Download or read book Chocolates on the Pillow Aren t Enough written by Jonathan M. Tisch and published by John Wiley & Sons. This book was released on 2007-02-26 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for Chocolates on the Pillow Aren't Enough "Jonathan recognizes that in today's Internet-fed, savvy-consumer world, it is the people-to-people connections, regardless of price point, that differentiate a customer's experience. Gimmicks come and go, but without sincere and caring people delivering the overall experience, from start to finish, well, it's true--chocolates on the pillow are not enough. A great read!" —David Neeleman, founder and CEO, JetBlue Airways Corporation "If you don't work for your customer, you're not doing your job. Who better to turn to for lessons in great customer experiences than Jonathan Tisch? He has long been one of the most respected leaders in travel and hospitality, and when it comes to treating all customers like guests, to put it simply, he gets it. And then some." —Millard S. Drexler, Chairman and CEO, J. Crew Group "What brings customers back to my restaurants? Why do viewers watch my TV show? It's more than Bam! It's delivering a kicked-up customer experience. Tisch is the guy who knows how to do this best. His book gives the inside scoop on how to excite your customers and bring 'em back for more." —Emeril Lagasse "Attention to detail, passion, and dedication are a few of the things that made me successful as an athlete. Jonathan knows that by doing the same in business, you maximize the customer's experience and outscore the competition." —Tiki Barber

Download or read book Flying Ahead of the Airplane written by Nawal K. Taneja and published by Routledge. This book was released on 2016-04-15 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: Airlines willing to develop insight from foresight relating to the expected ’step phase changes’ will eventually improve their margins. However, the backward-looking airline, managed using old strategic levers and short-term metrics, will cease to exist, merge, shrink, become more dependent on government support, or become irrelevant. ’Management innovations’ are not going to deliver the required improvements; innovation within management is essential for airlines' survival. In Flying Ahead of the Airplane, Nawal Taneja analyzes global changes and thought-provoking scenarios to help airline executives adjust and adapt to the chaotic world. Drawing on his experience of real airline situations worldwide, the author concludes that there is a gulf between what executives are doing now and what they need to do to stay ahead of the curve. To close this gap, the author suggests that airline executives focus on just three relevant initiatives: a) aligning business and technology strategies, b) redesigning organization structures to centralize the role of the scheduling function, and c) developing relevant brands that integrate social networking technology. To support this third initiative, the book provides insights on branding from 20 fascinating non-aviation case studies from around the world. Flying Ahead of the Airplane will assist practitioners in airlines of every size to integrate future trends into their mainstream thinking and launch flexible business models to manage risk and compete effectively in the ’flattening world’.

Download or read book Surprise written by Vincent P. Magnini and published by Business Expert Press. This book was released on 2014-10-05 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt: Modern consumers are being bombarded with in-formation from every angle. They can’t handle it and, consequently, tune out large portions of the information. Consumers, therefore, often enter service transactions with predetermined men-tal scripts regarding how they predict the trans-actions will transpire and are not paying close attention. In order to gain their full attention, firms must find ways to surprise consumers dur-ing transactions; that is, firms must spawn mental script deviations for them. Research indicates that these script deviations can cement consumer loyalty. This book details how to create a surprise culture in a service firm. Because a consumer can only be “surprised” by a given tactic one time and surprise ideas can be copied by competitors, a firm with a culture that generates and implements a constant stream of surprise tactics is one that has the higher edge in achieving success in the modern envi-ronment of information overload.

Download or read book Summary The Upside written by BusinessNews Publishing and published by Primento. This book was released on 2014-11-12 with total page 15 pages. Available in PDF, EPUB and Kindle. Book excerpt: The must-read summary of Adrian Slywotzky and Karl Weber's book: "The Upside: The 7 Strategies for Turning Big Threats into Growth Breakthroughs". This complete summary of the ideas from Adrian Slywotzky and Karl Weber's book "The Upside" shows that the new strategic imperative in business is to find practical ways you can harness the upside growth potential of every moment of maximum risk to your organisation. If you can use these events to generate some genuine growth breakthroughs, situations of maximum risk can become your greatest source of future profits and reward. This summary will teach you how to think about risk in a different way using a simple two-step process. Added-value of this summary: • Save time • Understand key concepts • Expand your knowledge To learn more, read "The Upside" and discover the key to sharpening your business strategy.

Download or read book Power Branding written by Steve McKee and published by St. Martin's Press. This book was released on 2014-01-07 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every one of the largest, most successful corporations were, at some point, mere startups. McKee explains what enables some companies to growbigger and better, while others stumble along year after year, running but never winning the race. The difference is that the biggest and best brands aren't slaves to conventional marketing wisdom. McKee shows by example how the same, sometimes counter-intuitive, strategies used by the biggest brands can also best serve small and mid-sized companies. Among the topics explored: How can a company grow big by thinking small? Why do the best companies sometimes avoid being better? Why do brands that create the most memorable advertising stay away from focus groups? What is the secret to an effective slogan? When can admitting a negative become a positive? A diverse selection of companies provides powerful lessons, ranging from traditional icons like Coca-Cola, McDonald's, and General Motors, to new media models like Google and Facebook. This book appeals not only to time- starved executives, but also to middle managers and owners of small businesses who have a wide variety of marketing problems to address and who need to change the way they think about how to generate healthy, consistent growth.

Download or read book Personalising Library Services in Higher Education written by Elizabeth Tilley and published by Routledge. This book was released on 2016-05-06 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an economic climate where cuts are becoming the norm, a boutique library service may seem a contradiction. In some academic libraries the trend is still towards centralisation programmes or offering generic services. However, the student as the customer now has an even greater vested interest in the learning process as their financial commitment increases and they are demanding better services. Personalised library services are tailored with a specific clientele in mind and will provide the enhanced service demanded by today's students. These services need not cost more money; but they do require inventive and customer-facing staff. They celebrate and promote collaborative ventures along with excellent communication and marketing. This book unpacks the boutique model and is full of practical advice, supported by a unique set of case studies reflecting international practice including Australian, American and Russian and UK library services.

Download or read book Violence in the Emergency Department written by Patricia B. Allen, MBA, BS, RN and published by Springer Publishing Company. This book was released on 2009-07-13 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book is a must for all emergency departments and a valuable resource for anyone scheduled to work there. It covers the history and evolution of violence in emergency departments and offers excellent exhibits for quick reference..." --Doody's Violence in the emergency department (ED) is a critical, even life-threatening problem facing ED nurses and physicians daily. Emergency room personnel have repeatedly reported being threatened, harassed, and seriously injured by hostile patients, including psychiatrically ill patients, substance abusers, and criminals, as well as by patients' families and friends. During this nursing shortage, it is imperative that hospital administrators take the necessary measures to create a violence-free emergency room. This book educates health care professionals and hospital administrators about all aspects of ED violence. The author provides all the essential tools and strategies for preventing violence before it starts, and managing it if it occurs. In this book, Allen provides practical guidelines for assessing the potential risk of violence in the ED and implementing a violence defense strategy and program. Key topics discussed: How to assess the potential risk of violence in individual patients How to identify the types of patients that are most likely to be violent in the ED and why they are violent How to plan and implement a violence defense program by increasing security, charging penalties and fines, announcing hospital-wide alerts, and more How to improve communication strategies with both colleagues and violent patients in the ED How to increase awareness of the the significant problem of lateral violence among healthcare personnel Violence in the Emergency Department will not only help safeguard physicians and nurses from injury, it will serve as one more step toward healing the critical nursing shortage, increasing job satisfaction, and improving patient care.

Download or read book Memorable Customer Experiences written by Joëlle Vanhamme and published by CRC Press. This book was released on 2016-04-22 with total page 318 pages. Available in PDF, EPUB and Kindle. Book excerpt: Experiential marketing - or memorable customer experiences - is proving a popular tool amongst businesses seeking to make an impact in a competitive world. Yet the scramble to achieve a presence among experience providers has led many companies to design and implement experiential marketing without integrating it with their overall marketing strategy. These companies often end up dissatisfying their customers rather than delighting them. This research anthology investigates different angles of experiential marketing. The 16 chapters are organised in six sections. The first section considers whether memorable customer experiences result from the use of traditional marketing practices, perhaps implemented more effectively than previously, or require entirely new practices with new foundations that turn companies into experience providers. Section two details ways businesses seek to build brands through putting experiential marketing into practice, while section three asks whether there are general principles that can be applied to the design of customer experiences which ensure successful outcomes whatever market you may operate in. Section four examines how companies manage their customer experiences once they have made the strategic decision to provide them, and section five looks at methods available to evaluate the success of these customer experiences. 'Experiential marketing changes everything!' claim the management gurus, but is it really so significant that not joining this race is dangerous? The last section of the book offers a much needed critique of experiential marketing.

Download or read book The Peak Performing Organization written by Ronald J. Burke and published by Routledge. This book was released on 2008-11-26 with total page 497 pages. Available in PDF, EPUB and Kindle. Book excerpt: Building a peak performing organization is not easy or else everybody would be achieving this goal. Organizations today are facing heightened challenges in remaining competitive in a more demanding global business environment. New technology, customer expectation, outsourcing, low cost competitors and needs for both higher performance and more inno

Download or read book Intelligent Leadership written by John Mattone and published by AMACOM Div American Mgmt Assn. This book was released on 2013 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today's business environment, leaders at all levels are facing enormous challenges when it comes to achieving and sustaining breakthrough operating results. Globalization, economic change, more stringent regulation, and tougher governance make realizing shareholder value increasingly difficult. Intelligent Leadership is written for leaders who want to become more effective, strategic, operationally focused, and balanced. It is for leaders who are striving to take control of their destiny and become the best they can be. In this groundbreaking book, leadership coach John Mattone--recently named to the "guru radar" by the prestigious Thinkers50--taps into his years of experience working with high-achieving professionals to give readers a roadmap for developing and mastering their executive maturity. Supplying three unique tools--the Wheel of Leadership Success, Map of Leadership Maturity, and the Leadership Enneagram--the book helps readers calibrate their abilities so they can simultaneously focus on their strengths and address their weaknesses. The goal is to improve key tactical competencies (such as critical and strategic thinking, decision-making, talent and team leadership, and communication) and integrate them with equally important inner traits like values, character, and beliefs in order to achieve their leadership potential. Featuring best practices, authoritative research, practical assessments, and enlightening examples of both good and bad leadership, this book equips readers with the knowledge, skills, and passion they need to become the leaders they were meant to be.

Download or read book The Impact of 9 11 on Business and Economics written by M. Morgan and published by Springer. This book was released on 2009-08-31 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Impact of 9/11 on Business and Economics is the second volume of the six-volume series The Day that Changed Everything? edited by Matthew J. Morgan. The series brings together from a broad spectrum of disciplines the leading thinkers of our time to reflect on one of the most significant events of our time.

Download or read book Making the Number written by Greg Alexander and published by Penguin. This book was released on 2008-10-16 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: The essential tool kit to achieve breakthrough sales performance improvements. Numbers don’t lie: 40 percent of all salespeople miss their targets each year. How can sales managers ensure their teams are doing everything possible? The key lies in benchmarking, which is not new for finance or manufacturing but rarely gets applied to sales. Making the Number will teach executives to embrace data-driven decision making and rely less on gut instinct. Comparing a sales force to those of relevant peers leads to many opportunities to improve performance. The authors take readers through their five-step methodology for sales benchmarking, showing how to select metrics; gather, compute, and compare internal and external data; and then actually use the data. Making the Number includes case studies of sales benchmarking in action. For example, find out how Discover Financial Services plays David to the Goliaths of MasterCard and Visa. Whether you’re a sales rep, a manager, or a CEO, this book will show you a better way to make your number.

Download or read book Advances in Hospitality and Leisure written by Joseph S. Chen and published by Emerald Group Publishing. This book was released on 2010-07-07 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Delivers refreshing insights from a host of scientific investigations pertaining to hospitality, leisure, and tourism while rendering an academic forum to stimulate discussion on literature, contemporary issues and various trends essential to theory advancement as well as professional practices from a global perspective.

Download or read book The ABC s of Strategic Communication written by M. Larry Litwin and published by AuthorHouse. This book was released on 2007-12 with total page 718 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Book portrays God's calling of an Afro-American lad from the segregated Southern USA, in 1957, and elevated him and his wife, Dorothy, to become two of the most outstanding Black Pioneer Missionaries in World Missions, today! They have evangelized and planted churches in over 95 countries, and even more extensively, in the 23 countries where Christians in Action Missions has ministries. You will experience glimpes of fifty years of the Taylor's life and ministry, beginning with Elgin's call to missions in 1957, while in the USMarines. It Moves to their service as the First Black Missionaries to Japan, 1959-64; Elgin Pastored, studied Japanese, and attended The University of Maryland, earned his BA degree, and later earned his MTh in California. Dorothy, a high school teacher, taught at Okinawa Christian School and ran the youth ministry. They transferred to Nigeria, Africa, but due to a civil war, were evacuated to London, England, where they founded a Bible College, an Evangelical Church, and directed CinA's Europe, Africa, and India Ministries for 15 years. Returning to America,1980, they worked at the US Center for World Missions, Pasadena, CA with Dr Ralph Winters. In 1982, Elgin was elected CEO of CinA Missions International, (the only known Afro-American Director of a multi-ethnic, international, cross curtural ministry during this time). The book closes, with the spotlight on their present involvement in Ghana, West Africa, where they lead medical/outreach teams, build churches and schools, bore fresh water wells, and hold leadership seminars.They were appointed Chief and Queen Mother in the Broang Ahafo Region by the King, Ohmahene Okatakayie Kodom IV, in 2001. Today, they are blessed with much remaining fruit, in both the low places of the streets, to the palaces of Kings, to God be the Glory!

Download or read book You and Your Money written by Alvin Hall and published by Simon and Schuster. This book was released on 2008-02-26 with total page 326 pages. Available in PDF, EPUB and Kindle. Book excerpt: Arguing that the same emotions that shape interpersonal relationships determine one's financial health, a guide to forging a prosperous relationship with money counsels readers on how to understand one's monetary strengths and weaknesses. Reprint. 40,000 first printing.

Download or read book Hospitality Management written by Lyn Pont, PhD and published by iUniverse. This book was released on 2014-12 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: Competition in the hospitality industry is nonstop, and brands are looking for associates who can handle themselves flawlessly both on and off the job. Modern hospitality professionals are correctly concerned about representing their organizations, and themselves, with polish, politeness, confidence, and authority. Hospitality Management leads the way by showcasing the soft skills that you can use to amaze your guests with your outstanding attention to customer care--Publisher.

Download or read book Customer Service for Hospitality and Tourism written by Simon Hudson and published by Goodfellow Publishers Ltd. This book was released on 2022-03-20 with total page 325 pages. Available in PDF, EPUB and Kindle. Book excerpt: A fully updated new edition of this bestselling text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. With 10 new international cases focusing on how some in the hospitality sector have adapted – and thrived - during the COVID-19 pandemic.