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If you want to create products and services that provide real value, you should first identify touchpoints--areas where business and customer needs intersect. This practical book shows you how. Using various mapping techniques from UX design, you'll learn how to turn customer observations into actionable insight for product design.Author Jim Kalbach, Principal UX Designer with Citrix, introduces you to the principles behind alignment diagrams--a class of deliverable also known as experience mapping--using several examples. You'll learn how to visually map your existing customer experience, based on user research, and demonstrate how and where customer perspectives intersect with business goals.Using alignment diagrams, you'll not only be able to orchestrate business-customer touchpoints, but also gain stakeholder support for a product or service that provides value to both your business and your customers. This book is ideal for product managers, marketers, customer experience professionals, and designers.

Information visualization. --- Consumer satisfaction. --- Consumer satisfaction --- Evaluation.

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Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business.

Customer services. --- Consumer satisfaction. --- Customer relations.

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Marketing digital --- Marketing sur Internet --- Consommateurs - Comportement --- Consommateurs - Satisfaction --- Internet marketing --- Consumer behavior --- Consumer satisfaction --- Consommateurs

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Consumer goods --- Consumer satisfaction --- Business enterprises --- Business ethics --- Electronic discussion groups --- Freedom of speech --- Consumer protection --- Censorship --- Evaluation. --- Ratings and rankings --- Censorship. --- Economic aspects

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Franziska Krüger presents two quantitative cross-cultural studies that examine the generalizability of the Zone of Tolerance and the Confirmation/Disconfirmation-Paradigm across countries. She investigates the potential influence of Hofstede's cultural dimensions and the Big Five personality traits on the models' variables. As a result, the studies confirm that both models can be used to explain customer satisfaction and its determinants across national borders and cultures. Contents • The Satisfied Customer in International Business • Customer Satisfaction, Culture, and Personality • The Structure of the Zone of Tolerance across Countries and Individuals • The Confirmation/Disconfirmation-Paradigm in a Cross-Cultural Perspective Target Groups • Researchers and students in the fields of international marketing and management • Practitioners in the fields of market research, marketing, and strategic planning in international enterprises The Author Dr. Franziska Krüger completed her doctoral thesis under the supervision of Prof. Dr. Birgitta Wolff at the Otto-von-Guericke-University Magdeburg, Germany. Currently, she is press spokesperson of the Ministry for Research and Economic Affairs, Saxony-Anhalt.

Business. --- Marketing. --- International business enterprises. --- Business and Management. --- International Business. --- Consumer satisfaction. --- Customer satisfaction --- Satisfaction --- Brand loyalty --- Customer loyalty --- International business enterpris. --- Consumer goods --- Domestic marketing --- Retail marketing --- Retail trade --- Industrial management --- Aftermarkets --- Selling --- Marketing --- Business enterprises, International --- Corporations, International --- Global corporations --- International corporations --- MNEs (International business enterprises) --- Multinational corporations --- Multinational enterprises --- Transnational corporations --- Business enterprises --- Corporations --- Joint ventures