Pay Attention!. How to Listen, Respond, and Profit from Customer Feedback

The missing manual on how to apply Lean Startup to build products that customers love The Lean Product Playbook is a practical guide to building products that customers love. Whether you work at a startup or a large, established company, we all know that building great products is hard. Most new products fail. This book helps improve your chances of building successful products through clear, step-by-step guidance and advice. The Lean Startup movement has contributed new and valuable ideas about product development and has generated lots of excitement. However, many companies have yet to successfully adopt Lean thinking. Despite their enthusiasm and familiarity with the high-level concepts, many teams run into challenges trying to adopt Lean because they feel like they lack specific guidance on what exactly they should be doing. If you are interested in Lean Startup principles and want to apply them to develop winning products, this book is for you. This book describes the Lean Product Process: a repeatable, easy-to-follow methodology for iterating your way to product-market fit. It walks you through how to: Determine your target customers Identify underserved customer needs Create a winning product strategy Decide on your Minimum Viable Product (MVP) Design your MVP prototype Test your MVP with customers Iterate rapidly to achieve product-market fit This book was written by entrepreneur and Lean product expert Dan Olsen whose experience spans product management, UX design, coding, analytics, and marketing across a variety of products. As a hands-on consultant, he refined and applied the advice in this book as he helped many companies improve their product process and build great products. His clients include Facebook, Box, Hightail, Epocrates, and Medallia. Entrepreneurs, executives, product managers, designers, developers, marketers, analysts and anyone who is passionate about building great products will find The Lean Product Playbook an indispensable, hands-on resource.

How individuals and communities can profit from local investing In the wake of the financial crisis, investors are faced with a stark choice: entrust their hard-earned dollars to the Wall Street casino, or settle for anemic interest rates on savings, bonds, and CDs. Meanwhile, small businesses are being starved for the credit and capital they need to grow. There's got to be a better way. In Locavesting: The Revolution in Local Investing and How to Profit from It, Amy Cortese takes us inside the local investing movement, where solutions to some of the nation's most pressing problems are taking shape. The idea is that, by investing in local businesses, rather than faceless conglomerates, investors can earn profits while building healthy, self-reliant communities. Introduces you to the ideas and pioneers behind the local investing movement Profiles the people and communities who are putting their money to work in their own backyards and taking control of their destinies Explores innovative investment strategies, from community capital and crowdfunding to local stock exchanges With confidence in Wall Street and the government badly shaken, Americans are looking for alternatives. Local investing offers a way to rebuild our nest eggs, communities, and, just perhaps, our country.

Praise for Emerging Real Estate Markets «In this book, you'll discover how to snatch real estate opportunities at low prices, before their value becomes common knowledge. Buy all the copies on the bookshelf before your competitor does!» –Frank McKinney, «The Maverick Daredevil Real Estate Entrepreneur» and author of Frank McKinney's Maverick Approach to Real Estate Success «I've never seen another real estate book even come close to laying out a profit road map the way this one does. If your local economy is too hot or too cold, Lindahl's guide will show you how to invest in the up-and-coming markets with the greatest profit potential.» –Stacy Kellams, President, www.RealEstateCourseReviews.com «Lindahl shows you how to look into the future and see where the next hot real estate markets will be. It's the closest thing I've found to a real estate crystal ball.» –Jeff Adams, President, www.FreeRealEstateMentoring.com «The brilliant thing about this book is Lindahl's approach to investing by 'remote control.' He has a real-world system for living in one place and making money from investments in another.» –William Bronchick, attorney and coauthor of Flipping Properties «In the crowded field of real estate gurus, Lindahl stands head-and-shoulders above the rest. This book is must reading for any serious investor–beginner or veteran.» –Justin Ford, author of Seeds of Wealth and Main Street Millionaire

Everyone from journalists to market pros are turning to behavioral finance to explain, analyze, and predict market direction. In contrast to old-school assumptions of cool-headed rationality, the new behavioral school embraces hot-blooded human irrationality as a core feature of both individuals and financial markets. The 2002 Nobel Prize in Economics was awarded to scholars of this new scientific approach to irrationality. In Mean Markets and Lizard Brains, Terry Burnham, an economist who has a proven ability to translate complex topics into everyday language, reveals the biological causes of irrationality. The human brain contains ancient structures that exert powerful and often unconscious influences on behavior. This «lizard brain» may have helped our ancestors eat and reproduce, but it wreaks havoc with our finances. Going far beyond cataloguing our financial foibles, Dr. Burnham applies this novel approach to all of today's most important financial topics: the stock market, the economy, real estate, bonds, mortgages, inflation, and savings. This broad and scholarly investigation provides an in-depth look at why manias, panics, and crashes happen, and why people are built to want to buy at irrationally high prices and sell at irrationally low prices. Most importantly, by incorporating the new science of irrationality, readers can position themselves to profit from financial markets that often seem downright mean. Mean Markets and Lizard Brains skillfully identifies the craziness that is part of human nature, helps us see it in ourselves, and then shows us how to profit from a world that doesn't always make sense.

A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).

The rules of making money have changed-forever With the collapse of investment banks, trillion-dollar-plus government bailouts, and the Dow plunging like a rock, it's never been more important to understand-and actually profit from-the «new rules.» Fact is, Fiscal Hangover, will give you an investing blueprint that will allow you to profit from the changing global economy. For the first time in 200 years, American consumers are stepping down from their position as the driving force behind the world's economy. In Fiscal Hangover, Keith Fitz-Gerald analyzes the declining power of the American consumer and introduces you to the resulting investment opportunities. Without question, the American consumer and the United States government have provided the rest of the world with liquidity in the form of cheap capital and abundant debt. But in light of recent economic events, the rules of the game have changed and that means you must change with them-if you intend on securing your financial future. Unlike most of today's finance books that simply examine the end of the American Empire, Fiscal Hangover shows you how to prepare for the fall, effectively allocate your investments, and thrive in the new global economy. This book offers specific analysis and concrete actionable steps for individual investors interested in grabbing their fair share of what will be the greatest wealth creation in the history of mankind. Examines our current financial situation and offers practical investment advice to overcome the challenges you'll face Analyzes the declining power of the American consumer and introduces you to the resulting investment opportunities Details new investing benchmarks and discusses why the old ones no longer work Explores big picture economic issues that will affect your individual investment endeavors The coming years may hold the greatest investment opportunities of our times, but in order to take advantage of this you'll need the insights that can only be found in Fiscal Hangover.

Learn how to inspire your audience with best-selling author Paul McGee! 13 things you'll discover when reading this book… 1. The big lesson Steve Jobs learnt when an advertising exec threw something at him… and how it will help how you communicate. 2. Seven ways to manage your nerves (surprisingly, you don’t want to eliminate them). 3. Why our obsession with body language is totally wrong, and what to focus on instead. 4. Why you must think about a beachball before you next speak. Believe me, it’s essential. 5. A question your audience is always thinking, and how to ensure you provide the answer. 6. The most common mistake experienced presenters make that nervous ones never do. 7. Why so many presentations cure insomnia, and how to make sure you’re serving an extra strong double espresso instead. 8. The number one thing most presenters forget to bring when they’re speaking to others. 9. Discover the most underprepared part of your presentation, and how to avoid making the same mistake. 10. What women’s magazines and TV soap operas have to teach us about audience engagement. 11. What I learnt from a guy with one of the most powerful memories on the planet, and how it can transform your communication. 12. Discover Tony Blair’s biggest fear when Prime Minister, and how you can tackle the same issue with confidence. 13. Why you don’t have to be funny to use humour in your presentation, and three easy ways to do it.

A fully updated follow-up to Peter Schiff's bestselling financial survival guide-Crash Proof, which described the economy as a house of cards on the verge of collapse, with over 80 pages of new material The economic and monetary disaster which seasoned prognosticator Peter Schiff predicted is no longer hypothetical-it is here today. And nobody understands what to do in this situation better than the man who saw it coming. For more than a decade, Schiff has not only observed the economy, but also helped his clients restructure their portfolios to reflect his outlook. What he sees today is a nation facing an economic storm brought on by growing federal, personal, and corporate debt; too little savings; and a declining dollar. Crash Proof 2.0 picks up right where the first edition-a bestselling book that predicted the current market mayhem-left off. This timely guide takes into account the dramatic economic shifts that are reshaping the world and provides you with the insights and information to navigate the dangerous terrain. Throughout the book, Schiff explains the factors that will affect your future financial stability and offers a specific three step plan to battle the current economic downturn. Discusses the measures you can take to protect yourself-as well as profit-during these difficult times Offers an insightful examination of the structural weaknesses underlying the economic meltdown Outlines a plan that will allow you to preserve wealth and protect the purchasing power of your savings Filled with in-depth insights and expert advice, Crash Proof 2.0 will help you survive and thrive during the coming years of economic uncertainty.

A fully updated follow-up to Peter Schiff's bestselling financial survival guide-Crash Proof, which described the economy as a house of cards on the verge of collapse, with over 80 pages of new material The economic and monetary disaster which seasoned prognosticator Peter Schiff predicted is no longer hypothetical-it is here today. And nobody understands what to do in this situation better than the man who saw it coming. For more than a decade, Schiff has not only observed the economy, but also helped his clients restructure their portfolios to reflect his outlook. What he sees today is a nation facing an economic storm brought on by growing federal, personal, and corporate debt; too little savings; and a declining dollar. Crash Proof 2.0 picks up right where the first edition-a bestselling book that predicted the current market mayhem-left off. This timely guide takes into account the dramatic economic shifts that are reshaping the world and provides you with the insights and information to navigate the dangerous terrain. Throughout the book, Schiff explains the factors that will affect your future financial stability and offers a specific three step plan to battle the current economic downturn. Discusses the measures you can take to protect yourself-as well as profit-during these difficult times Offers an insightful examination of the structural weaknesses underlying the economic meltdown Outlines a plan that will allow you to preserve wealth and protect the purchasing power of your savings Filled with in-depth insights and expert advice, Crash Proof 2.0 will help you survive and thrive during the coming years of economic uncertainty.

Social Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave? Social Customer Service has become Marketing’s R&D lab and a listening hub for the rest of the organisation. It is now where corporate reputations are most likely to be won and lost. ‘Delivering Effective Social Customer Service’ is a complete reference for achieving excellence in this new discipline. It caters to both novice and expert. It is perfect source material for service leaders and digital marketers to read together. Every CXO will recognise in the book a blueprint from which to build their next generation organisation. Even ambitious team leaders should snag a copy for instant subject matter expertise kudos! The centre of the book offers an in depth self-assessment of the competencies that matter. The book is jammed full of strategic insight, action lists, best practice tips and interviews. All the resources anyone needs to build a solid strategy and roadmap. Early adopter workshops based on the book have already taken place and will continue to be offered as another way of engaging with the book’s key lessons. An online resource of the reference material is also provided. Options for an online community are under consideration. This book is the first of its kind. A distillation of what has so far been collectively discovered. Then filtered and expanded through the collective experience of two leading authorities on customer service: Carolyn Blunt and Martin Hill-Wilson.