A Practical Guide to Post-Occupancy Evaluation offers high-level pragmatic guidance and case study examples on how to conduct a Post-Occupancy Evaluation (POE) to determine whether a workplace project is successful and uncover the lessons learned for future projects. For designers, POEs provide essential predesign feedback, informing the design brief to determine occupant requirements and help focus expenditure. For those in charge of a building or buildings, POE offers proactive building management and can also be used as part of the change management programme in larger projects, informing the occupants of progress. The practical guidance offered in this book will help the workplace industry understand if a design meets the requirements of an occupier and measure the success of and value offered by a workplace project. This book will be of interest to professionals in the workplace industry responsible for delivering and evaluating capital projects as well as those studying interior design, architecture, surveying, facilities management and building services engineering.

FINALIST: Business Book Awards 2019 - Sales and Marketing Category Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business. A unique blend of strategy and best practice, 100 Practical Ways to Improve Customer Experience has a particular focus on multi-channel industries such as retail, FMCG, travel, financial services, leisure, food and beverage, and automotive. These industries are all facing major disruption from trendsetting brands such as Uber, AirBnB and Amazon, and as such, now face more pressure than ever to adopt new practices and remain relevant in a continually competitive marketplace. Featuring case studies packed full of practical examples, this book is a unique and valuable resource for both senior industry professionals looking to transform their business and MBA students. Online resources include a best practice checklist to optimize mobile apps.