The No1 Ethical retailer for Books, CD’s, DVD’s & Games
30 Day Refund Guarantee

On Purpose: Delivering a Branded Customer Experience People Love

On Purpose: Delivering a Branded Customer Experience People Love

by Andy Milligan (Author), Andy Milligan (Author), Shaun Smith (Author)

  • New

    Paperback 2015

    $19.67
Synopsis

The emergence of digital channels has created a new, constantly evolving streams of content. Brands face a real challenge, not only in making sure they are present in all relevant channels, but also in staying true to their brand identity. On Purpose is a practical guide on how to execute business purpose successfully over multiple channels to make a brand stand out. It presents a framework for success by being clear about your brand purpose and promise. It provides the tools for brands to stand out by defining, designing and delivering distinctive customer experiences across multiple channels. Each chapter of On Purpose illustrates how to succeed in a specific channel by presenting case studies from companies including: - Giffgaff - CitizenM - Metro Bank - Best Western - Lego - Zappos - London 2012 Olympics - Timpson - IKEA - Nissan - Altro - Liberty Global Business Services - Premier Inn

$19.67

Save:$12.47 (39%)

Quantity

Temporarily out of stock

More Information

Format: Paperback
 Pages: 288
 Edition: 1
 Publisher: Kogan Page
Published: 03 Nov 2015
ISBN 10: 0749471913
ISBN 13: 9780749471910
Book Overview: Provides advice and techniques for applying customer experience management principles to your company based on case studies and examples from leading brands, including Best Western, GiffGaff, LEGO, IKEA and many more Demonstrates clearly how to achieve brand differentiation and customer loyalty with real world interviews and anecdotes Shows how to ensure authenticity flows through each touchpoint of your brand Complemented by an online toolkit to help you define and communicate your business purpose throughout the organization and externally

Media Reviews
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
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
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
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


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


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
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


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
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.


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 Bio
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.