More than 65 percent of Southwest Airlines' customers book tickets themselves on southwest.com. The self checkout available in more than 1,000 Home Depot stores contributed to a 7.3 percent increase in the average customer transaction. Customers are creating do-it-yourself teddy bears at Build-A-Bear Workshops and designing do-it-yourself shoes at nikeID.com. Everyday, new ways of involving customers in businesses are emerging, evolving, and gaining wider acceptance. Customer satisfaction is high in these do-it-yourself experiences because customers save time, have more control, and achieve self-made results. In Creating Do-It-Yourself Customers: How Great Customer Experiences Build Great Companies, veteran business consultants Peter C. Honebein and Roy F. Cammarano show anyone who serves customers, from CEOs to frontline associates, how to lead the creation of truly outstanding customer experiences. This book justly emphasizes that for customers to perform, businesses must wrap their goods and services with performance-enhancing experiences. Customers need vision so they know what they are expected to do. They need access to tools that enable them to perform. They need incentives to motivate desired performances. And they need expertise so they can perform tasks competently. The authors call the orchestration of these four strategies a coproduction experience, and it forms the foundation for how businesses create do-it-yourself customers. Through the principles of customer codesign, cocreation, and coproduction, business owners, leaders, and employees can champion the ideals of great experiences for customers and become leaders in the do-it-yourself economy. The results are clear: greater customer satisfaction, trust, loyalty, and lifetime value-the cornerstones of a great company.
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Peter C. Honebein, Ph.D., is a business consultant and experience designer. He specializes in designing systems and experiences that launch innovations and improve the performance of employees and customers. Peter has created products such as the DTP Advisor (Broderbund Software), designed a system that tracked the cleanup of the Exxon Valdez oil spill, and consulted on the design of more than 40 products, including the system that sequenced the human genome. His industry experience spans advertising, banking, biotechnology, civil engineering, computer hardware, gaming, government, retail, software, telecommunications, and transportation. Peter is an adjunct professor at Indiana University and the University of Nevada, Reno. He is author of numerous articles and the book Strategies for Effective Customer Education.
Roy F. Cammarano is a business consultant and formerly division president with Premiere Global Services (NYSE: PGI). Additionally, he has led three Inc. 500 companies and was an executive officer and consultant in the publishing, leisure, retail, and consumer product industries. As a senior executive, Roy specializes in leading high-growth, dynamic environments. He has experience in nearly all operational functions, including creating strategic business and action plans, designing and formalizing systems that support plans, developing and managing human assets, and directing the financial functions of the organization. Roy has been a contributing editor to Success magazine, was a featured speaker at Inc. magazine's business conferences, and is the author of the award-winning book, Entrepreneurial Transitions.
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Descripción South-Western Educational Pub, 2005. Hardcover. Estado de conservación: New. Never used!. Nº de ref. de la librería P110324311540
Descripción South-Western Educational Pub, 2005. Hardcover. Estado de conservación: New. 1. Nº de ref. de la librería DADAX0324311540