Nicholas 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.

Medieval churches are one of the most remarkable creative and technical achievements in architectural history. The complex vaults spanning their vast interiors have fascinated both visitors and worshippers alike for over 900 years, prompting many to ask: ‘How did they do that?’ Yet very few original texts or drawings survive to explain the processes behind their design or construction.This book presents a ground-breaking new approach for analysing medieval vaulting using advanced digital technologies. Focusing on the intricately patterned rib vaulting of thirteenth and fourteenth century England, the authors re-examine a series of key sites within the history of Romanesque and Gothic Architecture, using extensive digital surveys to examine the geometries of the vaults and provide new insights into the design and construction practices of medieval masons. From the simple surfaces of eleventh-century groin vaults to the gravity-defying pendant vaults of the sixteenth century, they explore a wide range of questions including: How were medieval vaults conceived and constructed? How were ideas transferred between sites? What factors led to innovations? How can digital methods be used to enhance our understanding of medieval architectural design?Featuring over 200 high quality illustrations that bring the material and the methods used to life, Digital Analysis of Vaults in English Medieval Architecture is ideal reading for students, researchers and anyone with an interest in medieval architecture, construction history, architectural history and design, medieval geometry or digital heritage.

Medieval churches are one of the most remarkable creative and technical achievements in architectural history. The complex vaults spanning their vast interiors have fascinated both visitors and worshippers alike for over 900 years, prompting many to ask: ‘How did they do that?’ Yet very few original texts or drawings survive to explain the processes behind their design or construction.This book presents a ground-breaking new approach for analysing medieval vaulting using advanced digital technologies. Focusing on the intricately patterned rib vaulting of thirteenth and fourteenth century England, the authors re-examine a series of key sites within the history of Romanesque and Gothic Architecture, using extensive digital surveys to examine the geometries of the vaults and provide new insights into the design and construction practices of medieval masons. From the simple surfaces of eleventh-century groin vaults to the gravity-defying pendant vaults of the sixteenth century, they explore a wide range of questions including: How were medieval vaults conceived and constructed? How were ideas transferred between sites? What factors led to innovations? How can digital methods be used to enhance our understanding of medieval architectural design?Featuring over 200 high quality illustrations that bring the material and the methods used to life, Digital Analysis of Vaults in English Medieval Architecture is ideal reading for students, researchers and anyone with an interest in medieval architecture, construction history, architectural history and design, medieval geometry or digital heritage.

Illustrated fictional chidren,s picture book with an animated rowing boat on the Thames river.

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 servicesEffectively connect with customersSharpen the supply chainEfficiently manage financesHire and retain the best peopleWithout 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 anywhereIdentifying, harnessing, evaluating, and implementing these new ideas cannot be left to chanceAdditionally, the book offers a five-point checklist to ensure your company is innovation ready.