Download or read book The Ultimate Online Customer Service Guide written by Marsha Collier and published by John Wiley & Sons. This book was released on 2010-12-15 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

Download or read book Customer Service written by Robert W. Lucas and published by . This book was released on 2009 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel

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 Guide to Literary Agents 2020 written by Robert Lee Brewer and published by Penguin. This book was released on 2019-11-19 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Best Resource Available for Finding a Literary Agent! No matter what you're writing--fiction or nonfiction, books for adults or children--you need a literary agent to get the best book deal possible from a traditional publisher. Guide to Literary Agents 2020 is your go-to resource for finding that literary agent and earning a contract from a reputable publisher. Along with listing information for more than 1,000 agents who represent writers and their books, the 29th edition of GLA includes: • The key elements of a successful nonfiction book proposal. • Informative articles on crafting the perfect synopsis and detailing what agents are looking for in the ideal client--written by actual literary agents. • Plus, a 30-Day Platform Challenge to help writers build their writing platforms +Includes 20 literary agents actively seeking writers and their writing

Download or read book Fundamentals of ServiceNow Administration and Scripting written by Vinay Polisetti and published by . This book was released on 2019-09-10 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book highlights the basic principles of IT Service Management, IT Operations Management, best practices of implementing them in an enterprise for better designing, creating, delivering, supporting, managing and monitoring the life cycle of IT services. This book introduces the ServiceNow platform, key concepts in administration of ServiceNow instance, best practices in configuration, scripting examples, sample code snippets and the real-world scenarios how ServiceNow can be better used to maintain the life cycle of IT Services provided in any enterprise. This book also showcases the configuration of core modules in ServiceNow, how they are interrelated, generating the reports, integration of ServiceNow with third party systems, Enabling Orchestration, Service Catalog management and the IT workflows which govern the catalog management. By the end of this book you would be able to request a personal demo instance of ServiceNow, be able to administer and configure various It process automation in ServiceNow. This book is written during ServiceNow's New York Version release. The book shows some of the screenshots from the instance in Madrid release and as ServiceNow releases new versions, the snapshots might change a bit as ServiceNow releases new versions. This book is intended for anyone willing to learn the fundamentals of ServiceNow and understand the best practices and get a deep dive understanding of ServiceNow scripting

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 Everybody Writes written by Ann Handley and published by John Wiley & Sons. This book was released on 2014-09-15 with total page 325 pages. Available in PDF, EPUB and Kindle. Book excerpt: Finally a go-to guide to creating and publishing the kind of content that will make your business thrive. Everybody Writes is a go-to guide to attracting and retaining customers through stellar online communication, because in our content-driven world, every one of us is, in fact, a writer. If you have a web site, you are a publisher. If you are on social media, you are in marketing. And that means that we are all relying on our words to carry our marketing messages. We are all writers. Yeah, but who cares about writing anymore? In a time-challenged world dominated by short and snappy, by click-bait headlines and Twitter streams and Instagram feeds and gifs and video and Snapchat and YOLO and LOL and #tbt. . . does the idea of focusing on writing seem pedantic and ordinary? Actually, writing matters more now, not less. Our online words are our currency; they tell our customers who we are. Our writing can make us look smart or it can make us look stupid. It can make us seem fun, or warm, or competent, or trustworthy. But it can also make us seem humdrum or discombobulated or flat-out boring. That means you've got to choose words well, and write with economy and the style and honest empathy for your customers. And it means you put a new value on an often-overlooked skill in content marketing: How to write, and how to tell a true story really, really well. That's true whether you're writing a listicle or the words on a Slideshare deck or the words you're reading right here, right now... And so being able to communicate well in writing isn't just nice; it's necessity. And it's also the oft-overlooked cornerstone of nearly all our content marketing. In Everybody Writes, top marketing veteran Ann Handley gives expert guidance and insight into the process and strategy of content creation, production and publishing, with actionable how-to advice designed to get results. These lessons and rules apply across all of your online assets — like web pages, home page, landing pages, blogs, email, marketing offers, and on Facebook, Twitter, LinkedIn, and other social media. Ann deconstructs the strategy and delivers a practical approach to create ridiculously compelling and competent content. It's designed to be the go-to guide for anyone creating or publishing any kind of online content — whether you're a big brand or you're small and solo. Sections include: How to write better. (Or, for "adult-onset writers": How to hate writing less.) Easy grammar and usage rules tailored for business in a fun, memorable way. (Enough to keep you looking sharp, but not too much to overwhelm you.) Giving your audience the gift of your true story, told well. Empathy and humanity and inspiration are key here, so the book covers that, too. Best practices for creating credible, trustworthy content steeped in some time-honored rules of solid journalism. Because publishing content and talking directly to your customers is, at its heart, a privilege. "Things Marketers Write": The fundamentals of 17 specific kinds of content that marketers are often tasked with crafting. Content Tools: The sharpest tools you need to get the job done. Traditional marketing techniques are no longer enough. Everybody Writes is a field guide for the smartest businesses who know that great content is the key to thriving in this digital world.

Download or read book Control Your ERP Destiny written by Steven Scott Phillips and published by Street Smart ERP Publications. This book was released on 2022-11-22 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: The history of implementing ERP systems has shown that leaving the fate of your Enterprise Resource Planning project in the hands of software consultants and vendors may only create a false sense of security. While the help of consultants is usually required, they are not all-knowing, have a limited ability to control the keys to project success, and are often the beneficiaries of cost overruns. When it comes to software vendors, their sales people will be long gone when it comes time to go-live with the new system. This book presents comprehensive strategies and techniques that enable organizations to take charge of their Enterprise Resource Planning projects to drive success. It is a guide to making informed decisions during each project phase. The author describes how to become less dependent on outside consultants, mitigate project risks, and significantly reduce implementation costs. Just as important are strategies and methods for the project team and stakeholders to identify business improvement opportunities within your organization and redesign processes to achieve the project benefits. The book also contains many tips to create internal project ownership, select ERP software, manage service providers, transfer software knowledge, develop the right implementation strategies, establish a realistic schedule and budget, and properly test the new system. It also addresses the various system deployment options, emerging technology trends, and the implications from a software selection, implementation and on-going support standpoint. The information is applicable to new implementations and system upgrades. This edition updated: November 2023 For those who prefer audiobooks, this version is also available on Google Play. Click "Switch To Audiobook" on this ebook homepage. Reviews "You owe it to your company and yourself to read this book. If you do so, you will sharply increase your odds for success and spend a lot less money. Steve has done the ERP industry a big service." - Thomas F. Wallace, early ERP pioneer, author, and Distinguished Fellow at The Ohio State University Center for Operational Excellence. "There really aren't many "must-read" ERP books in the 30 year (or so) history of ERP, but you can add this book to the must-read list. The book fits nicely into what I call the Center of Excellence movement - the push by ERP customers to gain more value out of their ERP investments and endure less headaches. The book is a combination of hard-won advice, cautionary tales, and a bit of a manifesto for not placing blind trust in third party consultancies." - Jon Reed, SAP/ERP Market Analyst. "I love this book." - R. Ray Wang. CEO and Principal Analyst at Constellation Research, a founding partner of the Altimeter Group and thought leader on enterprise digital transformation. "If the Project Management Institute (PMI) had a certification program in ERP Management, this would be the only textbook needed." - Andy Klee, President, Klee Associates, ERPtips.com (SAP), and JDEtips.com (Oracle Enterprise One).

Download or read book The Complete Guide to Crohn s Disease Ulcerative Colitis written by Alexa Federico and published by Createspace Independent Publishing Platform. This book was released on 2017-12-23 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: A diagnosis of Crohn's disease or ulcerative colitis can feel daunting at first. There is no clearly defined path that newly diagnosed people should follow and therein lies the author's motivation for this book. Alexa Federico has lived with Crohn's disease since she was an adolescent and has learned that living well with IBD requires a look into the person as a whole, not just a narrow view of the disease.

Download or read book Achieving Product Reliability written by Necip Doganaksoy and published by CRC Press. This book was released on 2021-06-21 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you buying a car or smartphone or dishwasher? We bet long-term, trouble-free operation (i.e., high reliability) is among the top three things you look for. Reliability problems can lead to everything from minor inconveniences to human disasters. Ensuring high reliability in designing and building manufactured products is principally an engineering challenge–but statistics plays a key role. Achieving Product Reliability explains in a non-technical manner how statistics is used in modern product reliability assurance. Features: Describes applications of statistics in reliability assurance in design, development, validation, manufacturing, and field tracking. Uses real-life examples to illustrate key statistical concepts such as the Weibull and lognormal distributions, hazard rate, and censored data. Demonstrates the use of graphical tools in such areas as accelerated testing, degradation data modeling, and repairable systems data analysis. Presents opportunities for profitably applying statistics in the era of Big Data and Industrial Internet of Things (IIoT) utilizing, for example, the instantaneous transmission of large quantities of field data. Whether you are an intellectually curious citizen, student, manager, budding reliability professional, or academician seeking practical applications, Achieving Product Reliability is a great starting point for a big-picture view of statistics in reliability assurance. The authors are world-renowned experts on this topic with extensive experience as company-wide statistical resources for a global conglomerate, consultants to business and government, and researchers of statistical methods for reliability applications.

Download or read book A Complete Guide to Energy Savings in a Domestic Household written by C. B. Hotnoga and published by C. B. Hotnoga. This book was released on 2020-01-07 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: Any household can lead exactly the same lifestyles whilst cutting down at least 25% on energy and water expenses, and helping the Environment at the same time. Part of Project “CHALLENGE” For the Future A better approach to energy savings Greener behaviours in modern day lifestyles Planning, ahead of changing Cutting down on natural resources used Reducing pollution Fighting climate change Making BIG SAVINGS on that energy bill Project “CHALLENGE” includes: Domestic households Small sized commercial premises Medium commercial businesses Medium and large commercial businesses with high energy demands Industrial premises

Download or read book Business Modeling and Software Design written by Boris Shishkov and published by Springer Nature. This book was released on 2022-07-30 with total page 323 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed proceedings of the 12h International Symposium on Business Modeling and Software Design, BMSD 2022, which took place in Fribourg, Switzerland, in June 2022. The 12 full and 9 short papers included in this book were carefully reviewed and selected from a total of 56 submissions. BMSD is a leading international forum that brings together researchers and practitioners interested in business modeling and its relation to software design. Particular areas of interest are: Business Processes and Enterprise Engineering; Business Models and Requirements; Business Models and Services; Business Models and Software; Information Systems Architectures and Paradigms; Data Aspects in Business Modeling and Software Development; Blockchain-Based Business Models and Information Systems; IoT and Implications for Enterprise Information Systems. Each year, a special theme is chosen, for making presentations and discussions more focused. The BMSD 2022 theme is: Information Systems Engineering and Trust.

Download or read book Guide to Literary Agents 30th Edition written by Robert Lee Brewer and published by Penguin. This book was released on 2021-12-14 with total page 321 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Best Resource Available for Finding a Literary Agent, fully revised and updated No matter what you're writing--fiction or nonfiction, books for adults or children--you need a literary agent to get the best book deal possible from a traditional publisher. Guide to Literary Agents 30th edition is your go-to resource for finding that literary agent and earning a contract from a reputable publisher. Along with listing information for more than 1,000 agents who represent writers and their books, the 30th edition of GLA includes: Hundreds of updated listings for literary agents and writing conferences Informative articles on crafting effective queries, synopses, and book proposals (and the agent query tracker) Plus, a 30-Day Platform Challenge to help writers build their writing platforms Includes 20 literary agents actively seeking writers and their writing

Download or read book Machine Reliability and Condition Monitoring A Comprehensive Guide to Predictive Maintenance Planning written by Mohammed Hamed Ahmed Soliman and published by Mohammed Hamed Ahmed Soliman. This book was released on 2020-11-03 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Condition monitoring is the process of keeping an eye on a machine's condition parameter in order to spot any major changes that could be signs of a malfunction developing. It plays a significant role in preventive maintenance and is a major component of predictive maintenance. By combining machine sensor data that detects vibration and other characteristics (in real-time) with cutting-edge machine monitoring software, condition monitoring (CM), a maintenance strategy, anticipates machine health and safety. Predictive Maintenance strategy employs vibration analysis, thermography analysis, ultrasound analysis, oil analysis and other techniques to improve machine reliability. The goal of the strategy is to provide the stated function of the facility, with the required reliability and availability at the lowest cost.

Download or read book Complete Guide to Preventive and Predictive Maintenance written by Joel Levitt and published by Industrial Press Inc.. This book was released on 2003 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: Best practices, mistakes, victories, and essential steps for success.

Download or read book Safety and Health for Engineers written by Roger L. Brauer and published by John Wiley & Sons. This book was released on 2022-08-18 with total page 678 pages. Available in PDF, EPUB and Kindle. Book excerpt: SAFETY AND HEALTH FOR ENGINEERS A comprehensive resource for making products, facilities, processes, and operations safe for workers, users, and the public Ensuring the health and safety of individuals in the workplace is vital on an interpersonal level but is also crucial to limiting the liability of companies in the event of an onsite injury. The Bureau of Labor Statistics reported over 4,700 fatal work injuries in the United States in 2020, most frequently in transportation-related incidents. The same year, approximately 2.7 million workplace injuries and illnesses were reported by private industry employers. According to the National Safety Council, the cost in lost wages, productivity, medical and administrative costs is close to 1.2 trillion dollars in the US alone. It is imperative—by law and ethics—for engineers and safety and health professionals to drive down these statistics by creating a safe workplace and safe products, as well as maintaining a safe environment. Safety and Health for Engineers is considered the gold standard for engineers in all specialties, teaching an understanding of many components necessary to achieve safe workplaces, products, facilities, and methods to secure safety for workers, users, and the public. Each chapter offers information relevant to help safety professionals and engineers in the achievement of the first canon of professional ethics: to protect the health, safety, and welfare of the public. The textbook examines the fundamentals of safety, legal aspects, hazard recognition and control, the human element, and techniques to manage safety decisions. In doing so, it covers the primary safety essentials necessary for certification examinations for practitioners. Readers of the fourth edition of Safety and Health for Engineers readers will also find: Updates to all chapters, informed by research and references gathered since the last publication The most up-to-date information on current policy, certifications, regulations, agency standards, and the impact of new technologies, such as wearable technology, automation in transportation, and artificial intelligence New international information, including U.S. and foreign standards agencies, professional societies, and other organizations worldwide Expanded sections with real-world applications, exercises, and 164 case studies An extensive list of references to help readers find more detail on chapter contents A solution manual available to qualified instructors Safety and Health for Engineers is an ideal textbook for courses in safety engineering around the world in undergraduate or graduate studies, or in professional development learning. It also is a useful reference for professionals in engineering, safety, health, and associated fields who are preparing for credentialing examinations in safety and health.

Download or read book Complete Guide to Human Resources and the Law 2023 Edition IL written by Shilling and published by Wolters Kluwer Law & Business. This book was released on 1998 with total page 1888 pages. Available in PDF, EPUB and Kindle. Book excerpt: