The Resource On purpose : delivering a branded customer experience people love, Shaun Smith, Andy Milligan

On purpose : delivering a branded customer experience people love, Shaun Smith, Andy Milligan

Label
On purpose : delivering a branded customer experience people love
Title
On purpose
Title remainder
delivering a branded customer experience people love
Statement of responsibility
Shaun Smith, Andy Milligan
Creator
Contributor
Author
Subject
Language
eng
Cataloging source
NhCcYBP
http://library.link/vocab/creatorName
Smith, Shaun
Index
index present
LC call number
HF5415.5
LC item number
.S595 2015
Literary form
non fiction
Nature of contents
dictionaries
http://library.link/vocab/relatedWorkOrContributorName
  • Milligan, Andy
  • Ebooks Corporation
http://library.link/vocab/subjectName
  • Customer relations
  • Relationship marketing
  • Branding (Marketing)
Label
On purpose : delivering a branded customer experience people love, Shaun Smith, Andy Milligan
Instantiates
Publication
Note
Includes index
Antecedent source
unknown
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Machine generated contents note: Introduction -- Part One Stand up -- 01 Purpose-led by insight -- The wrong kind of purpose -- The right kind of purpose -- Insight helps to keep purpose relevant -- How purpose informs building your business -- Gav Thompson -- the visionary -- 02 Purposeful leadership -- It takes conviction -- It is more about behaving in a purposeful way than 'doing good' -- Stay true to your purpose as you grow -- Purposeful leaders show the way -- Purposeful leadership is about behaving, not saying -- Part Two Stand out -- 03 Infectious communication -- Marketing should be a verb, not a noun -- Tell a story that people care about -- Bigger is not better -- When infectious communication goes wrong -- How do you engage in infectious communication? -- How to use infectious communication -- 04 Distinctive customer experience -- Fix it or feature it -- Create a multi-sensory experience -- Drive innovation from a deep understanding of what target customers value -- Reinventing your industry -- Don't 'flat line' the customer experience -- Best Western -- 'Hotels with personality' -- 05 Continuous innovation -- Constantly innovate in both large and small ways -- Drive innovation from a deep understanding of what target customers value -- Ensure products, services and your people are distinctive and aligned with the brand purpose -- Focus innovation on the things that make you different -- Stand out -- a summary -- Part Three Stand firm -- 06 Cult-like culture -- 07 Distinctive employee experience -- Turn your employees into fans -- Hire for DNA not MBA -- Engage and inspire your people to deliver your customer experience 'on purpose' through branded experience training -- Motivation is a poorly understood concept -- Motivating the greatest team on earth -- 08 Experience measurement -- The service profit chain: reloaded -- The employee experience -- 09 Never stand still -- That Berber moment... -- Get started and keep going -- Never stand still -- Nissan -- Altro -- 10 On Purpose profile -- The On Purpose research findings -- Eight practices common to all purpose-led brands -- 11 How to implement -- successfully -- The seven deadly sins of CX -- The CX Seven Step Guide: ENGAGE -- The CX Seven Step Guide: INSIGHT -- The CX Seven Step Guide: DEFINE -- The CX Seven Step Guide: DESIGN -- The CX Seven Step Guide: ALIGN -- The CX Seven Step Guide: MEASURE -- The CX Seven Step Guide: INNOVATE -- 12 Putting the principles into action -- Liberty Global Business Services -- case study -- Advice for other leaders -- 13 Putting the principles into practice -- Premier Inn -- case study -- Advice for other leaders -- On purpose -- the keynote presentation -- The workshop leaders -- Acknowledgements -- Index
Dimensions
unknown
Extent
1 online resource.
File format
unknown
Form of item
online
Isbn
9780749471927
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Quality assurance targets
not applicable
Reformatting quality
unknown
Reproduction note
Electronic reproduction.
Sound
unknown sound
Specific material designation
remote
Stock number
12643984
System control number
(NhCcYBP)12643984
Label
On purpose : delivering a branded customer experience people love, Shaun Smith, Andy Milligan
Publication
Note
Includes index
Antecedent source
unknown
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Machine generated contents note: Introduction -- Part One Stand up -- 01 Purpose-led by insight -- The wrong kind of purpose -- The right kind of purpose -- Insight helps to keep purpose relevant -- How purpose informs building your business -- Gav Thompson -- the visionary -- 02 Purposeful leadership -- It takes conviction -- It is more about behaving in a purposeful way than 'doing good' -- Stay true to your purpose as you grow -- Purposeful leaders show the way -- Purposeful leadership is about behaving, not saying -- Part Two Stand out -- 03 Infectious communication -- Marketing should be a verb, not a noun -- Tell a story that people care about -- Bigger is not better -- When infectious communication goes wrong -- How do you engage in infectious communication? -- How to use infectious communication -- 04 Distinctive customer experience -- Fix it or feature it -- Create a multi-sensory experience -- Drive innovation from a deep understanding of what target customers value -- Reinventing your industry -- Don't 'flat line' the customer experience -- Best Western -- 'Hotels with personality' -- 05 Continuous innovation -- Constantly innovate in both large and small ways -- Drive innovation from a deep understanding of what target customers value -- Ensure products, services and your people are distinctive and aligned with the brand purpose -- Focus innovation on the things that make you different -- Stand out -- a summary -- Part Three Stand firm -- 06 Cult-like culture -- 07 Distinctive employee experience -- Turn your employees into fans -- Hire for DNA not MBA -- Engage and inspire your people to deliver your customer experience 'on purpose' through branded experience training -- Motivation is a poorly understood concept -- Motivating the greatest team on earth -- 08 Experience measurement -- The service profit chain: reloaded -- The employee experience -- 09 Never stand still -- That Berber moment... -- Get started and keep going -- Never stand still -- Nissan -- Altro -- 10 On Purpose profile -- The On Purpose research findings -- Eight practices common to all purpose-led brands -- 11 How to implement -- successfully -- The seven deadly sins of CX -- The CX Seven Step Guide: ENGAGE -- The CX Seven Step Guide: INSIGHT -- The CX Seven Step Guide: DEFINE -- The CX Seven Step Guide: DESIGN -- The CX Seven Step Guide: ALIGN -- The CX Seven Step Guide: MEASURE -- The CX Seven Step Guide: INNOVATE -- 12 Putting the principles into action -- Liberty Global Business Services -- case study -- Advice for other leaders -- 13 Putting the principles into practice -- Premier Inn -- case study -- Advice for other leaders -- On purpose -- the keynote presentation -- The workshop leaders -- Acknowledgements -- Index
Dimensions
unknown
Extent
1 online resource.
File format
unknown
Form of item
online
Isbn
9780749471927
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Quality assurance targets
not applicable
Reformatting quality
unknown
Reproduction note
Electronic reproduction.
Sound
unknown sound
Specific material designation
remote
Stock number
12643984
System control number
(NhCcYBP)12643984

Library Locations

  • African Studies LibraryBorrow it
    771 Commonwealth Avenue, 6th Floor, Boston, MA, 02215, US
    42.350723 -71.108227
  • Alumni Medical LibraryBorrow it
    72 East Concord Street, Boston, MA, 02118, US
    42.336388 -71.072393
  • Astronomy LibraryBorrow it
    725 Commonwealth Avenue, 6th Floor, Boston, MA, 02445, US
    42.350259 -71.105717
  • Fineman and Pappas Law LibrariesBorrow it
    765 Commonwealth Avenue, Boston, MA, 02215, US
    42.350979 -71.107023
  • Frederick S. Pardee Management LibraryBorrow it
    595 Commonwealth Avenue, Boston, MA, 02215, US
    42.349626 -71.099547
  • Howard Gotlieb Archival Research CenterBorrow it
    771 Commonwealth Avenue, 5th Floor, Boston, MA, 02215, US
    42.350723 -71.108227
  • Mugar Memorial LibraryBorrow it
    771 Commonwealth Avenue, Boston, MA, 02215, US
    42.350723 -71.108227
  • Music LibraryBorrow it
    771 Commonwealth Avenue, 2nd Floor, Boston, MA, 02215, US
    42.350723 -71.108227
  • Pikering Educational Resources LibraryBorrow it
    2 Silber Way, Boston, MA, 02215, US
    42.349804 -71.101425
  • School of Theology LibraryBorrow it
    745 Commonwealth Avenue, 2nd Floor, Boston, MA, 02215, US
    42.350494 -71.107235
  • Science & Engineering LibraryBorrow it
    38 Cummington Mall, Boston, MA, 02215, US
    42.348472 -71.102257
  • Stone Science LibraryBorrow it
    675 Commonwealth Avenue, Boston, MA, 02445, US
    42.350103 -71.103784
Processing Feedback ...