A WALL STREET JOURNAL BESTSELLER The business leader’s guide to creating a winning employee experience In Experience, Inc.: Why Companies that Uncover Purpose, Create Connection, and Celebrate Their People Will Triumph,veteran business leader and growth strategist Jill Popelka delivers a hands-on guide to building a flexible, adaptable, and engaged workforce that can enable your organization to evolve with emerging challenges. You’ll find the insights you need to build a company culture that prioritizes your people, resulting in an empowered and future-ready workforce. Filled with stories from the author’s extensive experience as the President of SAP SuccessFactors, the book also offers: Advice from global thought leaders on some of today’s most pressing issues Practical resources for any employee to improve their productivity and impact Tips on creating a culture that works for the organization and its people Experience, Inc. is an essential tool for business leaders of all levels, from the C-suite and senior executives to people managers and human resources practitioners. It is a must-read for organizations looking for ways to build a sustainable, productive, and exciting workplace centered around the most critical driver of business success: employees.

A WALL STREET JOURNAL BESTSELLER The business leader’s guide to creating a winning employee experience In Experience, Inc.: Why Companies that Uncover Purpose, Create Connection, and Celebrate Their People Will Triumph,veteran business leader and growth strategist Jill Popelka delivers a hands-on guide to building a flexible, adaptable, and engaged workforce that can enable your organization to evolve with emerging challenges. You’ll find the insights you need to build a company culture that prioritizes your people, resulting in an empowered and future-ready workforce. Filled with stories from the author’s extensive experience as the President of SAP SuccessFactors, the book also offers: Advice from global thought leaders on some of today’s most pressing issues Practical resources for any employee to improve their productivity and impact Tips on creating a culture that works for the organization and its people Experience, Inc. is an essential tool for business leaders of all levels, from the C-suite and senior executives to people managers and human resources practitioners. It is a must-read for organizations looking for ways to build a sustainable, productive, and exciting workplace centered around the most critical driver of business success: employees.

This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

E>reflects the fundamental belief that design is integral to everything we do. It captures a dialogue that author, Tim Kobe, has been engaged in for over twenty-five years at Eight Inc.; a dialogue that reflects on the nature of how to see design, and in turn, the book showcases how Eight Inc. has used this process, across multiple platforms, in projects for Apple, Virgin Atlantic Airways, Nike, Coca Cola, Knoll, and Citibank.

Over the last 20 years culture has become a key concept in intellectual disciplines across the social sciences and humanities. However, it is a notoriously difficult concept to pin down, having very different meanings in different contexts. This book seeks to chart a route through the maze, revealing the variety of meanings of culture. It demonstrates that culture is not something that emerges from human activity, but rather is part and parcel of it. This book looks at how culture emerges and manifests itself in human life, and how it is experienced in the life of individuals and collectivities. It also explores the ways in which globalizing processes and changes in technology are affecting cultural identity, and whether we are seeing a fundamental change in the ways in which culture is formed and experienced.