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 Contact Center Management on Fast Forward written by Brad Cleveland and published by . This book was released on 2019-09-15 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

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 How to Deal with Difficult Customers written by Dave Anderson and published by John Wiley & Sons. This book was released on 2013-05-21 with total page 123 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for How to Deal with Difficult Customers "The application of the ten key strategies in this book will help every sales professional learn how to deal with the truly difficult and how to avoid creating unnecessary difficulties. It's written with the same wit, humor, and inspiration that have made Anderson's prior books so effective." --Margaret Callihan, President, Chairman, and CEO, SunTrust Bank, Florida "Anderson knocks another one out of the park with How to Deal with Difficult Customers! The problem is real; Anderson's solutions make sense and, as always, he makes you laugh in the process." --Mike Roscoe, Editor in Chief, Dealer Magazine "I could not put this book down. It's a salesperson's bible, offering clear and concise how-to advice. If you're in the selling profession and want to sell more, you should read this book . . . twice." --Warren Lada, Senior Vice President, Saga Communications "An individual executing the ideas within this book will change their own life and their organization. No one has the gift like Anderson to articulate the importance character plays in maximizing potential." --Mike Tomberlin, CEO, The Tomberlin Group "Throw out all your other sales manuals. Anderson's new book will change the way you look at customers, the way your salespeople look at themselves, and, quite frankly, the way you look at the sales process." --Dan Janal, President, PRleads.com "What are you waiting for? We all have difficult customers. If you're tired of leaving money on the table because you can't handle them, read this book. If your good customers are turning into difficult customers, read this book. If you want to deliver results year-in and year-out, read, re-read, and apply the lessons of this book." --Randy Pennington, author, Results Rule!

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 Digital and Social Media Marketing written by Nripendra P. Rana and published by Springer Nature. This book was released on 2019-11-11 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing.

Download or read book SPIN Selling written by Neil Rackham and published by Taylor & Francis. This book was released on 2020-04-28 with total page 253 pages. Available in PDF, EPUB and Kindle. Book excerpt: True or false? In selling high-value products or services: 'closing' increases your chance of success; it is essential to describe the benefits of your product or service to the customer; objection handling is an important skill; open questions are more effective than closed questions. All false, says this provocative book. Neil Rackham and his team studied more than 35,000 sales calls made by 10,000 sales people in 23 countries over 12 years. Their findings revealed that many of the methods developed for selling low-value goods just don‘t work for major sales. Rackham went on to introduce his SPIN-Selling method. SPIN describes the whole selling process: Situation questions Problem questions Implication questions Need-payoff questions SPIN-Selling provides you with a set of simple and practical techniques which have been tried in many of today‘s leading companies with dramatic improvements to their sales performance.

Download or read book Understanding Pathological Demand Avoidance Syndrome in Children written by Margaret Duncan and published by Jessica Kingsley Publishers. This book was released on 2011-09-15 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: This straightforward guide offers a complete overview of Pathological Demand Avoidance Syndrome (PDA) and gives practical advice for overcoming the difficulties it poses in a wide range of contexts from diagnosis through to adulthood. Starting with an exploration into the background of PDA that answers many of the immediate questions triggered when a child is first diagnosed, the book goes on to look at the impact of the condition on different areas of the child's life and what can be done to help. The authors present useful information on early intervention options and workable strategies for managing PDA positively on a day-to-day basis. They also examine ways to minimize common difficulties that may be encountered at home and school, making life easier for the child, family and peers. The final chapters tackle new problems that can arise when the teenage years hit and how to assist a successful transition from adolescence to adulthood. Illustrative case examples are included throughout, and the book concludes with a list of valuable resources for further information and advice. Full of helpful guidance and support, this user-friendly introductory handbook is essential reading for anyone caring for, or working with, children with PDA.

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 Strategy from the Outside In PB written by George S. Day and published by McGraw Hill Professional. This book was released on 2010-07-23 with total page 321 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make customer value a C-Suite priority for lasting profits and growth While the Great Recession ravaged the balance sheets of long-standing leaders in their respective industries, many companies have actually gained market share, grown revenuesand profits, and created more value for customers. These are not flash-in-the-pan companies—world-beatersone year and stragglers the next. They are companies like Johnson& Johnson, Procter & Gamble, Fidelity, Cisco, Philips, Walmart, and Amazon. The success of these organizations isn’t the result of a brilliant strategy for bad times; it’sthe outcome of a highly effective long-term strategy that manages thecompany from the outside in. In Strategy from the Outside In, George S. Day and Christine Moormanexplain that the key to such lasting and highly profitable successis the ability to compete on and profit from customer value. It meansoperating from the outside in. It means always building strategy onmarket insight, and ensuring that every part of the company puts customervalue first. Applying years of research, Day andMoorman illustrate that an outside-in view requires constant vigilance and focus on four customer value imperatives: Be a customer value leader Innovate new value for customers Capitalize on the customer as an asset Capitalize on the brand as an asset Day and Moorman take you from theory to practice, with an emphasison real world stories, practical models, and useable metrics sothat you can profit from customer value. From the outside in.

Download or read book The New Marketing written by Cheryl Burgess and published by SAGE. This book was released on 2020-07-27 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: In our hyper-connected world that is changing at warp speed, marketers recognize the need to shift from traditional marketing methods to a new way that can help them better navigate the unpredictable environment. For traditionalists, this change has posed a challenge. Many have tried to incorporate new approaches into the old models they grew up with, only to be frustrated with the results. From the bestselling authors of The Social Employee, and LinkedIn Learning course authors, comes a powerful new textbook that cracks the marketing code in our hyper-focused digital age. The New Marketing, with contributions spanning CMO trailblazers to martech disruptors, behavioral economics luminaries at Yale to leading marketing thinkers at Kellogg and Wharton, is a GPS for navigating in a digital world and moves the craft of marketing through the forces of marketing transformation. We can’t predict the future. But our goal is to help make Masters/MBA students and marketing practitioners future-ready and successful.

Download or read book Augmented Customer Strategy written by Gilles N'Goala and published by John Wiley & Sons. This book was released on 2019-04-26 with total page 332 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside the company: they influence, innovate, punish and more. These developments push companies to implement new customer strategies. It is in this context, marked by pitfalls and paradoxes, that the authors of this book reflect on the customer relationship, what it has become and what it will be tomorrow. The book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. It is aimed at those who want to gain an up-to-date understanding of the field and find all the keys needed to project themselves into the future.

Download or read book Hope That Helps A Caregiver s Thrival Guide For Special Needs written by Lisa and Randy Weist and published by Covenant Books, Inc.. This book was released on 2020-07-03 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: Caregiving for a family member with special needs can carry a heavy burden for many who are not equipped or prepared to provide such care. Many families become overwhelmed and relationships suffer as a result of fatigue and hopelessness. Learn how to avoid the pitfalls from explorers who have already traveled this road ahead and can guide you to a place of Thrival instead of mere survival. From our years of firsthand experience caring for our son with autism and also from our careers in the mental health and education field, we share our mistakes and triumphs. This helpful resource combines research-based methods gleaned from the service providers and experts with whom we have collaborated along our journey of twenty-three years. Each time we are asked for advice, we are happy to share and always end our conversation with the words "Hope that helps!"

Download or read book The researchED guide to Special Educational Needs An evidence informed guide for teachers written by Karen Wespieser and published by John Catt. This book was released on 2021-11-29 with total page 141 pages. Available in PDF, EPUB and Kindle. Book excerpt: researchED is an educator-led organisation with the goal of bridging the gap between research and practice. This accessible and punchy series, overseen by founder Tom Bennett, tackles the most important topics in education, with a range of experienced contributors exploring the latest evidence and research and how it can apply in a variety of classroom settings.In this edition, Karen Wespieser examines the latest research surrounding pupils with special educational needs. editing contributions from writers including: Richard Selfridge; Sabrina Hobbs; Gary Jones; Kenny Wheeler; Oliver Caviglioli; Rob Webster; Barney Aglis; and Chris Rossiter.

Download or read book Continuous Discovery Habits written by Teresa Torres and published by Product Talk LLC. This book was released on 2021-05-19 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: "If you haven't had the good fortune to be coached by a strong leader or product coach, this book can help fill that gap and set you on the path to success." - Marty Cagan How do you know that you are making a product or service that your customers want? How do you ensure that you are improving it over time? How do you guarantee that your team is creating value for your customers in a way that creates value for your business? In this book, you'll learn a structured and sustainable approach to continuous discovery that will help you answer each of these questions, giving you the confidence to act while also preparing you to be wrong. You'll learn to balance action with doubt so that you can get started without being blindsided by what you don't get right. If you want to discover products that customers love-that also deliver business results-this book is for you.

Download or read book Top Tasks A How to Guide written by Gerry McGovern and published by Lulu.com. This book was released on 2018 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt: Essence of Top Tasks is a prioritized list of what matters most to customers. You then continuously improve these top tasks based on evidence of customers trying to complete them. Developed as a result of 15 years of research and practice. Implemented by some of the world's largest organizations: Cisco, Microsoft, NetApp, IBM, Google, European Union, Toyota, Tetra Pak, and hundreds more. More than 300,000 customers have participated in Top Tasks studies in over 40 countries and 30 languages.

Download or read book The Complete Guide to Creating a Special Needs Life Plan written by Hal Wright and published by Jessica Kingsley Publishers. This book was released on 2013-07-28 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of special needs planning is to create the best possible life for an adult with a disability. This book provides comprehensive guidance on creating a life plan to transition a special needs child to independence or to ensure they are well cared for in the future. Beginning with a vision of a meaningful life for the child, Hal Wright explains how to form a practical plan to reach these goals, how to mentor personal empowerment and task skills, and how to create circles of support to sustain a life plan. He next looks at employment and residential options, and government programs available in the United States. Finally he talks the reader through important financial and legal considerations, including how to fund and manage a special needs trust. This book will be essential reading for all parents or guardians of a child with a cognitive, mental or physical impairment. It will also be of interest to attorneys, financial planners, insurance agents, trust officers and other professionals looking to better serve the special needs community.