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 On Top of the Cloud written by Hunter Muller and published by John Wiley & Sons. This book was released on 2011-12-21 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for ON TOP OF THE CLOUD "21st-century CIOs have a dual responsibility: driving down costs and creating new business value. Managing this seeming dichotomy is the domain of top business executives everywhere, and CIOs everywhere are learning to step it up. The original research contained in Hunter's book serves as a practical road map for IT strategy in today's ultra-competitive markets." —Randy Spratt, EVP, CIO, and CTO, McKesson Corporation "This is a thoughtfully written book, and the timing is perfect. Hunter really understands the challenges confronting transformational CIOs in today's markets, and he captures the choices they face as they work to create value for their organizations while driving down the costs of doing business in the modern world. The wealth of information contained in this book makes it truly valuable to career IT leaders and future CIOs alike." —Mark Polansky, Senior Client Partner and Managing Director, Information Technology Center of Expertise, Korn/Ferry International, North America "The cloud involves more than just technology. It's really more of a new business model. Hunter grasps the central truth about cloud computing, and that's why this is a valuable book. Hunter understands the issues and conveys them in a conversational tone that is truly refreshing." —Dave Smoley, SVP and CIO, Flextronics International "You may think this is a book about technology; well it's not. It's a book about leadership, packed with stories about real leaders finding new customers and markets, transforming the way their organizations work, and adding value—with the next generation of technology as the enabler. The cloud holds real potential. Read this book to see how top CIOs are positioning their companies." —Tony Leng, Managing Director, Diversified Search "Hunter has the unique ability to distill the best thinking of world-class CIOs into something you can act on. If you are a technology executive trying to find the right balance between generating business value and managing IT costs, this is the right book for you. On Top of the Cloud will be especially useful for transformational CIOs tasked with developing their company's strategies for technology-driven business growth." —Randy Krotowski, CIO, Global Upstream, Information Technology, Chevron Corporation

Download or read book His Excellency written by Joseph J. Ellis and published by Vintage. This book was released on 2005-11-08 with total page 354 pages. Available in PDF, EPUB and Kindle. Book excerpt: National Bestseller To this landmark biography of our first president, Joseph J. Ellis brings the exacting scholarship, shrewd analysis, and lyric prose that have made him one of the premier historians of the Revolutionary era. Training his lens on a figure who sometimes seems as remote as his effigy on Mount Rushmore, Ellis assesses George Washington as a military and political leader and a man whose “statue-like solidity” concealed volcanic energies and emotions. Here is the impetuous young officer whose miraculous survival in combat half-convinced him that he could not be killed. Here is the free-spending landowner whose debts to English merchants instilled him with a prickly resentment of imperial power. We see the general who lost more battles than he won and the reluctant president who tried to float above the partisan feuding of his cabinet. His Excellency is a magnificent work, indispensable to an understanding not only of its subject but also of the nation he brought into being.

Download or read book West Shore Harrisburg Suburban Cumberland County Pa Directory written by R.L. Polk & Co and published by . This book was released on 1992 with total page 794 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Burn in written by P. W. Singer and published by Houghton Mifflin. This book was released on 2020 with total page 437 pages. Available in PDF, EPUB and Kindle. Book excerpt: "An FBI agent teams up with the first police robot to hunt a shadowy terrorist in this gripping technothriller-and fact-based tour of tomorrow-from the authors of Ghost Fleet"--

Download or read book The Personal Business Plan written by Stephen Bruyant-Langer and published by John Wiley & Sons. This book was released on 2013-10-14 with total page 245 pages. Available in PDF, EPUB and Kindle. Book excerpt: Plan for success No one would embark on a business venture without a thorough and coherent plan. So why are so many of us happy to stagger through life with no real plan – just going with the flow, seeing what happens? It’s time we gave our lives the same importance we give to our business exploits. The Personal Business Plan offers a practical, field-tested method for effectively planning out what you want from life and exactly how to achieve it. It will change the way you look at yourself, your job and your career. This is an essential toolkit for all ambitious career professionals who want to know how to thrive in their job and simultaneously become a happier and more effective person. Creating your own personal business plan will help you to define your purpose, plan your actions, break through limiting beliefs and reinvent yourself. Written by a top executive coach and head-hunter with the world’s leading Talent Management and Executive Search firm who has changed the lives of thousands of people A field-tested methodology for identifying your mission, setting your critical success criteria, defining your agenda, keeping to the point and become more fulfilled and happier A complete life view – how to excel in your chosen career and simultaneously enjoy a happy personal life

Download or read book A Patriot s History of the United States written by Larry Schweikart and published by Penguin. This book was released on 2004-12-29 with total page 1350 pages. Available in PDF, EPUB and Kindle. Book excerpt: For the past three decades, many history professors have allowed their biases to distort the way America’s past is taught. These intellectuals have searched for instances of racism, sexism, and bigotry in our history while downplaying the greatness of America’s patriots and the achievements of “dead white men.” As a result, more emphasis is placed on Harriet Tubman than on George Washington; more about the internment of Japanese Americans during World War II than about D-Day or Iwo Jima; more on the dangers we faced from Joseph McCarthy than those we faced from Josef Stalin. A Patriot’s History of the United States corrects those doctrinaire biases. In this groundbreaking book, America’s discovery, founding, and development are reexamined with an appreciation for the elements of public virtue, personal liberty, and private property that make this nation uniquely successful. This book offers a long-overdue acknowledgment of America’s true and proud history.

Download or read book The Book of the Dead written by Muriel Rukeyser and published by . This book was released on 2018 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written in response to the Hawk's Nest Tunnel disaster of 1931 in Gauley Bridge, West Virginia, The Book of the Dead is an important part of West Virginia's cultural heritage and a powerful account of one of the worst industrial catastrophes in American history. The poems collected here investigate the roots of a tragedy that killed hundreds of workers, most of them African American. They are a rare engagement with the overlap between race and environment in Appalachia. Published for the first time alongside photographs by Nancy Naumburg, who accompanied Rukeyser to Gauley Bridge in 1936, this edition of The Book of the Dead includes an introduction by Catherine Venable Moore, whose writing on the topic has been anthologized in Best American Essays.

Download or read book Patrick Henry written by Jon Kukla and published by Simon and Schuster. This book was released on 2017-07-04 with total page 560 pages. Available in PDF, EPUB and Kindle. Book excerpt: "An authoritative biography of founding father Patrick Henry that restores him to his important place in our history and explains the formative influence on his thought and character of Virginia, where he lived all his life."--Provided by publisher.

Download or read book Calling Memory Into Place written by Dora Apel and published by Rutgers University Press. This book was released on 2020-09-17 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this deeply personal work, acclaimed art historian Dora Apel explores how memory can be mobilized for social justice and how inherited traumas can be channeled in productive ways. Examining memorials, photographs, artworks, and her own experiences as a cancer survivor and the child of holocaust survivors, she discovers strategies for "unforgetting" the past.

Download or read book Queen Move written by Kennedy Ryan and published by Blue Box Press. This book was released on 2020-05-26 with total page 341 pages. Available in PDF, EPUB and Kindle. Book excerpt: From Wall Street Journal, USA Today Bestselling and RITA® Award-winning Author Kennedy Ryan, comes a captivating second chance romance like only she can deliver... The boy who always felt like mine is now the man I can't have… Dig a little and you'll find photos of me in the bathtub with Ezra Stern. Get your mind out of the gutter. We were six months old. Pry and one of us might confess we saved our first kiss for each other. The most clumsy, wet, sloppy . . . spectacular thirty seconds of my adolescence. Get into our business and you'll see two families, closer than blood, torn apart in an instant. Twenty years later, my "awkward duckling" best friend from childhood, the boy no one noticed, is a man no one can ignore. Finer. Fiercer. Smarter. Taken. Tell me it's wrong. Tell me the boy who always felt like mine is now the man I can’t have. When we find each other again, everything stands in our way--secrets, lies, promises. But we didn't come this far to give up now. And I know just the move to make if I want to make him mine.

Download or read book Colonial Reports Annual written by Great Britain. Colonial Office and published by . This book was released on 1908 with total page 30 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book John Paul Jones written by Evan Thomas and published by Simon and Schuster. This book was released on 2010-06-15 with total page 420 pages. Available in PDF, EPUB and Kindle. Book excerpt: The New York Times bestseller from master biographer Evan Thomas brings to life the tumultuous story of the father of the American Navy. John Paul Jones, at sea and in the heat of the battle, was the great American hero of the Age of Sail. He was to history what Patrick O’Brian’s Jack Aubrey and C.S. Forester’s Horatio Hornblower are to fiction. Ruthless, indomitable, clever; he vowed to sail, as he put it, “in harm’s way.” Evan Thomas’s minute-by-minute re-creation of the bloodbath between Jones’s Bonhomme Richard and the British man-of-war Serapis off the coast of England on an autumn night in 1779 is as gripping a sea battle as can be found in any novel. Drawing on Jones’s correspondence with some of the most significant figures of the American Revolution—John Adams, Benjamin Franklin, Thomas Jefferson—Thomas’s biography teaches us that it took fighters as well as thinkers, men driven by dreams of personal glory as well as high-minded principle, to break free of the past and start a new world. Jones’s spirit was classically American.

Download or read book InfoWorld written by and published by . This book was released on 1983-10-24 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects.

Download or read book Legal Systems Very Different from Ours written by Peter Leeson and published by Independently Published. This book was released on 2019-01-09 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book looks at thirteen different legal systems, ranging from Imperial China to modern Amish: how they worked, what problems they faced, how they dealt with them. Some chapters deal with a single legal system, others with topics relevant to several, such as problems with law based on divine revelation or how systems work in which law enforcement is private and decentralized. The book's underlying assumption is that all human societies face the same problems, deal with them in an interesting variety of different ways, are all the work of grown-ups, hence should all be taken seriously. It ends with a chapter on features of past legal systems that a modern system might want to borrow.

Download or read book Sessional Papers written by Great Britain. Parliament. House of Commons and published by . This book was released on 1908 with total page 1098 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The Challenger Customer written by Brent Adamson and published by Portfolio. This book was released on 2015-09-08 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: Four years ago, the bestselling authors of The Challenger Sale overturned decades of conventional wisdom with a bold new approach to sales. Now their latest research reveals something even more surprising: Being a Challenger seller isn’t enough. Your success or failure also depends on who you challenge. Picture your ideal customer: friendly, eager to meet, ready to coach you through the sale and champion your products and services across the organization. It turns out that’s the last person you need. Most marketing and sales teams go after low-hanging fruit: buyers who are eager and have clearly articulated needs. That’s simply human nature; it’s much easier to build a relationship with someone who always makes time for you, engages with your content, and listens attentively. But according to brand-new CEB research—based on data from thousands of B2B marketers, sellers, and buyers around the world—the highest-performing teams focus their time on potential customers who are far more skeptical, far less interested in meeting, and ultimately agnostic as to who wins the deal. How could this be? The authors of The Challenger Customer reveal that high-performing B2B teams grasp something that their average-performing peers don’t: Now that big, complex deals increasingly require consensus among a wide range of players across the organization, the limiting factor is rarely the salesperson’s inability to get an individual stakeholder to agree to a solution. More often it’s that the stakeholders inside the company can’t even agree with one another about what the problem is. It turns out only a very specific type of customer stakeholder has the credibility, persuasive skill, and will to effectively challenge his or her colleagues to pursue anything more ambitious than the status quo. These customers get deals to the finish line far more often than friendlier stakeholders who seem so receptive at first. In other words, Challenger sellers do best when they target Challenger customers. The Challenger Customer unveils research-based tools that will help you distinguish the "Talkers" from the "Mobilizers" in any organization. It also provides a blueprint for finding them, engaging them with disruptive insight, and equipping them to effectively challenge their own organization.