"Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them? Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. Bu…
Including case studies from innovative companies that are already driving customer engagement; learning and skill development; and employee motivation with Loyalty 3.0 methods; this book reveals how to use behavioral economics; big data; social media; and gamification to inspire…
"The supply base represents a wealth of opportunity that can bring significant value to an organization's brand value, competitive position and future security. This book discusses the process of Supplier Relationship Management (SRM) - a discipline used to strategically plan an…
Over the past several years, leading companies have entered a period of marketing and operational convergence, or intersection. During this time, those of us who actively follow, and consult in, such trends are witnessing significant multichannel media application (and resultant…
"The purpose of this book is to develop the concepts of the Twelve Pillars, which support the Six Sigma improvement process; tie this to both the Malcolm Baldridge National Quality Award and Lean; and then to cover the areas that should be considered during the implementation of…
"Don't fight for customers, let them fight over you!Have you ever queued for a restaurant? Pre-ordered something months in advance? Fought for tickets that sell out in a day? Had a hairdresser with a six-month waiting list? There are people who don't chase clients, clients chase…
"The authors explore the act of leading in libraries, with a focus on the acts and behaviors that manifest. They also explore how such actions are derived from individual interactions with others, and how they impact a larger organization. Consideration is given to the value of …
J. Robert Rossman and Mat Duerden present a comprehensive and accessible introduction to experience design. They synthesize the fundamental theories and methods from multiple disciplines and lay out a process for designing experiences from start to finish.
Marketing plans: what to know and do to make a successful plan
by Linton, Ian
fromBrilliant
"Fanatical Prospecting gives salespeople, sales leaders, entrepreneurs, and executives a practical, eye-opening guide that clearly explains the why and how behind the most important activity in sales and business development—prospecting.The brutal fact is the number one reason f…
Web designer cherche client idéal
by Monteiro, Mike, Robert, Charles,, traducteur)
fromA Book apart
La 4e de couv. indique : "Le secret de réussite d'un design web réside dans une implication égale et un partenariat harmonieux entre l'équipe de design et son client. Pourtant, pour la plupart des gens qui font appel au service d'un web designer, le processus de création reste u…