A Complaint Is a Gift Workbook by Janelle Barlow; Victoria HoltzBased on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward. A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty. Built to be interactive and immersive, the workbook teaches a set of practices, approaches, and tools that anyone can use to navigate fraught customer-facing interactions. It allows readers to practice Janelle Barlow's updated, more efficient three-step formula and enables employees to handle complaints with increased emotional resilience rather than taking them as personal attacks. A Complaint Is a Gift Workbook is packed with the necessary tools to view and treat complaints as a source of innovative ideas that can transform your business.
Call Number: Skillbooks
Publication Date: 2022-11-08
User Tested by Janelle Estes; Andy MacMillanAn insightful discussion and practical guide on how to put customers back into the center of your business model With so many digital experiences touching our lives--and businesses--it's understandable to feel like you're drowning in data. There's a dashboard or chart for just about everything, but data alone can't help you understand and empathize with your customers. No amount of it will take you inside their heads, help you see the world through their eyes, or let you experience what it's really like to be your customer. Only human insight from real people can do that. User Tested gives both individual contributors and executives an approachable, pragmatic playbook for stepping beyond standard business metrics and infusing real human insight into every business decision, design, and experience. In this book, you'll: Learn how businesses became obsessed with data--but disconnected from their customers--and why that's not sustainable Get the basics about how to capture human insight through user testing, including how to find the right people, ask the right questions, and make sense of and act on all the insights you uncover Dive into a detailed playbook that shares real-world examples of how you can collect and scale human insight across the teams in your organization--from marketing to product, and beyond Learn how to evangelize the power of human insight throughout your organization, so every department can create a culture of customer empathy and share a firsthand understanding of customer needs Find out how companies like Microsoft, AAA Club Alliance, HelloFresh, and Notre Dame's IDEA Center solidly connect with and elicit meaningful feedback from customers in friendlier, faster, and more direct ways Perfect for any industry, User Tested: How the World's Top Companies Use Human Insight to Create Great Experiences was co-authored by the chief insights officer and the CEO of UserTesting--a SaaS company fundamentally changing the way both B2B and consumer brands find out what real people think and feel. The book reflects the authors' commitment to helping you position the customer squarely in the center of your business model by weaving their true voices throughout your company's decision making.
Call Number: Skillbooks
Publication Date: 2022-02-15
Amazon Web Services in Action: an in-Depth Guide to AWS by Andreas Wittig; Michael WittigMaster essential best practices for deploying and managing applications on Amazon Web Services. The ideal guide for mid-level developers, DevOps or platform engineers, architects, and system administrators. Amazon Web Services in Action: An in-depth guide to AWS is a comprehensive, practical introduction to deploying and managing applications on the AWS cloud platform. This revised bestseller is packed with techniques for building highly available and scalable architectures and automating deployment with Infrastructure as Code. This book will show you how to: Leverage globally distributed data centres to launch virtual machines with EC2 Store and archive large volumes of data with EBS, S3, and EFS Persist and query data with highly available and scalable database systems with RDS and DynamoDB Enhance performance with caching data in-memory with ElastiCache and MemoryDB Use Infrastructure as Code to automate your cloud infrastructure Secure workloads running in the cloud with VPC and IAM Build fault-tolerant web applications with ALB and SQS Automate common sysadmin tasks with Lambda, CLI, and SDK Build cloud-native applications based on containers with AppRunner, ECS, Fargate About the technology Thousands of developers have chosen Amazon Web Services in Action: An in-depth guide to AWS to help them succeed with the AWS cloud. Readers love this all-practical handbook for its complete introduction to computing, storage, and networking, along with best practices for all core AWS services. Amazon Web Services, the leading cloud computing platform, offers customers APIs for on-demand access to computing services. Rich in examples and best practices of how to use AWS, this Manning bestseller is now released in its third, revised, and improved edition.