Download or read book Exceeding Customer Expectations written by Kirk Kazanjian and published by Broadway Business. This book was released on 2007-01 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: The best-selling author of Making Dough examines the simple business philosophy espoused by Enterprise Rent-A-Car, which places an emphasis on both the customer and the employee, and how such principles as customer service, employee rewards, a friendly workplace, and other lessons can be applied to promote profitabililty. 30,000 first printing.

Download or read book Talk Triggers written by Jay Baer and published by Penguin. This book was released on 2018-10-02 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Talk Triggers is the definitive, practical guide on how to use bold operational differentiators to create customer conversations, written by best-selling authors and marketing experts Jay Baer and Daniel Lemin. Word of mouth is directly responsible for 19% of all purchases, and influences as much as 90%. Every human on earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1% of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business. The key to activating customer chatter is the realization that same is lame. Nobody says "let me tell you about this perfectly adequate experience I had last night." The strategic, operational differentiator is what gives customers something to tell a story about. Companies (including the 30+ profiled in Talk Triggers) must dare to be different and exceed expectations in one or more palpable ways. That's when word of mouth becomes involuntary: the customers of these businesses simply MUST tell someone else. Talk Triggers contains: Proprietary research into why and how customers talk More than 30 detailed case studies of extraordinary results from Doubletree Hotels by Hilton and their warm cookie upon arrival, The Cheesecake Factory and their giant menu, Five Guys Burgers and their extra fries in the bag, Penn & Teller and their nightly meet and greet sessions, and a host of delightful small businesses The 4-5-6 learning system (the 4 requirements for a differentiator to be a talk trigger; the 5 types of talk triggers; and the 6-step process for creating talk triggers) Surprises in the text that are (of course) word of mouth propellants Consumers are wired to discuss what is different, and ignore what is average. Talk Triggers not only dares the reader to differentiate, it includes the precise formula for doing it. Combining compelling stories, inspirational examples, and practical how-to, Talk Triggers is the first indispensable book about word of mouth. It's a book that will create conversation about the power of conversation.

Download or read book Saunders 2018 2019 Strategies for Test Success E Book written by Linda Anne Silvestri and published by Elsevier Health Sciences. This book was released on 2017-06-22 with total page 267 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get more than just practice questions; get comprehensive test and nursing school preparation that’s proven to help you succeed! Written by the most trusted expert in NCLEX exam prep, Saunders 2018-2019 Strategies for Test Success: Passing Nursing School and the NCLEX Exam, 5th Edition is an invaluable guide that teaches you how to master the things that matter most on the NCLEX exam and your nursing school exams: critical thinking, problem solving, and time management. In this guide you’ll find not only 1,200 practice questions and rationales that reflect the latest NCLEX-RN and NCLEX-PN test plans, but you’ll also get a wealth of proven tips and real-world hints to help you overcome text anxiety, develop effective study habits, and confidently evaluate and identify the correct answer for a variety of test question types, including alternate item formats. It’s a must-have resource for any nursing student who needs not just practice, but well-rounded preparation! A Reducing Test Anxiety chapter offers simple strategies to control test-induced stress and gain the confidence needed to pass exams. A Developing Study Skills chapter provides helpful tips on improving time management for more efficient exam preparation. 1,200 review questions are included in the book and online, providing a 2-in-1 approach to learning strategies and test-taking skills UNIQUE! Student-to-Student Hints highlight real life strategies that have helped other students graduate from nursing school and pass the NCLEX exam. Helpful Tips for the Nursing Student highlight the most important concepts needed for exam success. Online practice questions let you apply the strategies learned from the text in a realistic electronic testing environment. Emphasis on comprehensive test preparation helps you develop, refine, and apply the reasoning skills you need to succeed throughout nursing school and on the NCLEX examination. Priority concepts for each question help you link your concept-based classes and NCLEX prep. Chapters on specific question content — such as prioritization, pharmacology, triage/disaster management, and delegation — offer numerous examples to prepare you for higher-level questions. A fun, 4-color design features cartoons and bold designs to help engage visual learners. NEW! Thoroughly updated content reflects the most current NCLEX-RN and NCLEX-PN test plans. NEW! Experience level coding for questions designates each question as beginning, intermediate, or experienced to help focus your learning throughout all points of your nursing school career. NEW! Increased focus on clinical judgement incorporates strategies for clinical judgement, question data, and question abnormalities into the NCLEX-style questions. NEW! Expanded client-centered options address the increasing import of the patient-centered care QSEN competency on the NCLEX Exam. NEW! Additional coverage of interprofessionalism is incorporated.

Download or read book Service Science written by John Maleyeff and published by Routledge. This book was released on 2020-08-03 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: To remain relevant in today’s world, practitioners should presume that they have two jobs: first, to do their work effectively so that they provide value to the organization; second, to improve how the work is done so that their organization remains competitive. This book offers clear guidance to excel at this ubiquitous second job. Informed by an appreciation that most personnel that work in any firm, even firms that are manufacturing-oriented, routinely provide services as a key element of their jobs, this book explains how to provide and improve internal customer service, regardless of industry or role. It illustrates the common features, or service process "DNA," while providing a diverse set of examples to enhance understanding. Written by a pioneer in the development of principles and methodologies that address services in a structured and distinctive manner, this book stresses that service processes are distinctly different from manufacturing processes. Rigorous and practical, this book will appeal to students and professionals alike, in business, hospitality, industrial management, public health, and other fields. Online resources include Excel files that act as templates to help with quantitative analysis routines.

Download or read book Dear Client written by Bonnie Siegler and published by Artisan. This book was released on 2018-02-20 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: In a world where every business, brand, product, and service needs a strong visual identity, it’s critical for clients and creative professionals to work together. And the key to success, as with any relationship, is communication. In Dear Client, award-winning graphic designer Bonnie Siegler offers an invaluable step-by-step guide to how to talk so creatives will listen, and how to listen when creatives talk. Written as a series of honest, friendly lessons—“Know What You Like,” “Decide Who Will Decide,” “Focus Groups Suck,” “Don’t Say ‘Make It Yellow,’ Say ‘Make It Sunny,’” “Serve Lunch During Lunchtime Meetings”—it shows exactly how to deal with the subjectivity, emotional pitfalls, and occasional chaos of a creative partnership. Here’s how to articulate your visual goals and set a clear, consistent direction. How to give feedback that works and avoid words that inhibit creative thinking. How to be open to something you didn’t imagine. And most of all, how to have fun, save money, and get the results you want.

Download or read book The Art of Consultancy written by Calvert Markham and published by Legend Press Ltd. This book was released on 2019-07-31 with total page 321 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This is the practical approach I wish I had come across much earlier in my career." Cynthia Pexton-Shaw Whether you are just starting out, considering or already working as a consultant this book is essential reading, enabling you to understand the needs of your client and to get the result they want.

Download or read book Cassandra The Definitive Guide written by Jeff Carpenter and published by "O'Reilly Media, Inc.". This book was released on 2020-04-06 with total page 446 pages. Available in PDF, EPUB and Kindle. Book excerpt: Imagine what you could do if scalability wasn't a problem. With this hands-on guide, you’ll learn how the Cassandra database management system handles hundreds of terabytes of data while remaining highly available across multiple data centers. This third edition—updated for Cassandra 4.0—provides the technical details and practical examples you need to put this database to work in a production environment. Authors Jeff Carpenter and Eben Hewitt demonstrate the advantages of Cassandra’s nonrelational design, with special attention to data modeling. If you’re a developer, DBA, or application architect looking to solve a database scaling issue or future-proof your application, this guide helps you harness Cassandra’s speed and flexibility. Understand Cassandra’s distributed and decentralized structure Use the Cassandra Query Language (CQL) and cqlsh—the CQL shell Create a working data model and compare it with an equivalent relational model Develop sample applications using client drivers for languages including Java, Python, and Node.js Explore cluster topology and learn how nodes exchange data

Download or read book What Customers Want Using Outcome Driven Innovation to Create Breakthrough Products and Services written by Anthony Ulwick and published by McGraw Hill Professional. This book was released on 2005-09-06 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: A world-renowned innovation guru explains practices that result in breakthrough innovations "Ulwick's outcome-driven programs bring discipline and predictability to the often random process of innovation." -Clayton Christensen For years, companies have accepted the underlying principles that define the customer-driven paradigm--that is, using customer "requirements" to guide growth and innovation. But twenty years into this movement, breakthrough innovations are still rare, and most companies find that 50 to 90 percent of their innovation initiatives flop. The cost of these failures to U.S. companies alone is estimated to be well over $100 billion annually. In a book that challenges everything you have learned about being customer driven, internationally acclaimed innovation leader Anthony Ulwick reveals the secret weapon behind some of the most successful companies of recent years. Known as "outcome-driven" innovation, this revolutionary approach to new product and service creation transforms innovation from a nebulous art into a rigorous science from which randomness and uncertainty are eliminated. Based on more than 200 studies spanning more than seventy companies and twenty-five industries, Ulwick contends that, when it comes to innovation, the traditional methods companies use to communicate with customers are the root cause of chronic waste and missed opportunity. In What Customers Want, Ulwick demonstrates that all popular qualitative research methods yield well-intentioned but unfitting and dreadfully misleading information that serves to derail the innovation process. Rather than accepting customer inputs such as "needs," "benefits," "specifications," and "solutions," Ulwick argues that researchers should silence the literal "voice of the customer" and focus on the "metrics that customers use to measure success when executing the jobs, tasks or activities they are trying to get done." Using these customer desired outcomes as inputs into the innovation process eliminates much of the chaos and variability that typically derails innovation initiatives. With the same profound insight, simplicity, and uncommon sense that propelled The Innovator's Solution to worldwide acclaim, this paradigm-changing book details an eight-step approach that uses outcome-driven thinking to dramatically improve every aspect of the innovation process--from segmenting markets and identifying opportunities to creating, evaluating, and positioning breakthrough concepts. Using case studies from Microsoft, Johnson & Johnson, AIG, Pfizer, and other leading companies, What Customers Want shows companies how to: Obtain unique customer inputs that make predictable innovation possible Recognize opportunities for disruption, new market creation, and core market growth--well before competitors do Identify which ideas, technologies, and acquisitions have the greatest potential for creating customer value Systematically define breakthrough products and services concepts Innovation is fundamental to success and business growth. Offering a proven alternative to failed customer-driven thinking, this landmark book arms you with the tools to unleash innovation, lower costs, and reduce failure rates--and create the products and services customers really want.

Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Download or read book Model Rules of Professional Conduct written by American Bar Association. House of Delegates and published by American Bar Association. This book was released on 2007 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Model Rules of Professional Conduct provides an up-to-date resource for information on legal ethics. Federal, state and local courts in all jurisdictions look to the Rules for guidance in solving lawyer malpractice cases, disciplinary actions, disqualification issues, sanctions questions and much more. In this volume, black-letter Rules of Professional Conduct are followed by numbered Comments that explain each Rule's purpose and provide suggestions for its practical application. The Rules will help you identify proper conduct in a variety of given situations, review those instances where discretionary action is possible, and define the nature of the relationship between you and your clients, colleagues and the courts.

Download or read book A Lawyer s Guide to Working with Special Needs Clients written by Richard A. Courtney and published by American Bar Association. This book was released on 2019 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Persons with disabilities and their family members and caregivers face numerous challenges every day. But beyond those day-to-day issues, they often need assistance navigating bureaucracies and in developing plans for long-term care and financial security. This book, written by a special needs attorney, supplies essential information and valuable guidance to the issues involved in representing these clients. The book begins with advice on understanding and representing special needs clients and their families, including key questions to ask to tailor an appropriate plan. Subsequent chapters address other aspects of representing special needs clients, including: - Public benefits, including SSI, Medicare, and Medicaid- Special needs education issues- Special needs trusts- Financial issues- Ethical and practice risks- How to build a special needs legal practice

Download or read book Level Up Your Law Practice written by Jeremy W. Richter and published by Scarlet Oak Press. This book was released on 2020-03-18 with total page 183 pages. Available in PDF, EPUB and Kindle. Book excerpt: Level Up Your Law Practice lays the foundation for grounding a healthy mindset in practical business realities, so you can apply these principles to your law practice and build a vibrant business that serves both you and your clients. A healthy mindset gives you defensive measures to absorb criticism and manage your fears, and provides the foundation on which you can build a successful law practice. Progressive and sustainable business practices enable you to go on the offensive and build the practice you want. And having strong relationships with your clients gives you the leverage to take your practice to the next level. Level Up Your Law Practices gives you tools in each of these areas to become the lawyer you want to be and have a successful law practice.

Download or read book Data Governance written by John Ladley and published by Academic Press. This book was released on 2019-11-08 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managing data continues to grow as a necessity for modern organizations. There are seemingly infinite opportunities for organic growth, reduction of costs, and creation of new products and services. It has become apparent that none of these opportunities can happen smoothly without data governance. The cost of exponential data growth and privacy / security concerns are becoming burdensome. Organizations will encounter unexpected consequences in new sources of risk. The solution to these challenges is also data governance; ensuring balance between risk and opportunity. Data Governance, Second Edition, is for any executive, manager or data professional who needs to understand or implement a data governance program. It is required to ensure consistent, accurate and reliable data across their organization. This book offers an overview of why data governance is needed, how to design, initiate, and execute a program and how to keep the program sustainable. This valuable resource provides comprehensive guidance to beginning professionals, managers or analysts looking to improve their processes, and advanced students in Data Management and related courses. With the provided framework and case studies all professionals in the data governance field will gain key insights into launching successful and money-saving data governance program. - Incorporates industry changes, lessons learned and new approaches - Explores various ways in which data analysts and managers can ensure consistent, accurate and reliable data across their organizations - Includes new case studies which detail real-world situations - Explores all of the capabilities an organization must adopt to become data driven - Provides guidance on various approaches to data governance, to determine whether an organization should be low profile, central controlled, agile, or traditional - Provides guidance on using technology and separating vendor hype from sincere delivery of necessary capabilities - Offers readers insights into how their organizations can improve the value of their data, through data quality, data strategy and data literacy - Provides up to 75% brand-new content compared to the first edition

Download or read book Jeff Herman s Guide to Book Publishers Editors Literary Agents 29th Edition written by Jeff Herman and published by New World Library. This book was released on 2023-01-03 with total page 434 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you want to get published, read this book! Jeff Herman’s Guide unmasks nonsense, clears confusion, and unlocks secret doorways to success for new and veteran writers! This highly respected resource is used by publishing insiders everywhere and has been read by millions all over the world. Countless writers have turned to this book to figure out how to decipher the hidden codes to getting published. It reveals: • tools to discern and exploit the rapidly changing publishing environment • the crucial differences between independent houses and the “Big 5” publishers • hard truths about self-publishing • names, interests, and contact information of hundreds of agents and editors • how writers unwittingly disqualify themselves from the consideration they deserve, and how to optimize chances with agents • critical thinking skills for outside-the-box publishing strategies • the nuts and bolts of superior query letters and proposals • how to spot and avoid ever-more-prevalent scams • the value of “book doctors” and when to consider hiring them • what to do — and not do — once you’ve got an editor or publisher interested Herman’s book remains the go-to guide for everything anyone ever wanted to know about book publishing. Comprehensive index lists dozens of subjects and categories to help you find the perfect publisher or agent.

Download or read book Saunders Q A Review for the NCLEX RN Examination Third South Asia Edition E BOOK written by Linda Anne Silvestri and published by Elsevier Health Sciences. This book was released on 2024-07-15 with total page 709 pages. Available in PDF, EPUB and Kindle. Book excerpt: Saunders Q & A Review for the NCLEX-RN® Examination, Third South Asia Edition - E-BOOK

Download or read book Practical Web Inclusion and Accessibility written by Ashley Firth and published by Apress. This book was released on 2019-11-26 with total page 489 pages. Available in PDF, EPUB and Kindle. Book excerpt: The web has to be inclusive. One in five people living in the UK have a disability. From Microsoft’s “inclusive design” movement - creating adaptive controllers for users with a range of disabilities - to Beyoncé’s site being sued for failure to be accessible, the importance of considering access needs is gaining mainstream attention. Recognizing and catering for a range of disabilities in our online platforms is key to achieving a truly inclusive web. You’ll be guided through a broad range of access needs, the barriers users often face, and provided practical advice on how your sites can help rather than hinder. Going beyond advice tailored solely for developers, this book offers potential improvements for designers, developers, user experience professionals, QA and testers, so that everyone involved in building a website can engage with the concepts without the need to understand how to code. Learn about the very latest technology - such as natural language processing and smart home tech - and explore its application accessibly. This book comes complete with practical examples you can use in your own sites and, for the first time in any web accessibility book, access needs experienced by those with mental health disorders and cognitive impairments are comprehensively covered. Applicable to both new projects and those maintaining existing sites and looking for achievable improvements on them, Practical Web Inclusion and Accessibility gives you all the information you need to ensure that your sites are truly accessible for the modern, inclusive web. What You Will Learn Understand the vast range of disabilities that have online access needs Apply the practical steps required to cater for those needs Use new technology to open up exciting avenues for the sites you create and maintain Approach accessibility from a full spectrum of online disciplines Start thinking about users with specific disabilities and how it impacts your work Who This Book Is For Anyone who wants to have a greater understanding of the inclusive web and considerations that should be made. You do not need to have coding knowledge.

Download or read book Assistance Dogs for People With Disabilities written by Emily Patterson-Kane and published by Frontiers Media SA. This book was released on 2020-08-21 with total page 121 pages. Available in PDF, EPUB and Kindle. Book excerpt: