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John R. DiJulius, III Whats the Secret?. To Providing a World-Class Customer Experience


Whats the Secret? gives you an inside look at the world-class customer service strategies of some of todays best companies. Youll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the worlds best customer service providers.

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Marc Benioff Customer Obsessed. A Whole Company Approach to Delivering Exceptional Experiences


Optimize the customer experience via the cloud to gain a powerful competitive advantage Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC report shows that it accounts for less than three percent of total IT spending; why are so many companies neglecting such an enormous asset? This book provides a high-level overview of how the cloud can give you a competitive advantage. Youll learn how to integrate cloud technology into sound customer experience strategy to achieve unprecedented levels of success. More than just a state-of-the-field assessment, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization. Youll examine the many factors that influence the customer experience, and emerge with the insight to fine-tune your approach using the power of the cloud. What kind of advantage is your company leaving on the table? This book guides you through the key drivers of customer success to help you optimize your approach and leverage the future of global technology. Learn the keys to competitive advantage in the digital era Gain insight into each element that affects customer experience Harness the power of the cloud to achieve customer success Follow a prescriptive framework for optimizing customer experience We are in the golden age of IT innovation, but the majority of companies havent even adopted cloud technology, much less begun to utilize its full business capabilities. Jump into the gap now, and reap the benefits as other struggle to catch up. Customer Obsessed gives you the guidance you need to achieve sustainable success in todays digital world.

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Jeff Sauro Customer Analytics For Dummies


The easy way to grasp customer analytics Ensuring your customers are having positive experiences with your company at all levels, including initial brand awareness and loyalty, is crucial to the success of your business. Customer Analytics For Dummies shows you how to measure each stage of the customer journey and use the right analytics to understand customer behavior and make key business decisions. Customer Analytics For Dummies gets you up to speed on what you should be testing. Youll also find current information on how to leverage A/B testing, social medias role in the post-purchasing analytics, usability metrics, prediction and statistics, and much more to effectively manage the customer experience. Written by a highly visible expert in the area of customer analytics, this guide will have you up and running on putting customer analytics into practice at your own business in no time. Shows you what to measure, how to measure, and ways to interpret the data Provides real-world customer analytics examples from companies such as Wikipedia, PayPal, and Walmart Explains how to use customer analytics to make smarter business decisions that generate more loyal customers Offers easy-to-digest information on understanding each stage of the customer journey Whether youre part of a Customer Engagement team or a product, marketing, or design professional looking to get a leg up, Customer Analytics For Dummies has you covered.

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Maria Martinez Customer Success. How Innovative Companies Are Reducing Churn and Growing Recurring Revenue


Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often stuck after purchasing. Therefore, all of the post-sale experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, youll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, youre protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.

2331.98 РУБ

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Greg Iles Spandau Phoenix


The New York Times No.1 bestseller delivers ‘a scorching read’ (John Grisham). One of the great unsolved mysteries of World War II is – to some people – a secret worth killing for…The greatest remaining mystery of World War II will be solved…West Berlin, 1987: Spandau Prison is being torn down. Amongst the rubble, the diary of enigmatic Nazi Rudolph Hess is found, and the secrets it reveals plunge the world into chaos.The Spandau Diary- what was in it? Why did the secret intelligence agencies of every major power want it? Why was a brave and beautiful woman kidnapped and assaulted to get to it? And why did a chain of deception and violent death lash out across the globe, from survivors of the Nazi past to warriors in the new conflict now about to explode?

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Juan Ramirez Handbook of Basel III Capital. Enhancing Bank Capital in Practice


A deeper examination of Basel III for more effective capital enhancement The Handbook of Basel III Capital – Enhancing Bank Capital in Practice delves deep into the principles underpinning the capital dimension of Basel III to provide a more advanced understanding of real-world implementation. Going beyond the simple overview or model, this book merges theory with practice to help practitioners work more effectively within the regulatory framework, and utilise the complex rules to more effectively allocate and enhance capital. A European perspective covers the CRD IV directive and associated guidance, but practitioners across all jurisdictions will find value in the strategic approach to decisions surrounding business lines and assets; an emphasis on analysis urges banks to shed unattractive positions and channel capital toward opportunities that actually fit their risk and return profile. Real-world cases demonstrate successful capital initiatives as models for implementation, and in-depth guidance on Basel III rules equips practitioners to more effectively utilise this complex regulatory treatment. The specifics of Basel III implementation vary, but the underlying principles are effective around the world. This book expands upon existing guidance to provide a deeper working knowledge of Basel III utility, and the insight to use it effectively. Improve asset quality and risk and return profiles Adopt a strategic approach to capital allocation Compare Basel III implementation varies across jurisdictions Examine successful capital enhancement initiatives from around the world There is a popular misconception about Basel III being extremely conservative and a deterrent to investors seeking attractive returns. In reality, Basel III presents both the opportunity and a framework for banks to improve their assets and enhance overall capital – the key factor is a true, comprehensive understanding of the regulatory mechanisms. The Handbook of Basel III Capital – Enhancing Bank Capital in Practice provides advanced guidance for advanced practitioners, and real-world implementation insight.

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Robert Spector The Nordstrom Way to Customer Experience Excellence. Creating a Values-Driven Service Culture


The fully revised and updated edition of the classic book about Nordstroms extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortunes «Best Companies to Work For» and «Most Admired» lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to todays tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. The single most important reason we try to provide great service is this: It enables us to sell more, says co-president Blake Nordstrom, great-grandson of the founder. The best way for our company to achieve results is to do whats best for the customer. In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels

1710.12 РУБ

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Bigwood John A Million Christmas Cats. Festive Felines to Colour


A Million Christmas Cats is a colouring book designed to be the perfect festive gift for lovers of our feline friends. Its humour and adorable charm will appeal to both children and adults, providing an escape from the stresses of the Christmas season to a relaxing world of quirkiness and imagination. Inside are over 30 spreads of unconventional and off-the-wall pussycats, decorated with stress-busting Christmas patterns and motifs. A stunning foiled cover makes this a luxurious yuletide gift.

1078 РУБ

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Jeanne Bliss Chief Customer Officer 2.0. How to Build Your Customer-Driven Growth Engine


A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).

2176.51 РУБ

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Ben Reason Service Design for Business. A Practical Guide to Optimizing the Customer Experience


A practical approach to better customer experience through service design Service Design for Business helps you transform your customers experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers needs and demands, and provides concrete strategy that can be implemented immediately. Youll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

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Jan Karski Story of a Secret State: My Report to the World

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Philip Kotler Managing Customer Experience and Relationships. A Strategic Framework


Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, youll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.

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John Wilkins A Companion to Food in the Ancient World


A Companion to Food in the Ancient World presents a comprehensive overview of the cultural aspects relating to the production, preparation, and consumption of food and drink in antiquity. • Provides an up-to-date overview of the study of food in the ancient world • Addresses all aspects of food production, distribution, preparation, and consumption during antiquity • Features original scholarship from some of the most influential North American and European specialists in Classical history, ancient history, and archaeology • Covers a wide geographical range from Britain to ancient Asia, including Egypt and Mesopotamia, Asia Minor, regions surrounding the Black Sea, and China • Considers the relationships of food in relation to ancient diet, nutrition, philosophy, gender, class, religion, and more

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John Stephenson Shell Shocked. How Canadians Can Invest After the Collapse


As the world picks itself off the mat and begins to grow again, a bull market in all things Canadian is about to wash up on our shores. A wave of unprecedented prosperity is about to occur, one that will transform the fortunes of Canadian investors who understand how the world has dramatically shifted and why Canada will be the biggest beneficiary. High technology companies, banking, residential real estate and, of course, our much-maligned resource sector will all be front and centre in this rising wave of prosperity, driven not by America but by Asia. Shell Shocked turns the conventional investment wisdom on its head by providing compelling evidence that buying all things Canadian is a savvy bet, not a foolhardy gamble. Best yet, the global economic collapse has offered Canadian investors a once-in-a-lifetime opportunity to prosper, while investing right here at home. Rich in detailed, fact-based analysis, Shell Shocked explains what to buy and when to buy it. The world has changed, and so has investing. Shell Shocked is your blueprint for investing success. Written by Bay Street veteran John Stephenson, Shell Shocked pinpoints the links that have brought the world to the brink of economic collapse, and describes how Canadians stand to prosper after the crisis.

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Ron Person Connect. How to Use Data and Experience Marketing Create Lifetime Customers


Connect and engage across channels with the new customers Connect is the ultimate marketing guide to becoming more relevant, effective, and successful within the new marketplace. Written by a team of marketing experts serving Fortune 500 brands, this book outlines the massive paradigm shift currently taking place within the industry, and provides the insight and perspective marketers need to stay on board. Readers will find guidance toward reaching a customer base that sees marketers as an unnecessary annoyance, and strategies for engaging those customers at touch points throughout the customer lifecycle. The books scope encompasses both digital and real-life avenues, discussing the new ways of thinking and the new tools and processes that allow marketers to function in the new era where digital customer experiences are increasingly important. Marketing is undergoing a revolution to rival the impact of Gutenbergs printing press. Customers are in control, with more choice and more access than ever before, and they refuse to be «sold to» or «managed.» Many marketing professionals are flailing for a new strategy while the winners are clearly jumping ahead – Connect takes readers inside the winners world to learn the approach thats engaging the new consumer. Discover the technology and processes that allow marketers to remain relevant Craft a personal, relevant, and accessible customer journey that engages the connected customer Keep in touch throughout the customers life cycle, both online and offline Link digital goals and metrics to business objectives for a more relevant strategy Smart marketers have moved to a higher level that achieves business objectives while increasing relevance to the customer. Connect provides readers a roadmap to this new approach, and the tools that make it work.

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Galsworthy John A Modern Comedy III


John Galsworthy (1867-1933) was an English novelist and playwright. The part of The Forsyte Chronicles tells about a new generation that has arrived to divide the Forsyte clan with society scandals and conflicting passions.

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John Chirillo Hack Attacks Revealed. A Complete Reference with Custom Security Hacking Toolkit


The #1 menace for computer systems worldwide, network hacking can result in mysterious server crashes, data loss, and other problems that are not only costly to fix but difficult to recognize. Author John Chirillo knows how these can be prevented, and in this book he brings to the table the perspective of someone who has been invited to break into the networks of many Fortune 1000 companies in order to evaluate their security policies and conduct security audits. He gets inside every detail of the hackers world, including how hackers exploit security holes in private and public networks and how network hacking tools work. As a huge value-add, the author is including the first release of a powerful software hack attack tool that can be configured to meet individual customer needs.

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Larry Weber The Digital Marketer. Ten New Skills You Must Learn to Stay Relevant and Customer-Centric


Big data. Digital loyalty programs. Predictive analytics. Contextualized content. Are you ready? These are just a few of the newest trends in digital marketing that are part of our everyday world. In The Digital Marketer: Ten New Skills You Must Learn to Stay Relevant and Customer-Centric, digital marketing guru Larry Weber and business writer and consultant Lisa Leslie Henderson explain the latest digital tools and trends used in todays marketing initiatives. The Digital Marketer explains: The ins and outs of this brave new world of digital marketing The specific techniques needed to achieve high customer engagement The modern innovations that help you outperform the competition The best targeting and positioning practices for todays digital era How customer insights derived from big and small data and analytics, combined with software, design, and creativity can create the customer experience differential With the authors decades of combined experience filling its pages, The Digital Marketer gives every marketer the tools they need to reinvent their marketing function and business practices. It helps businesses learn to adapt to a customer-centric era and teaches specific techniques for engaging customers effectively through technology. The book is an essential read for businesses of all sizes wanting to learn how to engage with customers in meaningful, profitable, and mutually beneficial ways.

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John Tanner F. Analytics and Dynamic Customer Strategy. Big Profits from Data


Key decisions determine the success of big data strategy Dynamic Customer Strategy: Big Profits from Big Data is a comprehensive guide to exploiting big data for both business-to-consumer and business-to-business marketing. This complete guide provides a process for rigorous decision making in navigating the data-driven industry shift, informing marketing practice, and aiding businesses in early adoption. Using data from a five-year study to illustrate important concepts and scenarios along the way, the author speaks directly to marketing and operations professionals who may not necessarily be big data savvy. With expert insight and clear analysis, the book helps eliminate paralysis-by-analysis and optimize decision making for marketing performance. Nearly seventy-five percent of marketers plan to adopt a big data analytics solution within two years, but many are likely to fail. Despite intensive planning, generous spending, and the best intentions, these initiatives will not succeed without a manager at the helm who is capable of handling the nuances of big data projects. This requires a new way of marketing, and a new approach to data. It means applying new models and metrics to brand new consumer behaviors. Dynamic Customer Strategy clarifies the situation, and highlights the key decisions that have the greatest impact on a companys big data plan. Topics include: Applying the elements of Dynamic Customer Strategy Acquiring, mining, and analyzing data Metrics and models for big data utilization Shifting perspective from model to customer Big data is a tremendous opportunity for marketers and may just be the only factor that will allow marketers to keep pace with the changing consumer and thus keep brands relevant at a time of unprecedented choice. But like any tool, it must be wielded with skill and precision. Dynamic Customer Strategy: Big Profits from Big Data helps marketers shape a strategy that works.

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Aldo Cundari Customer-Centric Marketing. Build Relationships, Create Advocates, and Influence Your Customers


The practical, expert guide to reaching the new consumer Customer-Centric Marketing is a comprehensive game plan on succeeding in the new marketing landscape by focusing on the customer. Written by one of Canadas top communications pioneers, this book examines the complex forces influencing the rise of empowered and demanding customers and outlines a framework that helps marketers exploit these forces to engage them. Youll find actionable advice to help you pull together these seemingly independent elements to create a customer-centric business model that is ideally positioned to take on the dynamic requirements of todays marketing environment, and learn the strategic rules that CMOs can use to model their organizations to win. Valuable insights on customer experience, innovation, content, social media, and operating strategies will help you formulate a workable plan, and when combined with the practical guidance and expert advice, enable you to put your plan into action today. The new purchasing journey has created a whole new set of customer touch points with unique needs, and has identified key activity areas that drive success or failure in the marketplace. This guide helps you sort it all out, and make your organization rise to the top. Define the new customer-purchasing journey Identify and influence the new consumer Engage, nurture, and utilize brand advocates to spread your message Position your organization to win in the new marketplace As customers evolve, smart companies evolve with them, and, with a track record that speaks for itself, putting the customer at the center of strategic thinking is the key to a winning plan,. Consumer evolution is happening more rapidly than ever before, and keeping your organization out in front has never been more important. Customer-Centric Marketing provides the concrete framework, expert insight, and actionable advice that turns strategy into reality.

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John Klymshyn How to Sell Without Being a JERK!. The Foolproof Approach the Worlds Second Oldest Profession


In this practical, enlightening guide, master salesman John Klymshyn reveals how you can be assertive and effective without rubbing people the wrong way or fulfilling the stereotype of the jerk salesperson. He detonates traditional sales methods and replaces them with modern techniques for reading customer behavior and regulating your own behavior to make more sales without having to get pushy. If you want to sell more and be a nicer person, this is an ideal sales resource.

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Bruce Loeffler The Experience. 5 Principles of Disney Service and Relationship Excellence


Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience ­– the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles – Impression, Connection, Attitude, Response, and Exceptionals – give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the «customer experience» should be for your company, and the changes required to make it happen. The Walt Disney Company is the most recognized name in the world for customer service. The «Disney Experience» draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others. Find «the experience» and what it means to the Organization Learn the five levels of experience, and why most companies fail at it Identify service problems that face every company in the marketplace Utilize the Experience Quotient and apply the I. C.A.R.E. principles Learn how to convert customers to ambassadors who share their story with others Customers are the lifeblood of business. A great product offering isnt enough in todays marketplace, where everyones looking for an experience.” Imagine the kind of value a Disney-level customer experience could bring to your organization. The Experience is a guide to getting there, from an insiders perspective.

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Scott Mariani Conspiracy Thriller 4 E-Book Bundle


Four addictive conspiracy thrillers at a bargain price.In The Sacred Sword, hero Ben Hope is transported back to the days of Jesus Christ and a buried secret that has staggering implications for the world as we know it.The Istanbul Puzzle is the story of a deadly secret buried deep under Istanbul. Can Sean Ryan unlock the secret before death and destruction are unleashed?When fragments of stone are found in Egypt in The Moses Legacy, language expert Daniel Klein is called upon to decipher their mysterious ancient script. But there are others who are determined to prevent the stone’s explosive origins from being revealed, whatever the cost …The 13th Apostle is a religious conspiracy thriller where the stakes are high. Just one man can crack the code to the greatest mystery the world has ever known, if he survives …

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Dennis Snow Unleashing Excellence. The Complete Guide to Ultimate Customer Service


A step-by-step guide to designing and implementing an amazing customer service culture In todays competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. Its not always clear what works and what doesnt, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your companys individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine «leadership actions» that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organizations customer service practices from good to great, Unleashing Excellence is the key.

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Peter Fisk Customer Genius


Hello, I am your customer. Do you see the world like I do? Its simple really. Start with me and everything else follows. Together we can do extraordinary things. Are you ready? 10 building blocks, 30 practical tools, 50 inspirational stories. From Amazon to Banyan Tree, Quintessentially to Zipcars, explore 50 of the worlds leading customer businesses. The rise of Air Asia, and the collaboration of Boeing; the segmented focus of Club Med, and the customer vision of Disney; the imagination of Camper, and the desire for the Nintendo Wii; the realism of Dove, and the tribal loyalty of Harley Davidson. The genius of a customer-centric business is that it works from the outside in. It attracts, serves and retains the best customers as its route to profitability and growth. Isnt it about time you started doing business from the outside in?

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Jeb Blount People Love You. The Real Secret to Delivering Legendary Customer Experiences


What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience – something they remember. When they have a negative experience, they tend to vote with their feet (and their wallets) and head straight to your competitors. When customers have positive emotional experiences, it anchors them to your brand, your product or service, and ultimately to you. In the twenty-first century, competitive advantages derived from unique products are services are short-lived because competitors are able to quickly and easily duplicate or match your offering. Likewise a focus on customer satisfaction and loyalty will no longer give you the competitive edge. Delivering a legendary customer experience has emerged as the single most important competitive advantage for companies across all industries. In People Love You you’ll learn the real secrets of customer experience including: 7 Essential Principles of Customer Engagement 5 Levers for Creating a Legendary Customer Experience The Secret to Bridging the Experience Gap How to Leverage the Pull Strategy to become a Trusted Advisor 2 Most Important Rules for Dealing with Pissed-off Customers In a hypercompetitive, global marketplace protecting your company’s customer base, the lifeblood of your business, must become your number one priority. The rubber hits the road with account managers, project managers, sales professionals, and customer service professionals—the people most connected to customers—who are on the frontlines of customer experience. They build unique and enduring emotional connections with customers that creating long-term revenue and profit streams. In People Love You, human relationship guru, Jeb Blount, gives you a powerful playbook for interacting with customers in a way that creates deep, enduring, visceral connections that withstand relentless economic and competitive assaults.

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Igor Vladimirovich Molchanov INSIGHT is the time of your magic


The book is about the secret Power of man. A book that will open the world of magic to readers. The narrative leads the student of the Secret School. This School is in every person.

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Frank Eliason At Your Service. How to Attract New Customers, Increase Sales, and Grow Business Using Simple Customer Service Techniques


A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it. Explains how to create a culture of empowered employees who understand the value of a great customer experience Advises on the need to communicate that experience to their customers and potential customers Frank Eliason, recognized by BusinessWeek as the most famous customer service manager in the US, possibly in the world, has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.

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Andrew Crofts Secret Child


The shocking true story of a young boy hidden away from his family and the world in a Catholic home for unmarried mothers in 1950s Dublin.Born an unfortunate onto the rough streets of 1950s Dublin, this is the incredible true story of a young boy, a secret child born into a home for unmarried mothers in 1950s Dublin and a mother determined to keep her child, even if it meant hiding him from her own family and the rest of the world.Despite the poverty, hardship and isolation, the pride and hope of a community of women who banded together to raise their children would give this boy his chance to find his real family.A wonderfully heartwarming and evocative tale of working class life in 1950s Dublin and 1960s London.

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Anna Efimenko Eight knots


Hiding in a village cut off from the outside world, a pagan community has strict laws established by a druid, where disobedience is penalized by death. A young man, Pagey, an orphan raised by a beekeeper, lives a life according to the rules like every-one else until strangers appear in the village. The world ceases to be the same. Within a year, from Samhain to Samhain, Pagey changes, revealing and realizing macabre mysteries of this miniature ‘Paradise’ and the secret of his birth.

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You Have to Stop This (Secret Series)


The finale to the New York Times bestselling Secret Series! I always feared this day would come. A secret is meant to stay secret, after all. And now weve come to this: the fifth and final (I swear!) book in my saga of secrets. A class trip to the local natural history museum turns dangerous, or perhaps deadly--and I dont mean in the bored-to-death way--when Cass accidentally breaks a finger off a priceless mummy. Forced to atone for this crime of vandalism, Cass and her friends Max-Ernest and Yo-Yoji go to work for the mummy exhibits curator, only to be blamed when tragedy strikes. To clear their names--and, they hope, to discover the Secret--the trio must travel deep into a land of majestic pyramids, dusty tombs, mysterious hieroglyphs, and the walking dead. Egypt? Or somewhere much stranger . . . In the midst of it all, the Secret still lurks. Youre out there, reading and talking about it, and now my life--and chocolate supply--is in the greatest danger yet. So please, with a cherry on top, Im begging you: you have to stop this!

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Kelly McDonald Crafting the Customer Experience For People Not Like You. How to Delight and Engage Customers Your Competitors Dont Understand


Deliver a better business experience, for every kind of customer A «one-size fits all» approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organizations customer service. Its an empowering thought. Customer service is 100% in your control at all times and its more important than ever.

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