances, interactions, and content use; recognize our biometric signatures, chat with us, understand and motivate us. Beautiful and easy to use, products have to be fully customizable to match our personal preferences. Accomplishing these feats is easier said than done, but a solution has emerged in the form of Experience design (XD), the unifying approach to fusing business, technology and design around a user-centered philosophy. This book explores key dimensions of XD: Close collaboration among interdisciplinary teams, rapid iteration and ongoing user validation. We cover the processes, methodologies, tools, techniques and best-practices practitioners use throughout the entire product development life-cycle, as ideas are transformed to into positive experiences which lead to perpetual customer engagement and brand loyalty.

Chief Customer Officer 2.0

How to Build Your Customer-Driven Growth Engine

Author: Jeanne Bliss

Publisher: John Wiley & Sons

ISBN: 1119047609

Category: Business & Economics

Page: 288

View: 9737

5 Leadership Competencies To Build Your Customer-Driven Growth Engine Chief Customer Officer 2.0 is a hands-on resource packed with tools for Chief Customer Officers and leadership to work together to earn customer-driven growth. A sequel to the 2006 classic Chief Customer Officer, this new update, with over 90 percent new material, is based on Jeanne Bliss's twenty-five years of extensive experience as a Chief Customer Officer, and her work coaching Chief Customer Officers and executive teams for the past ten years. Chief Customer Officer 2.0 is based on a five-competency framework that successfully launched multitudes of Fortune 100 and Fortune 500 companies through their customer experience transformations. The framework addresses the issues that remain prominent, including siloed organizations and the need for clear goals and metrics, as well as new factors, like social media, that have altered the customer relations dynamic forever. You'll learn the five key competencies embraced by world-class leaders and the role of the Chief Customer Officer in uniting the organization to build and embrace these new competencies. This book provides practical guidance on how to make those competencies part of the way your company develops products, goes to market, enables and rewards people, and conducts annual planning. The discussion includes an exploration of what goes wrong in companies that stumble, so you can sidestep their mistakes and avoid their fate. By embracing employees and customers, and delivering an experience they want to have again, you'll pave the way for lasting success and drive better business decisions. Over the past decade, consumers have gained unprecedented power to speak out directly, forever changing the way companies relate to their customers. The customer experience has become a major driving force behind business growth, and this book provides a framework for making it a part of every aspect of doing business. Treat your customers like the assets they are Craft a more comprehensive customer care strategy Avoid the common pitfalls that cause major damage Unify the company around the customer experience With concrete, practical advice updated for the changing consumer landscape, Chief Customer Officer 2.0 is an essential resource for every leader accountable for the customer experience.

Design for Experience

Where Technology Meets Design and Strategy

Author: Jinwoo Kim

Publisher: Springer

ISBN: 3319143042

Category: Computers

Page: 211

View: 357

Presents a strategic perspective and design methodology that guide the process of developing digital products and services that provide ‘real experience’ to users. Only when the material experienced runs its course to fulfilment is it then regarded as ‘real experience’ that is distinctively senseful, evaluated as valuable, and harmoniously related to others. Based on the theoretical background of human experience, the book focuses on these three questions: How can we understand the current dominant designs of digital products and services? What are the user experience factors that are critical to provide the real experience? What are the important HCI design elements that can effectively support the various UX factors that are critical to real experience? Design for Experience is intended for people who are interested in the experiences behind the way we use our products and services, for example designers and students interested in interaction, visual graphics and information design or practitioners and entrepreneurs in pursuit of new products or service-based start-ups.

Customer Experience 3.0

High-Profit Strategies in the Age of Techno Service

Author: John Goodman

Publisher: AMACOM

ISBN: 0814433898

Category: Business & Economics

Page: 256

View: 1217

With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that...customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away. Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction. Great companies provide seamless experiences, seeming to know what customers want before they know it themselves...while others set up fancy Facebook pages and then drop the ball. This groundbreaking guide reveals how to delight customers using the best tools available.

Experience Design

Concepts and Case Studies

Author: Peter Benz

Publisher: Bloomsbury Publishing

ISBN: 1472571096

Category: Design

Page: 208

View: 8403

How can we design better experiences? Experience Design brings together leading international scholars to provide a cross-section of critical thinking and professional practice within this emerging field. Contributors writing from theoretical, empirical and applied design perspectives address the meaning of 'experience'; draw on case studies to explore ways in which specific 'experiences' can be designed; examine which methodologies and practices are employed in this process; and consider how experience design interrelates with other academic and professional disciplines. Chapters are grouped into thematic sections addressing positions, objectives and environments, and interactions and performances, with individual case studies addressing a wide range of experiences, including urban spaces, the hospital patient, museum visitors, mobile phone users, and music festival and restaurant goers.

Events Design and Experience

Author: Graham Berridge

Publisher: Routledge

ISBN: 0750664533

Category: Business & Economics

Page: 296

View: 1936

It also covers an analysis of previous literature, and draws upon real life events such as Wembley plc, Leapfrog Corporate events and the British Cycling federation * What is an event experience? An explanation of the nature and stages of experience, and the emergence of the experience industry itself. Cases such as the Proms, London Fashion week ands the Nike Fun run are used to illustrate. * Designing Experiences. Considers how design itself can impact upon the experience, in some cases fundamentally changing the nature of experience. It asks the question of how experiences are designed and what do they signify to the customer once complete. * Analysing Event Experiences. Considers how experiences can be analysed and evaluated looking at the artificiality of the event and how this reflects in the experience of consumers.-

Chief Marketing Officers at Work

Author: Josh Steimle

Publisher: Apress

ISBN: 1484219317

Category: Business & Economics

Page: 330

View: 6125

Read 29 in-depth, candid interviews with people holding the top marketing roles within their organizations. Interviewees include CMOs and other top marketers from established companies and organizations—such as Linda Boff of GE, Jeff Jones of Target, and Kenny Brian of the Harvard Business School—to startups—such as Matt Price of Zendesk, Seth Farbman of Spotify, and Heather Zynczak of Domo. Interviewer Josh Steimle (contributor to business publications such as Forbes, Mashable, and TechCrunch and founder of an international marketing agency) elicits a bounty of biographical anecdotes, professional insights, and career advice from each of the prominent marketers profiled in this book. Chief Marketing Officers at Work: Tells how CMOs and other top marketers from leading corporations, nonprofits, government entities, and startups got to where they are today, what their jobs entail, and the skills they use to thrive in their roles. Shows how top marketing executives continuously adapt to changes in technology, language, and culture that have an impact on their jobs. Locates where the boundaries between role of CMOs and the roles of CEOs, CTOs, and COOs are blurring. Explores how the CMO decisions are now driven by data rather than gut feelings. The current realities in marketing are clearly revealed in this book as interviewees discuss the challenges of their jobs and share their visions and techniques for breaking down silos, working with other departments, and following the data. These no-holds-barred interviews will be of great interest to all those who interact with marketing departments, including other C-level executives, managers, and other professionals at any level within the organization.

Sprint

How to Solve Big Problems and Test New Ideas in Just Five Days

Author: Jake Knapp,John Zeratsky,Braden Kowitz

Publisher: Simon and Schuster

ISBN: 150112174X

Category: Business & Economics

Page: 288

View: 2800

From three design partners at Google Ventures, a unique five-day process--called the sprint--for solving tough problems using design, prototyping, and testing ideas with customers.

Ask More

The Power of Questions to Open Doors, Uncover Solutions, and Spark Change

Author: Frank Sesno

Publisher: AMACOM

ISBN: 0814436722

Category: Business & Economics

Page: 272

View: 6235

An Emmy-award-winning journalist reveals how to ask the QUESTIONS that make a difference. What hidden skill links successful people in all walks of life? What helps them make smart decisions? The answer is surprisingly simple: They know how to ask the right questions at the right time. Questions help us break down barriers, discover secrets, solve puzzles, and imagine new ways of doing things. But few of us know how to question in a methodical way. Emmy-award-winning journalist and media expert Frank Sesno aims to change that with Ask More. From questions that cement relationships, to those that help us plan for the future, each chapter in Ask More explores a different type of inquiry. By the end of the book, you’ll know what to ask and when, what you should listen for, and what you can expect as the outcome. Packed with illuminating interviews, the book explains: How the Gates Foundation used strategic questions to plan its battle against malaria How turnaround expert Steve Miller uses diagnostic questions to get to the heart of a company’s problems How NPR’s Terry Gross uses empathy questions to dig deeper How journalist Anderson Cooper uses confrontational questions to hold people accountable How creative questions animated a couple of techie dreamers to brainstorm Uber Both intriguing and inspiring, Ask More shows how questions convey interest, feed curiosity, and reveal answers that can change the course of both your professional and personal life.

The Science of Growth

How Facebook Beat Friendster--and How Nine Other Startups Left the Rest in the Dust

Author: Sean Ammirati

Publisher: St. Martin's Press

ISBN: 1466885947

Category: Business & Economics

Page: 256

View: 5466

The lean entrepreneurship movement has captivated Silicon Valley and entrepreneurs across the country. It provided an agile framework to develop the right product solution for a given target market, and is now used by almost every fledgling company to do just that. The next challenge is growth - to achieve the financial returns and, more importantly, the impact they dreamed of when starting off on their adventure. Why do some companies realize the VC's goal of a 10x return on investment, while others flounder? What differentiates the companies that become part of the fabric of our lives and remain responsive, no matter how big they get from those that quickly fade? To find out, Ammirati looks at 20 different companies in pairs, who have achieved product-market fit at about the same point in history with the same general target customer-one of which has gone on to achieve real scale, while the other languished. As his research reveals, just a handful of choices-among them, who to partner with, how to finance growth, and how to use data-make all the difference in the world. With such intriguing examples as LinkedIn vs. Spoke, Facebook vs. Friendster, and McDonald's vs. White Castle, Ammirati shows the secret of "the science of growth" and how to cultivate it in any organization.

Sales Enablement

A Master Framework to Engage, Equip, and Empower A World-Class Sales Force

Author: Byron Matthews,Tamara Schenk

Publisher: John Wiley & Sons

ISBN: 1119440297

Category: Business & Economics

Page: 256

View: 3322

Put buyer experience and selling resources front-and-center to boost revenue Sales Enablement is the essential guide to boosting revenue through smarter selling. A thorough, practical introduction to sales enablement best practices, this book provides step-by-step approaches for implementation alongside expert advice. In clarifying the sales enablement space and defining its practices, this invaluable guidance covers training, content, and coaching using a holistic approach that ensures optimal implementation with measureable results. Case studies show how enablement is used effectively in real-world companies, and highlight the essential steps leaders must take to achieve their desired sales results. Smarter buyers require smarter selling, and organizations who have implemented enablement programs attain revenue goals at a rate more than eight percent higher than those that do not. This book provides a 101 guide to sales enablement for any sales professional wanting to enhance sales and boost revenue in an era of consumer choice. Understand sales enablement and what it can do for your company Implement enablement using techniques that ensure sustainable, measureable performance impact Adopt proven best practices through step-by-step advice from experts Examine case studies that illustrate successful implementation and the impact of sales enablement on revenue Consumers are smarter, more connected, and more educated than ever before. Traditional sales strategies are falling by the wayside, becoming increasingly less effective amidst the current economic landscape. Companies who thrive in this sort of climate know how to speak to the customer in their own terms, and sales enablement keeps the customer front-and-center by providing sales people with the resources buyers want. Sales Enablement provides a scalable, sales-boosting framework with proven results.

The Corporatization of the Business School

Minerva Meets the Market

Author: Tony Huzzard,Mats Benner,Dan Kärreman

Publisher: Taylor & Francis

ISBN: 1317277481

Category: Business & Economics

Page: 256

View: 9933

With business schools becoming increasingly market-driven, questionable trends have emerged, such as the conflation of academic and corporate management, and the notion that academics and students are market players, who respond rationally to market signals. Using individual studies from leading scholars in a variety of disciplines and countries, this book identifies the global pressures behind these trends. It focuses on the debates surrounded the commercialization of business schools, and the rise of different methods of measuring their success. In their unique approach, the authors and editors discuss the impact of the confrontation between the timeless values embodied by Minerva, the Roman goddess of Wisdom, and the hard realities of competition and corporatization in modern society. This book will be compelling reading for students and academics in critical management studies, organizational studies, public management and higher education, as well as for stakeholders in academia and educational policy.