Customer experience engineering applied to the engineering department is rare, but needed. Most companies keep support, UX, engineering, product, and CX separate. To address this gap, this book highlights roles and techniques that are proven to accelerate issue detection and prevention by 30% or more. With the author's vast experience in tech support, he has developed techniques and skills that allow engineers to gain customer insights faster and...

Gary Vaynerchuk contends that the people and companies harnessing the word-of-mouth power provided by multiplatform media -- those that can shift their outlook and operations to be more customer-aware and fan-friendly -- will pull away from the pack and profit in today's markets.

Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside...

"Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them? Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special...

Discover the true value of developer relations as you learn to build and maintain positive relationships with your developer community. Use the principles laid out in this book to walk through your company goals and discover how you can formulate a plan tailored to your specific needs. Understand why Developer Advocates (and Developer Relations teams) are just like avocados -- the good kind of fat. First you will understand the value of a technical...

"A how-to guide for salespeople to revitalize their sales strategy and become more effective in building relationships"--

"In 2016, $4.6 trillion of merchandise was left in abandoned e-commerce shopping carts. Every year, the U.S. economy loses $3 trillion dollars in productivity due to excess bureaucracy. Red tape and over-complicated licenses have contributed to China's GDP exceeding India's by $82 trillion over the span of just three decades. If you're a business leader, these statistics should give you nightmares. According to science-based marketing and business...

"How do today's most successful tech companies' Amazon, Google, Facebook, Netflix, Tesla design, develop, and deploy the products that have earned the love of literally billions of people around the world? Perhaps surprisingly, they do it very differently than the vast majority of tech companies. In INSPIRED, technology product management thought leader Marty Cagan provides readers with a master class in how to structure and staff a vibrant and successful...

Discover and create a dynamic new model for growing your business by connecting with customers outside your usual field of view Do you think you know your ideal customer? Think again. Many businesses create an ideal consumer profile-aiming all their sales and marketing efforts towards this single type of person-and end up missing out on endless opportunities to sell their services or products. Award-winning business coach, speaker and author Pamela...

Containing a wide variety of simple but powerfully effective strategies, this book includes proven, science-backed secrets for building legions of loyal customers who will become evangelists for your business, buy from you repeatedly, and actually enjoy doing business with you. --