On Purpose: Delivering a Branded Customer Experience People Love

Author:   Shaun Smith ,  Andy Milligan ,  Janine Dyer
Publisher:   Kogan Page Ltd
ISBN:  

9780749471910


Pages:   288
Publication Date:   03 November 2015
Format:   Paperback
Availability:   In Print   Availability explained
This item will be ordered in for you from one of our suppliers. Upon receipt, we will promptly dispatch it out to you. For in store availability, please contact us.

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On Purpose: Delivering a Branded Customer Experience People Love


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Full Product Details

Author:   Shaun Smith ,  Andy Milligan ,  Janine Dyer
Publisher:   Kogan Page Ltd
Imprint:   Kogan Page Ltd
Dimensions:   Width: 15.70cm , Height: 1.40cm , Length: 23.40cm
Weight:   0.486kg
ISBN:  

9780749471910


ISBN 10:   0749471913
Pages:   288
Publication Date:   03 November 2015
Audience:   College/higher education ,  Professional and scholarly ,  Tertiary & Higher Education ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print   Availability explained
This item will be ordered in for you from one of our suppliers. Upon receipt, we will promptly dispatch it out to you. For in store availability, please contact us.

Table of Contents

  • Section - ONE: Stand Up;
    • Chapter - 01: Purpose Driven;
    • Chapter - 02: Purposeful Leadership;
  • Section - TWO: Stand Out;
    • Chapter - 03: Infectious Communication;
    • Chapter - 04: Distinctive Customer Experience;
    • Chapter - 05: Continuous Innovation;
  • Section - THREE: Stand Firm;
    • Chapter - 06: Cult-Like Culture;
    • Chapter - 07: Distinctive Employee Experience;
    • Chapter - 08: Experience Measurement;
    • Chapter - 09: Never Stand Still;
    • Chapter - 10: On Purpose Profile;
    • Chapter - 11: How to Implement - Successfully;
    • Chapter - 12: Putting the Principles into Practice

Reviews

Great book highly recommended! --Joe Pine Author of The Experience Economy On Purpose isn't just thought-provoking -- it is also action-provoking. It will surely generate an urgent sense of soul-searching amongst those whose brands are built as money-making machines. But it will also encourage those brands built on more purposeful foundations to revisit their philosophies and ensure that these are being clearly communicated both to employees and customers. The key message of this terrific book is that brands need to be engaging and inspiring to stand out from the crowd. And without a clear sense of purpose -- within the company, its leaders, its staff and its communications -- brands will struggle to be distinctive. --Neil Davey Editor, MyCustomer, Group Editor SIFT MEDIA On Purpose wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having an authentic and credible sense of purpose . It explores why this matters to consumers and employees alike we all need to have an emotional connection with the purpose of a brand. --Ian Golding Customer Think [S]pells out what it means to create a distinctive customer experience - taking customer service from the tactical to the truly strategic. --Lucy Thorpe Speakers Association Great book -- highly recommended! --Joe Pine Author of The Experience Economy Shaun and Andy have created another great book On Purpose, describing simply how great businesses use purpose and focus to fill customer needs and create value. Well done. --Vernon W. Hill II Founder/Chairman Metro Bank To define a purpose that will galvanize the entire organization is a leap of faith and requires strong leadership, but it also requires the clear and compelling process outlined in this book if you are to embark on this incredible journey. --Patrick Dempsey OBE Managing Director MD Whitbread Hotels & Restaurants Every now and then a truly cutting edge book comes along that changes everything we know about the secrets of organizational greatness. On Purpose is a profound yet practical book no leader should miss reading. Laced with powerful examples, pragmatic practices, and written with a poignant style, Smith and Milligan reveal the mysteries of long-term enterprise success. --Chip R. Bell author of The 91/2 Principles of Innovative Service Creating a WOW experience for customers starts with creating a WOW experience for employees and both need to be based on your purpose. This book can show you how. --Tony Hsieh, NY Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc. The goal of On Purpose is to inspire managers and entrepreneurs to create and maintain purpose in every part of their businesses. Milligan and Smith have succeeded in creating a book with valuable insight into how a company's sense of purpose allows it to stand out to customers in a marketplace of almost limitless choices. --Charles Franklin Small Business Trends On Purpose isn't just thought-provoking - it is also action-provoking. It will surely generate an urgent sense of soul-searching amongst those whose brands are built as money-making machines. But it will also encourage those brands built on more purposeful foundations to revisit their philosophies and ensure that these are being clearly communicated both to employees and customers. The key message of this terrific book is that brands need to be engaging and inspiring to stand out from the crowd. And without a clear sense of purpose - within the company, its leaders, its staff and its communications - brands will struggle to be distinctive. --Neil Davey Editor, MyCustomer, Group Editor SIFT MEDIA On Purpose wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having 'an authentic and credible sense of purpose'. It explores why this matters to consumers and employees alike - we all need to have an emotional connection with the purpose of a brand. --Ian Golding Customer Think Shaun Smith and Andy Milligan have added another strong chapter to their purpose. This is a must read for any leader who is looking at differentiating their business by asking the important 'why' and 'why us' question. It will provide excellent guidance in how to create your own journey and most importantly how to stick to it once your purpose has been found. --Frans-Willem de Kloet Managing Director & CEO UPC Czech Republic The goal of On Purpose is to inspire managers and entrepreneurs to create and maintain purpose in every part of their businesses. Milligan and Smith have succeeded in creating a book with valuable insight into how a company s sense of purpose allows it to stand out to customers in a marketplace of almost limitless choices. --Charles Franklin Small Business Trends Shaun and Andy have created another great book On Purpose, describing simply how great businesses use purpose and focus to fill customer needs and create value. Well done. --Vernon W. Hill II Founder/Chairman Metro Bank On Purpose isn t just thought-provoking it is also action-provoking. It will surely generate an urgent sense of soul-searching amongst those whose brands are built as money-making machines. But it will also encourage those brands built on more purposeful foundations to revisit their philosophies and ensure that these are being clearly communicated both to employees and customers. The key message of this terrific book is that brands need to be engaging and inspiring to stand out from the crowd. And without a clear sense of purpose within the company, its leaders, its staff and its communications brands will struggle to be distinctive. --Neil Davey Editor, MyCustomer, Group Editor SIFT MEDIA


[S]pells out what it means to create a distinctive customer experience - taking customer service from the tactical to the truly strategic. --Lucy Thorpe Speakers Association


Every now and then a truly cutting edge book comes along that changes everything we know about the secrets of organizational greatness. On Purpose is a profound yet practical book no leader should miss reading. Laced with powerful examples, pragmatic practices, and written with a poignant style, Smith and Milligan reveal the mysteries of long-term enterprise success. --Chip R. Bell author of The 91/2 Principles of Innovative Service


Shaun and Andy have created another great book On Purpose, describing simply how great businesses use purpose and focus to fill customer needs and create value. Well done. --Vernon W. Hill II Founder/Chairman Metro Bank


Author Information

Shaun Smith is founder and partner of the customer experience consultancy Smith+Co, working with leading brands. A thought leader on customer experience strategy, he has featured many times on CNBC's Ask the Expert. He is the co-author of Bold (Kogan Page), Uncommon Practice and Managing the Customer Experience. Andy Milligan is a leading consultant on brand culture. He has worked for almost 20 years advising major organizations on brand building, customer experience and internal culture. Andy appears regularly in the media. He is the author of Brand it Like Beckham and co-author of Bold (Kogan Page), Uncommon Practice and Don't Mess with the Logo.

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