Nick Webb

This book will teach you how to eliminate what customers hate and lead your market and customer satisfaction.

Whether you're selling to consumers or business-to-business (B2B), perfection in the marketplace does not exist. When making buying decisions, customers are faced with an array of imperfect choices. The best organizations in the world are not only delivering great customer experience, but they're also taking steps to proactively avoid the things that customers hate. These companies have learned that if you can eliminate what customers hate, you will instantly become the best option in your market.

No company, brand, or service enjoys 100 percent love. There will always be some degree of hate in the mix. Hate is a source of friction, and if there is too much friction, the process of moving products and services-- regardless of their high quality--into the hands of customers will grind to a halt.

What Customers Hate will show you how to avoid the common pitfalls that have damaged some of the best organizations, and best teams in the world, and how to change the philosophical view of customer experience so you can learn that customer experience is actually an innovation activity. This customer experience playbook will give you actionable takeaways that include:

• How to turn an upset customer into a customer for life, in five easy steps.
• Why "haters" will determine your organization's growth and profitability.
• How to thrive in the "experience economy."
• The importance of the five-touch journey mapping.
• The impact of hate-love personification.
• How to turn your customers into "Evangelists."
• The power of: Attraction, Promotion, Retention, and Avoiding Deflection.
• The secrets of the best organizations in the world.

This book is the product of many years of front-line work with some of the top brands in the world and their customers. Set aside the theories and concepts, this is the playbook you need. You'll find that this approach will make it fast and easy to drive scalable growth, profitability, and most importantly, customer happiness.

A top healthcare futurist and consultant shows healthcare professionals and stakeholders how to redirect resources and leverage innovation to improve wellness and lower costs.

Despite being the wealthiest nation on earth, the United States spends much of its healthcare money and resources pursuing the wrong goal: curing people after they get sick. In this provocative book, Nicholas J. Webb charts a bold new path that puts the focus not on reactionary treatment but on anticipation and prevention. Webb argues that we have a unique opportunity to leverage disruptive innovation to fulfill these goals. Emerging digital technologies now make it possible to collect, analyze, and act upon the enormous quantities of health-related data that every individual generates every day. This data often foreshadows disease and can alert the healthcare provider to the existence of a life-threatening condition before there are any outward symptoms, thereby enabling caregivers to pivot from treatment after the fact to anticipation, prevention, and, when necessary, reduced treatment to correct a smaller problem.

This is The Healthcare Mandate--a powerful and illuminating guide to the new tools that healthcare professionals can start using right now to:

• See their clients not only as patients to be cured but as constituents to keep healthy.
• Identify and respond to emerging health problems as early as possible.
• Access and share constituent data with other healthcare providers.
• Navigate the increasingly complex world of patient data rights.
• Meet the challenge of non-medical online healthcare providers.
• Address constituent lifestyle choices that lead to obesity, diabetes, and heart disease.
• Respond to the increasing consumerization of healthcare.

 

 

Drawing upon his decades of experience as an industry expert with dozens of medical patents, Webb offers a positive and achievable vision for the future of healthcare.

 

 

In this constantly shifting world, companies must innovate if they want to survive. In clear language, The Innovation Mandate shows leaders a step-by-step process to continually generate great ideas, implement them, and maximize their value to benefit both customers and investors.

In today's ultra competitive marketplace, the difference between success and failure is innovation. From small entrepreneurial startups to global Fortune 500 companies, innovation--the steady flow of new ideas--drives sustained success. It allows a company to:

• Introduce new products and services
• Effectively connect with customers
• Sharpen the supply chain
• Efficiently manage finances
• Hire and retain the best people

Without a steady stream of new ideas, even the best company will slow down, atrophy, lose market share, hemorrhage customers, and eventually close or be sold.

The Innovation Mandate offers a clear and straightforward pathway to profitable innovation. It demystifies the concept, making it easy to understand, implement, and measure. The book centers around three simple concepts:

• Innovation generates profits;
• Innovation, in the form of new, profitable ideas, can come from anywhere
• Identifying, harnessing, evaluating, and implementing these new ideas cannot be left to chance

Additionally, the book offers a five-point checklist to ensure your company is innovation ready.

In this constantly shifting world, companies must innovate if they want to survive. In clear language, The Innovation Mandate shows leaders a step-by-step process to continually generate great ideas, implement them, and maximize their value to benefit both customers and investors.

In today's ultra competitive marketplace, the difference between success and failure is innovation. From small entrepreneurial startups to global Fortune 500 companies, innovation--the steady flow of new ideas--drives sustained success. It allows a company to:

• Introduce new products and services
• Effectively connect with customers
• Sharpen the supply chain
• Efficiently manage finances
• Hire and retain the best people

Without a steady stream of new ideas, even the best company will slow down, atrophy, lose market share, hemorrhage customers, and eventually close or be sold.

The Innovation Mandate offers a clear and straightforward pathway to profitable innovation. It demystifies the concept, making it easy to understand, implement, and measure. The book centers around three simple concepts:

• Innovation generates profits;
• Innovation, in the form of new, profitable ideas, can come from anywhere
• Identifying, harnessing, evaluating, and implementing these new ideas cannot be left to chance

Additionally, the book offers a five-point checklist to ensure your company is innovation ready.

A complete and practical road map to achieving unprecedented business success through digital innovation excellence

In this breakthrough book, world-renowned innovation strategist Nicholas J. Webb uncovers the secrets of the world's best innovators. And what he found is that there is a new phenomenon that he calls "Digital Innovation" which is sweeping the world. In this powerful book, Webb clearly defines innovation as "the process of delivering exceptional value through active listening."

His case studies show how great organizations like Kodak, IndyCar, U.S. Army, and Southwest Airlines have used Digital Innovation to drive colossal success. Webb also discusses how Dell Computers has set up their own Digital Command Center to monitor over 70,000 keywords in over 11 languages to listen, to learn, and to ultimately invent world-class technologies. He predicts that Digital Innovation will replace the term Open Innovation and that ultimately every successful organization in the world will hire a Chief Listening Officer (CLO).

• Demystifies the hyper-complex world of Digital Innovation
• Presents comprehensive case examples of how organizations both large and small have deployed Digital Innovation methodologies to grow both sales and profit
• Shows how organizations are using digital media, Web 2.0, and social media to connect to their customer communities and internal stakeholders alike

With free online training that will help you put theory into practice, The Digital Innovation Playbook prepares you to implement a Digital Innovation culture into your corporate life.

Think you know your customers? You better be more assured than just thinking you do, because your success depends on it! The best companies in the world first research exhaustively what their customers desire, and then they deliver it in memorable and deeply human experiences--resulting in success previously believed to be unachievable. So once again, how well do you know your customers?In a hyperconnected economy that is radically changing consumer expectations, this vital expectation for any successful business is not always easy. But in What Customers Crave, author and business strategist Nicholas Webb simplifies this critical task into being able to confidently answer two questions: What do your customers love? What do they hate?Jam-packed with tools and examples, this must-have resource helps businesses reinvent how they engage with customers (both physical and virtual). Learn how to: - Gain invaluable insights into who your customers are and what they care about- Use listening posts and Contact Point Innovation to refine customer types- Engineer experiences for each micromarket that are not only exceptional, but insanely relevant- Connect across the five most important touchpoints- Co-create with your customers- And more!It's time to reinvent the ways you engage with your customers. Because when you learn to provide for them exactly what they want, they not only bring along their wallets but those belong to their friends as well!