Shaun Smith, Andy Milligan

On Purpose

Delivering a Branded Customer Experience People Love

• Broschiertes Buch

Produktbeschreibung

Brands growing rapidly have a clear sense of purpose and the value they bring to their customers and employees. On Purpose is a practical guide to executing business purpose successfully by delivering a branded customer experience people love. It presents a framework for success based on being clear about your brand purpose and promise so you can achieve exceptional results through exceptional experiences. It provides the tools for brands to stand out by defining, designing and delivering distinctive, valuable customer experiences across multiple channels.

Because purpose is what you do, not what you claim, On Purpose helps you act on your business purpose by showing you how to make your brand stand out. Each chapter illustrates how to succeed in a specific channel by presenting interviews with purpose-driven leaders such as Vernon Hill (Metro Bank), John Forrest (Premier Inn) and Gav Thompson (giffgaff) and case studies of companies including:

- Altro
- Barclays Bank
- Best Western
- citizenM
- IKEA
- LEGO
- Liberty Global Business Services
- London 2012 Olympics
- Lush
- Nissan
- O2
- Timpson
- Zappos

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Produktdetails

• Verlag: Kogan Page
• Artikelnr. des Verlages: 5160
• Seitenzahl: 288
• Erscheinungstermin: 24. November 2015
• Englisch
• Abmessung: 233mm x 156mm x 22mm
• Gewicht: 500g
• ISBN-13: 9780749471910
• ISBN-10: 0749471913
• Artikelnr.: 42558379

Autorenporträt

Shaun Smith is founder and partner in the consulting firm Smith+Co which works with brands around the world. A thought leader on the subject of customer experience strategy, he has appeared often on CNBC's "Ask the Expert" program. Andy Milligan is a consultant on brand and business culture. For almost 20 years he has advised major organizations on brand building, customer experience and internal culture. Together, they are also the authors of Bold (Kogan Page).

Inhaltsangabe

• Section - ONE: Stand Up;
• • Chapter - 01: Purpose Driven;
  • Chapter - 02: Purposeful Leadership;
• Section - TWO: Stand Out;
• • Chapter - 03: Infectious Communication;
  • Chapter - 04: Distinctive Customer Experience;
  • Chapter - 05: Continuous Innovation;
• Section - THREE: Stand Firm;
• • Chapter - 06: Cult-Like Culture;
  • Chapter - 07: Distinctive Employee Experience;
  • Chapter - 08: Experience Measurement;
  • Chapter - 09: Never Stand Still;
  • Chapter - 10: On Purpose Profile;
  • Chapter - 11: How to Implement - Successfully;
  • Chapter - 12: Putting the Principles into Practice

Rezensionen

"To define a purpose that will galvanise the entire organisation is a leap of faith and requires strong leadership, but it also requires the clear and compelling process outlined in this book if you are to embark on this incredible journey." Patrick Dempsey OBE, former Managing Director of Whitbread Hotels & Restaurants