Search Results for customer services

Customer-centered telecommunications services marketing / Karen G. Strouse.

2024-05-08T20:52:04Z

by Strouse, Karen G.
Call Number 384.0430688 22
Publication Date 2004
Summary Annotation "Offering a strategy based on customer-centered marketing, this resource helps professionals assess their company's market potential and target desirable segments successfully. Readers gain practical insight in evaluating their present customer base and learn the best ways to adjust their marketing strategies to eliminate unprofitable customers and attract high-value replacements. Moreover, the book helps planners and managers become attuned to customer demand and presents a service portfolio with a high potential for success."--BOOK JACKET. Title Summary field provided by Blackwell North America, Inc. All Rights Reserved.
Format: Electronic Resources
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Inside Your Customer's Imagination : 5 Secrets for Creating Breakthrough Products, Services, and Solutions.

2024-05-08T20:52:04Z

by Bell, Chip R.
Call Number 658.8343
Publication Date 2020
Format: Electronic Resources
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Quality of Experience Engineering for Customer Added Value Services [electronic resource] : From Evaluation to Monitoring

2024-05-08T20:52:04Z

by Mellouk, Abdelhamid.
Call Number 658.812
Publication Date 2014
Summary The main objective of the book is to present state-of-the-art research results and experience reports in the area of quality monitoring for customer experience management, addressing topics which are currently important, such as service-aware future Internet architecture for Quality of Experience (QoE) management on multimedia applications. In recent years, multimedia applications and services have experienced a sudden growth. Today, video display is not limited to the traditional areas of movies and television on TV sets, but these applications are accessed in different environments, with
Format: Electronic Resources
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Customer-Driven Transformation : How Being Design-Led Helps Companies Get the Right Services to Market.

2024-05-08T20:52:04Z

by Heapy, Joe.
Call Number 658.812
Publication Date 2018
Summary Transform your company's value proposition by using design thinking to instigate organisational change and creating winning services with this actionable guide.
Format: Electronic Resources
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Reaching the interactive customer [electronic resource] : integrated services for the digital world / Mai-lan Tomsen, Ron Faith.

2024-05-08T20:52:04Z

by Tomsen, Mai-lan.
Call Number 658.84 21
Publication Date 2003
Summary Through either direct exposure or media coverage of the online world, consumers have built certain expectations around interactivity. Activities like email, chat, and web browsing reinforce popular understanding how people use electronic devices to 'talk', 'find' and 'see' what's happening in the world around them. Reaching The Interactive Customer describes how these consumer expectations of interactivity impact and shape the new generations of 'connected' personal electronics. Reaching the Interactive Customer provides critical information for business professionals who want to understand a 'connected world', linking businesses, customers, and service providers. It describes how the audience for interactive services has evolved and what that audience is looking for in consumer devices. This book also appeals to anyone who works on or is interested in Web-based technology because it paints a clear picture of how interactivity is evolving from the Internet to the next generation of interactivity with phones and televisions.
Format: Electronic Resources
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Summary [electronic resource] : New Strategies for Today's Customer-Driven Economy

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.812
Publication Date 2014
Summary This work offers a summary of the book "MOMENTS OF TRUTH: New Strategies for Today's Customer-Driven Economy" by Jan Carlzon.A company is defined in the minds of its customers as the composite total of every moment of truth - those short periods when the customer interacts with the company or one of its employees. According to Jan Carlzon, former President and CEO of the Scandinavian Airlines Group, the best approach to delivering consistently high-quality moments of truth lies in building a customer-driven company. In Moments of Truth, Carlzon explains the six essential characteristics of th
Format: Electronic Resources
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Digital Technology in Service Encounters : Effects on Frontline Employees and Customer Responses.

2024-05-08T20:52:04Z

by Christ-Brendemühl, Sonja, author.
Call Number 658.812 CHR
Publication Date 2022
Format: Electronic Resources
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Designing Service Excellence [electronic resource] : People and Technology

2024-05-08T20:52:04Z

by Hunt, Brian.
Call Number 658.812
Publication Date 2014
Summary Service: Definitions and AttributesToward a Definition of ServiceFundamentals of a Service EncounterKey Components of ServiceService and Service ManagementTransfer of OwnershipService Requires an Immediate UserService Processes Differ from Manufacturing ProcessesManufacture and Delivery of Products Are Separatedby Time and Space Service Provision Is Personal and ImmediateService Is Emotional Service and TrustEndnotesService and Moments of Truth Service and the Moment of Truth Service as Serial Moment
Format: Electronic Resources
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Managing Service Quality [electronic resource] : Selected Papers from the QUIS-11 Symposium

2024-05-08T20:52:04Z

by Kandampully, Jay.
Call Number XX(155928.1)
Publication Date 2010
Format: Electronic Resources
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Customers for Life : How to Turn That One-Time Buyer into a Lifetime Customer.

2024-05-08T20:52:04Z

by Sewell, Carl.
Call Number 658.812
Publication Date 2009
Format: Electronic Resources
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Customer service for tourism and hospitality [electronic resource] / Simon Hudson, Louise Hudson.

2024-05-08T20:52:04Z

by Hudson, Simon
Call Number 647.94068 HUD
Publication Date 2012
Summary Provides the 'whys' and 'hows'of customer service. Easy to read, very current, and full of references to all the latest research. Chapters cover financial and behavioural consequences of customer service, consumer trends, developing and maintaining a service culture, managing service encounters, CRM and much more.
Format: Electronic Resources
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2013 Naples Forum on Service and its efforts to advance service theory and practice [electronic resource].

2024-05-08T20:52:04Z

by Sigala, Marianna.
Call Number 658.812
Publication Date 2015
Summary The Naples Forum on Service is a biennial research conference. The three past forums have been characterized by original and stimulating discussions upon the forum themes with the three scientific pillars represented by Service Dominant logic, Network & Systems Theory and Service Science (look for updates at www.naplesforumonservice.it). The environment, the organization and forum settings have been designed to favor co-creation and to foster concrete debate upon service advances in a rigorous but creative manner. The Naples Forum on Service spirit has been granted attention worldwide and the
Format: Electronic Resources
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Delivering knock your socks off service / Ron Zemke, with Bobette Hayes Williamson.

2024-05-08T20:52:04Z

by Zemke, Ron.
Call Number 658.81207 22
Publication Date 2001
Summary Create a service advantage with the help of customer service guru Ron Zemke. In practical, easy-to-follow steps, learn trusted techniques and positive approaches that will inspire you to believe in the value of customer care and give you the skills and style to deliver it. This book takes these winning concepts to a new level with interactive features that enable you to turn the Knock Your Socks Off Service advantage to a competitive advantage in your own workplace. You will learn how to: See things from the customer's point of view Meet customer expectations and satisfy their needs Create.
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Service Encounters in Tourism, Events and Hospitality : Staff Perspectives.

2024-05-08T20:52:04Z

by Firth, Miriam.
Call Number 338.4791 FIR
Publication Date 2020
Summary This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. It hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. Each chapter includes learning objectives, questions and summaries.
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Quality Services and Experiences in Hospitality and Tourism / editors, Liping A. Cai, Pooya Alaedini.

2024-05-08T20:52:04Z

by Cai, Liping A., editor.
Call Number 658.812 QUA
Publication Date 2018
Summary This book offers conceptual discourse, empirical evidence, application of existing and emerging theories, and implication of practical findings. It discusses the perspectives of both providers and recipients of quality services across a wide spectrum of hospitality and tourism sectors.
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Passion for service excellence [digital videorecording].

2024-05-08T20:52:04Z

Call Number TR DVD 658.812 PAS
Publication Date 2009
Format: Books

Customer service [digital videorecording] : how to make customers feel good.

2024-05-08T20:52:04Z

Call Number TR DVD 658.812 CUS
Publication Date 2009 2008 2007 2006 2005
Summary This program features the seven service skills. These are the basic courtesies and people skills that makes customer feel important, appreciated and understood.
Format: Other

Customer Service Intelligence [electronic resource].

2024-05-08T20:52:04Z

by Van Der Wagen, Merilynn Van Der.
Call Number 658.812
Publication Date 2012
Summary Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer's toolkit. Concepts such as: emotional intelligence behaviour modification role modelling dimensions of procedure and conviviality expectancy theory socio-cultural concepts of (service) community customer service as dynamic 'object' in activity theory Zen
Format: Electronic Resources
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Telephone skills [digital videorecording].

2024-05-08T20:52:04Z

Call Number TR DVD 658.812 TEL
Publication Date 2002
Summary People really appreciate knowledgeable and skilled, real and live telephone representatives. This video discusses proper telephone etiquette.
Format: Other

Customer Service.

2024-05-08T20:52:04Z

by Machado, Ricardo, author.
Call Number 658.812 MAC
Publication Date 2015
Summary In today's globalised and digital world, consumers can move from one retailer to the next across the world at the click of a button. Online access and social media mean that consumers are more market savvy, more informed and more discerning than ever before. What brings them back is an enhanced shopping experience, and key to this is good customer service. More and more marketers are focusing on retaining their customer base or trying to erode their competitor's customer base through better customer service. After all, happy customers are repeat customers and become advocates for the business.
Format: Electronic Resources
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Dealing with difficult customers [digital videorecording].

2024-05-08T20:52:04Z

by Video Education Australasia.
Call Number TR DVD 658.3145 DEA
Publication Date 2004
Summary Explains how to deal with difficult customers. Various role plays are included and interviews with professionals in the customer service industry.
Format: Other

Professional appearance [digital videorecording].

2024-05-08T20:52:04Z

Call Number TR DVD 658.812 PRO
Publication Date 2002
Summary Highlights the importance of dressing for the job as well as a clean and neat appearance, regardless of the workplace setting.
Format: Other

Tricky customers [digital videorecording] : how to stay cool under pressure.

2024-05-08T20:52:04Z

Call Number TR DVD 658.812 TRI
Publication Date 2006
Summary This program gives a simple plan for dealing with tricky customers. Many behaviours qualify as tricky. Customers may be impatient, rude, ungrateful, complaining or just hard to please. The behaviour that most people find hard to manage is the angry or irate customer. This program shows how easy it is for the service giver to be drawn into an argument. The focus then moves from the issue at hand to who is going to win or lose. Take the H.E.A.T. is a simple plan for dealing with angry or irate customers. Hear them out, Empathise, Apologise, Take action. The techniques in this program will have a positive influence on most tricky customers. They will feel they are being dealt with professionally and the service giver will know they have done their best. This combination will secure the best outcome.
Format: Other

The wonderful world of customer service at Disney / by J. Jeff Kober.

2024-05-08T20:52:04Z

by Kober, J. Jeff (James Jeff)
Call Number 658.812 KOB
Publication Date 2009
Format: Books

An Introduction to Service Design : Designing the Invisible.

2024-05-08T20:52:04Z

by Penin, Lara.
Call Number 658.812
Publication Date 2018
Format: Electronic Resources
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Designing Service Processes to Unlock Value, Second Edition.

2024-05-08T20:52:04Z

by Field, Joy M.
Call Number 658.81200000000001
Publication Date 2016
Format: Electronic Resources
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Customer Satisfaction.

2024-05-08T20:52:04Z

by Ahmad, Hartini.
Call Number 658.812
Publication Date 2014
Format: Electronic Resources
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Customer Service In An Instant : 60 Ways to Win Customers and Keep Them Coming Back.

2024-05-08T20:52:04Z

by Bailey, Keith.
Call Number 658.812
Publication Date 2008
Format: Electronic Resources
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Love thy customer : creating delight, preventing dissatisfaction, and pleasing your hardest-to-please customers / Rick Brinkman and Rick Kirschner.

2024-05-08T20:52:04Z

by Brinkman, Rick.
Call Number 658.812 BRI
Publication Date 2006
Format: Books

Service Habits : Small Steps to Strengthen the Relationships with People You Serve.

2024-05-08T20:52:04Z

by Scammell, Jaquie.
Call Number 658.81200000000001
Publication Date 2020
Format: Electronic Resources
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Professional hospitality : an introduction / Lynn Van Der Wagen.

2024-05-08T20:52:04Z

by Van der Wagen, Lynn.
Call Number 647.94 VAN
Publication Date 1996
Format: Books

Commendable customer service [digital videorecording].

2024-05-08T20:52:04Z

by Iacono, Paul.
Call Number TR DVD 658.812 COM
Publication Date 2005
Summary Everyone talks about "customer service." What is it? As the frontline employee, the customer service representative is the most valuable and visible person to the customers - the one they go to first for every type of information and assistance. Viewers will see how to provide exceptional customer service with a smile, a professional appearance, and a positive attitude. It covers the basics - fielding questions, solving problems, cheerfully responding to customer requests - and much more.
Format: Other
Publisher description and instructor's guide http://www.meridianeducation.com/id/5698/Commendable_Customer_Service.htm

Telephone courtesy & customer service [electronic resource] : be your company's lifeline to customers / Lloyd C. Finch.

2024-05-08T20:52:04Z

by Finch, Lloyd C.
Call Number 658.812 22
Publication Date 2009
Format: Electronic Resources
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F-Notes : Facilitation for Quality.

2024-05-08T20:52:04Z

by Owens, Tracy.
Call Number 905
Publication Date 2020
Format: Electronic Resources
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Designing Service Processes to Unlock Value, Third Edition.

2024-05-08T20:52:04Z

by Field, Joy.
Call Number 658.812
Publication Date 2020
Format: Electronic Resources
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Service Excellence in Organizations : Eight Key Steps to Follow and Achieve It.

2024-05-08T20:52:04Z

by Urquhart, Fiona.
Call Number 658.812
Publication Date 2019
Format: Electronic Resources
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Service Excellence in Organizations : Eight Key Steps to Follow and Achieve It.

2024-05-08T20:52:04Z

by Urquhart, Fiona.
Call Number 658.812
Publication Date 2018
Format: Electronic Resources
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Marketing Masters : Ready, Set, Grow Your Market.

2024-05-08T20:52:04Z

by Pheiff, Connie.
Call Number 658.8
Publication Date 2015
Format: Electronic Resources
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101 ways to build better relationships with your customers [electronic resource] / Peter R. Garber.

2024-05-08T20:52:04Z

by Garber, Peter R.
Call Number 658.812 21
Publication Date 2007
Format: Electronic Resources
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Performance Research Associates' Delivering knock your socks off service.

2024-05-08T20:52:04Z

by Zemke, Ron.
Call Number 658.812 21
Publication Date 2003
Format: Electronic Resources
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Service Excellence : Creating Customer Experiences that Build Relationships.

2024-05-08T20:52:04Z

by Bolton, Ruth N.
Call Number 658.81200000000001
Publication Date 2016
Format: Electronic Resources
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The New Customer Experience Management : Why and How the Companies of the Future Address Their Customers' Needs Proactively.

2024-05-08T20:52:04Z

by Yorgov, Ivaylo.
Call Number 658.812
Publication Date 2022
Format: Electronic Resources
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Service Supply Chain Systems : A Systems Engineering Approach.

2024-05-08T20:52:04Z

by Choi, Tsan-Ming.
Call Number XX(280245.1)
Publication Date 2016
Format: Electronic Resources
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Summary of Horst Schulze's Excellence Wins.

2024-05-08T20:52:04Z

by Media, IRB.
Call Number 658.3
Publication Date 2022
Format: Electronic Resources
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Magnetic service : secrets for creating passionately devoted customers / Chip R. Bell and Bilijack R. Bell.

2024-05-08T20:52:04Z

by Bell, Chip R.
Call Number 658.812 BEL
Publication Date 2003
Format: Books

Communication in tourism & hospitality : meeting the world in the workplace / Lynn Van Der Wagen.

2024-05-08T20:52:04Z

by Van der Wagen, Lynn.
Call Number 338.4791 VAN
Publication Date 1997
Format: Books

Calming upset customers [electronic resource] : stay in control-- in any situation / Rebecca L. Morgan.

2024-05-08T20:52:04Z

by Morgan, Rebecca L.
Call Number 658.812 22
Publication Date 2009
Format: Electronic Resources
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Take Their Breath Away [electronic resource] : How Imaginative Service Creates Devoted Customers

2024-05-08T20:52:04Z

by Bell, Chip R.
Call Number 658.812
Publication Date 2009
Summary Praise for Take Their Breath Away ""Are you bored? We're so spoiled that when something is merely good enough, we just walk away. Chip and John explain that the surefire method for growth and customer loyalty is simple: don't be boring.""-Seth Godin, author of Purple Cow and Tribes ""Take Their Breath Away shows how legendary customer service delivery can win and keep devoted customers for life. I LUV this fantastic book.""-Colleen Barrett, President Emeritus, Southwest Airlines Company ""No one knows more about creating profit through se
Format: Electronic Resources
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SuperSTAR customer service [electronic resource] : it's all about C.A.R.E. / Rick Conlow, Doug Watsabough.

2024-05-08T20:52:04Z

by Conlow, Rick.
Call Number 658.81 22
Publication Date 2009
Format: Electronic Resources
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Step up and Lead [electronic resource].

2024-05-08T20:52:04Z

by Viscuso, Frank.
Call Number 658.4092
Publication Date 2013
Format: Electronic Resources
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Customer Service Marketing : Managing the Customer Experience.

2024-05-08T20:52:04Z

by Torres, Edwin N.
Call Number 658.812
Publication Date 2022
Format: Electronic Resources
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The Ultimate Online Customer Service Guide [electronic resource] : How to Connect with your Customers to Sell More!

2024-05-08T20:52:04Z

by Collier, Marsha.
Call Number 658.8
Publication Date 2010
Summary 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 customer
Format: Electronic Resources
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Fish! tales : real-life stories to help you transform your workplace and your life / Stephen C. Lundin, John Christensen, and Harry Paul with Philip Strand.

2024-05-08T20:52:04Z

by Lundin, Stephen C., 1941-
Call Number 658.314 LUN
Publication Date 2002
Format: Books

Branded customer service : the new competitive edge / Janelle Barlow and Paul Stewart.

2024-05-08T20:52:04Z

by Barlow, Janelle, 1943-
Call Number 658.812 22
Publication Date 2004
Summary The author of the bestselling "A Complaint Is a Gift" explores building band equity through enhanced and focused customer service.
Format: Electronic Resources
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Summary : Review and Analysis of Hiebeler, Kelly and Ketteman's Book.

2024-05-08T20:52:04Z

by BusinessNews Publishing, BusinessNews.
Call Number 658.812
Publication Date 2013
Summary Complete summary of Robert Hiebeler, Thomas Kelly and Charles Ketteman's book: "Best Practices: Building Your Business With Customer-Focused Solutions" . This summary of the ideas from Robert Hiebeler, Thomas Kelly and Charles Ketteman's book "Best Practices" shows a research project to identify specifically what world-class companies do better than anyone else. Six business processes were identified and labeled ''best practices" because they represent the optimum way for companies to achieve extraordinary results. Taken together, these six business processes combine in a total commitment to and focus on the customer. Best-practice companies vigorously attempt to understand markets, form close associations with customers, design, market and deliver products that customers want. In the process, best-practice companies provide unequaled levels of service to their customers. When everything in the company is focused on learning and responding to what the customer wants, world-class performance can be achieved. Added-value of this summary:  â¢ Save time â¢ Understand the key concepts  â¢ Increase your business knowledge  To learn more, read "Best Practices" and learn from the best companies.
Format: Electronic Resources
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Delivering knock your socks off service [electronic resource] / Performance Research Associates.

2024-05-08T20:52:04Z

by Performance Associates, Inc.
Call Number 658.812 22
Publication Date 2007
Format: Electronic Resources
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Positively Outrageous Service : How to Delight and Astound Your Customers and Win Them for Life.

2024-05-08T20:52:04Z

by Gross, T. Scott.
Call Number 658.812
Publication Date 2016
Summary In today's tough economy, cutting prices and providing good service aren't enough. To be truly successful, innovative businesspeople must learn the art of Positively Outrageous Service (POS)--doing the unexpected unexpectedly and giving the customer more than he or she could hope for. POS put customer service guru T. Scott Gross on the map in the early 1990s. In this revised third edition, he contemporizes his work by examining what's wrong in the service industry today and how to turn those negatives into POS. In his signature, slightly irreverent, but always insightful style, he shows managers at every level of the service industry how to: Build a customer base by following the four key principles of promotions--have fun, get people to your store, get people involved with your product, and do something good for others Hire the right people and show them the fundamentals of POS Energize and obtain the most creativity out of employees Win over customers when mistakes happen, no matter who is at fault POS is not just a way of doing business, according to Gross; it's also a state of mind and the key to success in the twenty-first century. T. Scott Gross is a consumer advocate whose client roster for consulting, training, and speaking reads like a who's who of the Fortune 500. Countless businesses, including Southwest Airlines, FedEx, McDonald's, Sears, and Wal-Mart, have asked him to motivate the troops at sales meetings and conferences worldwide. Allworth Press, an imprint of Skyhorse Publishing, publishes a broad range of books on the visual and performing arts, with emphasis on the business of art. Our titles cover subjects such as graphic design, theater, branding, fine art, photography, interior design, writing, acting, film, how to start careers, business and legal forms, business practices, and more. While we don't aspire to publish a New York Times bestseller or a national bestseller, we are deeply committed to quality books that help creative professionals succeed and thrive. We often publish in areas overlooked by other publishers and welcome the author whose expertise can help our audience of readers.
Format: Electronic Resources
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Service Chain Management [electronic resource] : Technology Innovation for the Service Business

2024-05-08T20:52:04Z

by Voudouris, Christos.
Call Number 658.812
Publication Date 2007
Summary Service chain management enables service organisations to improve customer satisfaction and reduce operational costs through intelligent and optimised forecasting, planning and scheduling of the service chain, and its associated resources such as people, networks and other assets. The area is quite broad, covering field force and workforce automation, network and asset planning and also aspects of, customer relationship management, human resources systems and enterprise resource planning. Furthermore, it addresses the key challenge of how all these technologies and systems are integrated into
Format: Electronic Resources
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Service Design for Business : A Practical Guide to Optimizing the Customer Experience.

2024-05-08T20:52:04Z

by Reason, Ben.
Call Number 658.812
Publication Date 2015
Format: Electronic Resources
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The Discourse of Customer Service Tweets : Planes, Trains and Automated Text Analysis.

2024-05-08T20:52:04Z

by Lutzky, Ursula.
Call Number 658.812
Publication Date 2021
Format: Electronic Resources
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Better Customer Service : Simple Rules You Can Apply Today / Edward C. Brewer and Terence L. Holmes.

2024-05-08T20:52:04Z

by Brewer, Edward C., author.
Call Number 658.812 BRE
Publication Date 2021
Summary This readable and concise research-based book discusses seven simple rules that will help businesses and individuals improve their customer satisfaction and workplace environments - and make the world a little better and more pleasant. An author team with extensive cross-sector experience provides a foundation that will help improve customer service no matter the type of organization or situation, allowing customization according to industry standards and expectations. Although the basic steps are simple - going all the way back to preschool and kindergarten - they can have a significant positive impact on customer service and on basic human interaction. If an employee follows these simple steps, not only will relationships with customers improve, but so will relationships with co-workers, increasing overall organizational satisfaction. Readers who adopt the principles in this book may find that their personal relationships improve as well. The primary audience of this work includes any business that desires to improve customer service. However, anyone who works with people will appreciate the conversational tone and specific illustrative examples in this clear and immediately actionable book.
Format: Electronic Resources
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Effective Client Management in Professional Services : How to Build Successful Client Relationships.

2024-05-08T20:52:04Z

by Berkovi, Jack.
Call Number 658.812
Publication Date 2014
Summary How do firms become Client-centric? Effective Client Management in Professional Services is about putting the Client first, everywhere, in the activities of professional services firms. The book introduces The Client Management Model to enable firms to assess their level of Client orientation and relationship development. It also features The Client Management Index which enables firms to benchmark their result against their peers. Many firms are still developing and improving their commercial structures and approaches to attract, develop and retain Clients. Characteristically, professional services firms tend to lag their consumer goods and service industry counterparts in overall commerciality. Only recently have they discovered the value of having a strong brand promise with the associated employee engagement. In many firms achievement of Client satisfaction is not a strategic objective; this may need to be reviewed. This book provides a comprehensive, pragmatic guide to the Client relationship journey, from identifying potential Clients to their engagement, care, retention, development, loyalty and beyond. The handbook format has exercises and tools which can help to establish which Clients are likely to be the most lucrative and thus provide the desired financial returns. The book also includes insights from top practitioners, anecdotes, case studies, charts and useful exercises and checklists. Readers can also determine their own level of effectiveness using the end of chapter reviews and a diagnostic tool to produce a Client Management Profile.
Format: Electronic Resources
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Managing knock your socks off service [electronic resource] / by Chip R. Bell and Ron Zemke.

2024-05-08T20:52:04Z

by Bell, Chip R.
Call Number 658.812 BEL
Publication Date 2013
Summary The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas.
Format: Electronic Resources
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No Forms. No Spam. No Cold Calls : The Next Generation of Account-Based Sales and Marketing.

2024-05-08T20:52:04Z

by Conant, Latané.
Call Number 658.812
Publication Date 2022
Format: Electronic Resources
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Digital Customer Service : Transforming Customer Experience for an on-Screen World.

2024-05-08T20:52:04Z

by DeLisi, Rick.
Call Number 658.812
Publication Date 2021
Format: Electronic Resources
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One Size Never Fits All [electronic resource] : Business Development Strategies Tailored for Women (And Most Men)

2024-05-08T20:52:04Z

by Reeves, Arin N.
Call Number 658.4
Publication Date 2014
Summary Women still are not rising to top leadership positions. Dr. Arin Reeves discovered that women often are more successful in the early stages of business development (networking, establishing relationships), but are blocked by the final stage-asking for business. This compelling book offers a series of alternative approaches that both firms and individual professional women can adopt and institute. The advice in this book can finally propel women to the top of firms in numbers equal to their male counterparts. 
Format: Electronic Resources
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Creating a Service Culture in Higher Education Administration.

2024-05-08T20:52:04Z

by Martinez, Mario C.
Call Number 378.1010973
Publication Date 2013
Format: Electronic Resources
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Modern Day Selling [electronic resource] : Unlocking your hidden potential

2024-05-08T20:52:04Z

by Barfield, Brian.
Call Number 658.85
Publication Date 2012
Summary Modern Day Selling is designed to help sales associates find a greater success. Over the years the world has evolved. Unfortunately, the styles and concepts of sales training have not. As greed set in we began to train our sales associate improperly on ways to trick and manipulate our customers. This has created a separation between sales associates and customers. This book is designed to help reconnect them.
Format: Electronic Resources
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Service Business Development [electronic resource] : Strategies for Value Creation in Manufacturing Firms

2024-05-08T20:52:04Z

by Fischer, Thomas.
Call Number 658.4012
Publication Date 2012
Summary A thorough overview of the strategies available for value creation through service business development.
Format: Electronic Resources
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Managing knock your socks off service / Chip R. Bell and Ron Zemke ; illustrations by John Bush.

2024-05-08T20:52:04Z

by Bell, Chip R.
Call Number 658.812 22
Publication Date 2007
Summary In today's high-speed economy, the organizations that come out on top are those that service customers best. Serve customers ""about as good as anybody else"" and you wont be serving them for long! Serve them with distinction, and they will be customers for life. Today's customer demands service that is above the norm ... service that makes its mark in their minds and hearts. The 2nd edition of ""Managing Knock Your Socks Off Service"" has been revamped with new examples, new stories, new research and new chapters to share with readers how they can successfully create world-class service in the.
Format: Electronic Resources
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Organization Design [electronic resource] : A Practical Methodology and Toolkit

2024-05-08T20:52:04Z

by Recardo, Ronald.
Call Number 658.812
Publication Date 2008
Summary Leaders often struggle when faced with the challenge of restructuring or rightsizing their organizations or redesigning reporting relationships. Don?t make the mistakes many make when they fail to do appropriate due diligence by addressing the symptoms of the perceived business problem rather than the root causes. Check out this practical and informative book first. As the title suggests, it is a real-world guide to organization design. It is written by a global corporate executive and management consultant with 25 years of experience advising senior executives on strategic change. And it is a
Format: Electronic Resources
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The Experience Economy, Updated Edition.

2024-05-08T20:52:04Z

by Pine, B. Joseph, author.
Call Number 658.56 PIN
Publication Date 2011
Summary In 1999, Joseph Pine and James Gilmore offered this idea to readers as a new way to think about connecting with customers and securing their loyalty. As a result, their book The Experience Economy is now a classic, embraced by readers and companies worldwide and read in more than a dozen languages. And though the world has changed in many ways since then, the way to a customer's heart has not. In fact, the idea of staging experiences to leave a memorableand lucrativeimpression is now more relevant than ever. With an ongoing torrent of brands attacking consumers from all sides, how do you make yours stand out? Welcome to the new Experience Economy. With this fully updated edition of the book, Pine and Gilmore make an even stronger case that experience is the missing link between a company and its potential audience. It offers new rich examplesincluding the U.S. Army, Heineken Experience, Autostadt, Vinopolis, American Girl Place, and othersto show fresh approaches to scripting and staging compelling experiences, while staying true to the very real economic conditions of the day.
Format: Electronic Resources
Click here to view book

Summary [electronic resource] : Work is Theatre and Every Business a Stage

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.56
Publication Date 2014
Summary This work offers a summary of the book "THE EXPERIENCE ECONOMY: Work is Theatre and Every Business a Stage B." by JOSEPH PINE II and JAMES GILMORE.Every business is based on what they choose to charge money for. Therefore, the most important question to every business should be: "what do my customers value the most?". This isn't always easy to answer, but when you do, you will know which areas to focus on, and crucially, where to add value. Many of your customers will pay more money for a premium product. In fact, if you get your added value (i.e. "experience") right, customers will even pay
Format: Electronic Resources
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The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger.

2024-05-08T20:52:04Z

by Heskett, James L.
Call Number 658.812 SER
Publication Date 1997
Summary "Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity."--BOOK JACKET.
Format: Books

Summary [electronic resource] : New Rules for Winning in a TimeStarved, AlwaysConnected Economy

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.812
Publication Date 2014
Summary This work offers a summary of the book "THE 24-HOUR CUSTOMER: New Rules for Winning in a Time-Starved, Always-Connected Economy" by ADRIAN C. OTT."Time is money" is an outdated concept; time is now, according to Adrian C. Ott, far more important than money when consumers make decisions. People don't want to spend their time on boring, repetitive tasks and companies who want to get ahead will realise the importance of this Time-Value tradeoff - is this product worth my time? - and act accordingly. Value > Price + Customer Time Investment is a formula all businesses should become familiar with.
Format: Electronic Resources
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50 activities for achieving excellent customer service / Darryl S. Doane, Rose D. Sloat, authors & editors.

2024-05-08T20:52:04Z

by Doane, Darryl S.
Call Number 658.812 21
Publication Date 2003
Summary This resource manual provides: Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.; Identification and creation of memorable experiences for your customer service representatives and their customers; A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle of the road years of experience, or a newcomer or occasional trainer.; 50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area.; User friendly activi.
Format: Electronic Resources
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Beyond the Familiar [electronic resource] : Long-Term Growth through Customer Focus and Innovation

2024-05-08T20:52:04Z

by Barwise, Patrick.
Call Number 658.812
Publication Date 2011
Summary Strong customer-focused companies have a clear, relevant promise which they obsessively deliver day-in, day-out. At the same time, they relentlessly drive the market by evolving the offer in the face of market developments and opportunities. Because they meet customer needs better than the competition, again and again, they are able to generate sustainable, profitable, market-leading organic growth. The problem the book addresses is how to achieve this. The authors identify five key steps using their framework for success:Offer a clear, relevant customer promise
Format: Electronic Resources
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Strategic customer management [electronic resource] : strategizing the sales organization / Nigel F. Piercy and Nikala Lane.

2024-05-08T20:52:04Z

by Piercy, Nigel.
Call Number 658.812 22
Publication Date 2009
Summary A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. This book aims to provide insights into how this revolution is unfolding and to provide a framework for executives and management students to address the issues involved. - ;A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. Traditional concepts of sales management, account management, and customer service are being overtaken by initiatives like customer business develop.
Format: Electronic Resources
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Excellence Wins : A No-Nonsense Guide to Becoming the Best in a World of Compromise.

2024-05-08T20:52:04Z

by Schulze, Horst.
Call Number 658.3
Publication Date 2019
Summary In Excellence Wins, cofounder of The Ritz-Carlton Hotel Company Horst Schulze shares the visionary and disruptive principles that have produced immense global successes over the course of his still prolific fifty-year career.
Format: Electronic Resources
Click here to view book

The experience economy / B. Joseph Pine II, James H. Gilmore.

2024-05-08T20:52:04Z

by Pine, B. Joseph, author.
Call Number 658.56 PIN
Publication Date 2011
Summary More than ten years ago, the seminal book on experience innovation by Joe Pine and Jim Gilmore explored how savvy companies excel by offering compelling experiences for customers - resulting not only on consumer allegiance, but also a more profitable bottom line. And though the world has changed in many ways since then, the way to a customer's heart has not. In fact, the idea of staging experiences to leave a memorable--and lucrative--impression is now more relevant than ever. With an ongoing torrent of brands attacking consumers from all sides, how do you make yours stand out? Welcome to the new Experience Economy. With this fully updated edition of the book, Pine and Gilmore make an even stronger case that experience is the missing link between a company and its potential audience. It offers new rich examples--including the U.S. Army, Heineken Experience, Autostadt, Vinopolis, American Girl Place, and others-to show fresh approaches to scripting and staging compelling experiences, while staying true to the very real economic conditions of the day.
Format: Books

Crafting the Customer Experience For People Not Like You [electronic resource] : How to Delight and Engage the Customers Your Competitors Don't Understand

2024-05-08T20:52:04Z

by McDonald, Kelly.
Call Number 658
Publication Date 2012
Summary 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 cu
Format: Electronic Resources
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More Is More : How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences.

2024-05-08T20:52:04Z

by Morgan, Blake.
Call Number 658.812
Publication Date 2017
Format: Electronic Resources
Click here to view book

Open Services Innovation [electronic resource] : Rethinking Your Business to Grow and Compete in a New Era

2024-05-08T20:52:04Z

by Chesbrough, Henry.
Call Number 658.4063
Publication Date 2010
Summary The father of ""open innovation"" is back with his most significant book yet. Henry Chesbrough's acclaimed book Open Innovation described a new paradigm for management in the 21st century. Open Services Innovation offers a new approach that demonstrates how open innovation combined with a services approach to business is an effective and powerful way to grow and compete in our increasingly services-driven economy. Chesbrough shows how companies in any industry can make the critical shift from product- to service-centric thinking, from closed to open innovation where co-creating w
Format: Electronic Resources
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Customer Obsessed : A Whole Company Approach to Delivering Exceptional Customer Experiences.

2024-05-08T20:52:04Z

by Berridge, Eric.
Call Number XX(270495.1)
Publication Date 2016
Format: Electronic Resources
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Relationship Edge [electronic resource] : The Key to Strategic Influence and Selling Success

2024-05-08T20:52:04Z

by Acuff, Jerry.
Call Number 650.13
Publication Date 2007
Summary Get the relationship edge The Relationship Edge shows you exactly how to build valuable business relationships with people you don't naturally connect with. It presents a straightforward, three-step process that is easy to apply to your work and business. Jerry Acuff provides real-world principles for developing strong and lasting personal relationships with the key people in your business life, helping you become more effective and persuasive while maintaining meaningful, truthful dialogues with those around you. Acuff shows how the more truthful and direct you are with cust
Format: Electronic Resources
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Designing and Delivering Superior Customer Value : Concepts, Cases, and Applications.

2024-05-08T20:52:04Z

by Weinstein, Art.
Call Number 658.812
Publication Date 2019
Format: Electronic Resources
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...And the Clients Went Wild! [electronic resource] : How Savvy Professionals Win All the Business They Want

2024-05-08T20:52:04Z

by Kuzmeski, Maribeth.
Call Number 658.8
Publication Date 2010
Summary Combine social media with traditional marketing techniques for breakthrough results! While social media is doing much to change the marketing landscape, it doesn't mean you have to take an either/or approach between it and more traditional methods. And the Clients Went Wild! gives you the tools to take an eclectic approach and pick the best, most wildly successful marketing methods-traditional, online, or both-to win at a given marketing goal. And, whether by means of Facebook, Twitter, streaming video, or by old-fashioned word of mouth, public relations, or personal sales skil
Format: Electronic Resources
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People Love You : The Real Secret to Delivering Legendary Customer Experiences.

2024-05-08T20:52:04Z

by Blount, Jeb.
Call Number 658.812
Publication Date 2013
Summary What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a major impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience-something memorable. When customers have a positive emotional experience, it anchors them to your brand, your product or service, and ultimately to you. People Love You provides a practical, actionable, and easy-to-implement approach to building strong emotional bonds with customers that last a lifetime. Far too many of today's books on customer service deal with the mechanics and process of servicing customers, without teaching account managers the critical interpersonal skills they need in order to create real customer loyalty and competitive differentiation. The fact is customers are not loyal to products, services, prices, or companies. Instead, they are loyal to people they like, trust, and believe in. People Love You offers techniques for creating a legendary customer experience, including: The seven essential principles of customer engagement The five levers of customer experience The secrets to bridging the experience gap How to leverage the pull strategy to become a trusted advisor How to listen well and connect with your customers by making them feel appreciated, valued, and important And much more! In a hypercompetitive global marketplace, protecting your company customer base must become your number-one priority. In order to succeed, businesses need to win over customers at every level and earn their trust. It is through emotional connections that your company will deliver legendary customer experiences that create deep, profitable, and long-lasting relationships.
Format: Electronic Resources
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The Reign of the Customer : Customer-Centric Approaches to Improving Satisfaction.

2024-05-08T20:52:04Z

by Fornell, Claes.
Call Number 658.8343
Publication Date 2020
Format: Electronic Resources
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Kangaroo [videocassette].

2024-05-08T20:52:04Z

Call Number TR DVD 658.812 KAN
Publication Date 2003
Summary Kangaroo is a fully animated video, perfect as a session starter, motivational video, or as a useful tool in customer service training, team building and leadership development.
Format: Other

Rockstar Service, Rockstar Profits : Increase Your Revenues, Grow Your Business and Create Raving Fan Customers for Life.

2024-05-08T20:52:04Z

by Brownlee, David.
Call Number 658.812
Publication Date 2019
Format: Electronic Resources
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Services Management [Including Skill Development] [electronic resource].

2024-05-08T20:52:04Z

by Ramachandra, K.
Call Number XX(155977.1)
Publication Date 2009
Format: Electronic Resources
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Customer Service Training.

2024-05-08T20:52:04Z

by Devlin, Kimberly.
Call Number 658.812
Publication Date 2023
Format: Electronic Resources
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Step Up and Lead.

2024-05-08T20:52:04Z

by Viscuso, Frank.
Call Number 658.4092
Publication Date 2013
Format: Electronic Resources
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Managing service innovation and quality : A service ecosystem perspective.

2024-05-08T20:52:04Z

by Ciasullo, Maria Vincenza.
Call Number 658.81200000000001
Publication Date 2017
Format: Electronic Resources
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Enhancing Customer Experience in the Service Industry : A Global Perspective.

2024-05-08T20:52:04Z

by Altinay, Levent.
Call Number 658.81200000000001
Publication Date 2016
Summary This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world-the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly outlines the key theoretical perspectives of customer experience, covering customer experience both from demand and supplier perspectives.Fully informed by the latest research, it explores different country contexts and how they impact upon the customer experience; investigates the social, cultural and economic dimensions of customer experience; provides case studies from a wide range of service industry sectors; and includes industry perspectives and examples.
Format: Electronic Resources
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Cracking the CSAT Code @ Call Centers.

2024-05-08T20:52:04Z

by Das, Dipankar.
Call Number 658.812
Publication Date 2018
Format: Electronic Resources
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Yes! on Demand : How to Create Winning, Customized Library Service.

2024-05-08T20:52:04Z

by Middleton, Kathy.
Call Number 25.5
Publication Date 2016
Format: Electronic Resources
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Be your customer's hero [electronic resource] : real-world tips & techniques for the service front lines / Adam Toporek

2024-05-08T20:52:04Z

by Toporek, Adam
Call Number 658.812 TOP
Publication Date 2015
Summary On the front lines of customer service, every day presents new and unexpected challenges-and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help.Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve.
Format: Electronic Resources
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Superior Customer Value [electronic resource] : Strategies for Winning and Retaining Customers, Third Edition

2024-05-08T20:52:04Z

by Weinstein, Art.
Call Number 658.812
Publication Date 2012
Summary Customer Value-The Building BlocksCustomers Want Exceptional Value!Be Customer Driven and Market DrivingProcess Management-Best PracticesDesigning a Successful Customer StrategyBuilding a Winning Business Model and Value PropositionService and Quality-The Core OfferingPrice and Image-The CommunicatorsExcelling in the Marketspacee-Commerce-Opportunities in MarketspaceIntegrated Marketing Communications and Social MediaRetaining Customers-Analysis and StrategyCreating Value through Relationship MarketingCustomer Loyalty and RetentionCustomer Value MetricsCustomer Value Case StudiesAppendix: Anal
Format: Electronic Resources
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Boomerang [digital videorecording] / developed and produced by Peter Quarry and Eve Ash.

2024-05-08T20:52:04Z

by Ash, Eve.
Call Number TR DVD 658.812 BOO
Publication Date 2003
Summary Boomerang will make you think about your own behaviour and how it needs to change, if you want happy customers, cooperative team members and motivated staff. It is ideal as a session starter, or as a support for team development, customer service training or leadership development
Format: Other

Re-Organising Service Work : Call Centres in Germany and Britain.

2024-05-08T20:52:04Z

by Shire, Karen A.
Call Number 381.1
Publication Date 2017
Summary This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work.
Format: Electronic Resources
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The International Research Symposium on Service Excellence in Management (QUIS) [electronic resource].

2024-05-08T20:52:04Z

by Gustafsson, Anders.
Call Number 658
Publication Date 2014
Summary Leading, managing and organizing for service excellence is a never-ending quest by organizations seeking to achieve outstanding performance in their fields. Benchmarking one's own approaches against other organizations' best practices and gaining insights from their experiences are powerful means for enhancing results. Papers presented at QUIS13 gave a comprehensive overview of scholarly and managerial advances in service excellence and management with contributions from around the world. During the event, well-known scholars and business executives shared their views, research and experiences
Format: Electronic Resources
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The Palgrave Handbook of Service Management.

2024-05-08T20:52:04Z

by Edvardsson, Bo.
Call Number 658.812
Publication Date 2022
Format: Electronic Resources
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Measure What Matters [electronic resource] : Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships

2024-05-08T20:52:04Z

by Delahaye Paine, Katie.
Call Number 659.202854678
Publication Date 2011
Summary In an online and social media world, measurement is the key to success If you can measure your key business relationships, you can improve them. Even though relationships are ""fuzzy and intangible,"" they can be measured and managed-with powerful results. Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the media, and other key constituencies.Based on hundreds of case studies about how organizations have used measurement to improve their reputations, strengthen their bottom lines, and im
Format: Electronic Resources
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Internationalization of Services - Identifying the Building Blocks for Future Research [electronic resource].

2024-05-08T20:52:04Z

by Javalgi, Rajshekhar G.
Call Number 658.8
Publication Date 2007
Summary In this e-book the important role played by services in the global economy is emphasized. As marketplaces around the world become more competitive the volume of services delivered tends to increase, as does the extent to which firms look to services to gain competitive advantages. It seems apparent that competitiveness in the service sector, rather than in manufacturing, will propel the global economy in the 21st century. According to a World Bank study in 2002, services account for almost two-thirds of the world?s total output. Clearly, the significance of services cannot be overestimated and
Format: Electronic Resources
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Service operations management : improving service delivery / Robert Johnston, Graham Clark, Michael Shulver.

2024-05-08T20:52:04Z

by Johnston, Robert, 1953-
Call Number 658.812 JOH
Publication Date 2012
Format: Books

Project Stakeholder Management / Pernille Eskerod and Anna Lund Jepsen.

2024-05-08T20:52:04Z

by Eskerod, Pernille, author.
Call Number 658.404 ESK
Publication Date 2016 2013
Summary Carrying out a project as planned is not a guarantee for success. Projects may fail because project management does not take the requirements, wishes and concerns of stakeholders sufficiently into account. Projects can only be successful through contributions from stakeholders. And it is the stakeholders that evaluate whether they find the project successful - an evaluation based on criteria that go beyond receiving the project deliverables. More often than not, the criteria are implicit and change during the project course. This is an enormous challenge for project managers. The route to better projects, say Pernille Eskerod and Anna Lund Jepsen, lies in finding ways to improve project stakeholder management. To manage stakeholders effectively, you need to know your stakeholders, their behaviours and attitudes towards the project. The authors give guidance on how to adopt an analytical and structured approach; how to document, store and retrieve your knowledge; how to plan your stakeholder interactions in advance; and how to make your plans explicit, at the very least internally. A well-conceived plan can prevent you from being carried away in the 'heat of the moment' and help you spend your limited resources for stakeholder management in the best way. To make this plan, you need to agree on the objectives of your stakeholder strategy and ways to achieve them. Project Stakeholder Management offers tactics and tools founded on established marketing communications theory as well as strategic management for doing just that. This book is part of Gower's Fundamentals of Project Management Series.
Format: Electronic Resources
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Supply chain performance and evaluation models [electronic resource] / Dominique Estampe.

2024-05-08T20:52:04Z

by Estampe, Dominique
Call Number 658.7 EST
Publication Date 2014
Summary This book presents the different models of supply chain performance evaluation for global supply chains. It describes why it is necessary to evaluate global performance both to assess the contribution of the supply chain to achieve the goals of creating value throughout the chain and also to meet customer requirements in terms of time, responsiveness and reliability. The author provides an understanding of how evaluation models are chosen according to criteria including the level of maturity of the organization, the level of decision-making and the level of value creation desired.
Format: Electronic Resources
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Raising the Bar on Service Excellence.

2024-05-08T20:52:04Z

by Baird, Kristin Psy.D.
Call Number 362.1068
Publication Date 2013
Format: Electronic Resources
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Quality customer service [electronic resource] : satisfy customers--it's everybody's job / William B. Martin.

2024-05-08T20:52:04Z

by Martin, William B.
Call Number 658.812 22
Publication Date 2009
Format: Electronic Resources
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Managing the guest experience in hospitality / Robert C. Ford, Cherrill P. Heaton.

2024-05-08T20:52:04Z

by Ford, Robert C. (Robert Clayton), 1945-
Call Number 647.94068 FOR
Publication Date 2000
Format: Books

Lessons Unlearned [electronic resource] : 25 Years in Customer Service

2024-05-08T20:52:04Z

by Ragsdale, John.
Call Number 658.12
Publication Date 2014
Format: Electronic Resources
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Managing Customer Service Super Series [electronic resource].

2024-05-08T20:52:04Z

by Institute of Leadership & Mana, Institute of Leadership &.
Call Number 658.812
Publication Date 2012
Summary Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ in Management. The series consists of 35 workbooks. Each book will map on to a course unit (35 books/units).
Format: Electronic Resources
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Focus First On Service [electronic resource] : The Voice And Face Of Your Utility

2024-05-08T20:52:04Z

by Staff, AWWA.
Call Number XX(156108.1)
Publication Date 2007
Format: Electronic Resources
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Providing Quality to Customers.

2024-05-08T20:52:04Z

by Institute of Leadership & Management, Institute of.
Call Number 658.812
Publication Date 2013
Summary Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ in Management. The series consists of 35 workbooks. Each book will map on to a course unit (35 books/units).
Format: Electronic Resources
Click here to view book

Service Computing [electronic resource] : Concept, Method and Technology

2024-05-08T20:52:04Z

by Wu, Zhaohui.
Call Number 658.812
Publication Date 2014
Summary Service computing is a cross-disciplinary field that covers science and technology, and represents a promising direction for distributed computing and software development methodologies. It aims to bridge the gap between business services and IT services by supporting the whole lifecycle of services innovation. Over the last ten years applications in industry and academic research have produced considerable progress and success Service Computing: Concept, Method and Technology presents the concept of service computing and a proposed reference architecture for service computing resea
Format: Electronic Resources
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Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role of Customer Satisfaction.

2024-05-08T20:52:04Z

by Salman, Shahrukh.
Call Number 658.812
Publication Date 2017
Format: Electronic Resources
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Summary [electronic resource] : Inside America's #1 Customer Service Company

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.871
Publication Date 2014
Summary This work offers a summary in English of the book "THE NORDSTROM WAY: The Inside America's #1 Customer Service Company" by Robert Spector and Patrick McCarthy.The Nordstrom Way focuses on doing whatever it takes to create a satisfied customer. The underlying philosophy and culture of the Nordstrom Way is disarmingly simple: Use your own initiative to provide customers with exceptional levels of service. You'll never be criticized for doing too much for a customer, only for doing too little. If you're ever in doubt, err on the side of doing too much rather than too little.Robert Spector and Pa
Format: Electronic Resources
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Service Mining : Framework and Application.

2024-05-08T20:52:04Z

by Chang, Wei-Lun.
Call Number 006.312
Publication Date 2014
Summary The shifting focus of service from the 1980s to 2000s has proved that IT not only lowers the cost of service but creates avenues to enhance and increase revenue through service. The new type of service, e-service, is mobile, flexible, interactive, and interchangeable. While service science provides an avenue for future service researches, the specific research areas from the IT perspective still need to be elaborated. This book introduces a novel concept-service mining-to address several research areas from technology, model, management, and application perspectives. Service mining is defined as "a systematical process including service discovery, service experience, service recovery, and service retention to discover unique patterns and exceptional values within the existing services." The goal of service mining is similar to data mining, text mining, or web mining, and aims to "detect something new" from the service pool. The major difference is the feature of service is quite distinct from the mining target, like data or text. This book devises concepts of service mining and identifies the possible applications. The author provides a roadmap of service mining to researchers, managers, and marketers in service sectors.
Format: Electronic Resources
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Salesforce Service Cloud For Dummies [electronic resource].

2024-05-08T20:52:04Z

by Paz, Jon.
Call Number 658.812
Publication Date 2015
Summary Learn how to provide top-grade customer service anywhere, anytime with Salesforce Service Cloud Salesforce Service Cloud empowers your service organization to interact with customers through any channel and provide an individualized experience that will be worth sharing-for your customers and for your company. Salesforce Service Cloud For Dummies is one the first books to focus specifically on Salesforce Service Cloud software. With it, you'll discover how to set up a sophisticated support center for your business in a matter of a few hours. Whether you're a service executive, m
Format: Electronic Resources
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Designing Experiences.

2024-05-08T20:52:04Z

by Rossman, J. Robert.
Call Number 658.812
Publication Date 2019
Summary 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.
Format: Electronic Resources
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101 Ways to Really Satisfy Your Customers.

2024-05-08T20:52:04Z

by Griffiths, Andrew.
Call Number 658.812
Publication Date 2007
Summary Lots of practical tips to help you and your staff deliver excellent customer service, ensuring your existing customers keep coming back and new customers are attracted to your business.
Format: Electronic Resources
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Achieving service excellence [electronic resource] : strategies for healthcare / Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton.

2024-05-08T20:52:04Z

by Fottler, Myron D.
Call Number 362.1068 22
Publication Date 2010
Format: Electronic Resources
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Service Management : The New Paradigm in Retailing.

2024-05-08T20:52:04Z

by Kandampully, Jay.
Call Number 658.87
Publication Date 2011
Summary This book examines critical service-management concepts that have direct application in the retail industry. Case examples from around the world show how to gain customer loyalty, achieve market leadership, and ensure profitability in the retail sector.
Format: Electronic Resources
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Achieving Customer Experience Excellence Through a Quality Management System.

2024-05-08T20:52:04Z

by Jarvis, Alka.
Call Number 658.4013011
Publication Date 2016
Format: Electronic Resources
Click here to view book

The SAGE Handbook of Service-Dominant Logic.

2024-05-08T20:52:04Z

by Vargo, Stephen L.
Call Number 658.812
Publication Date 2018
Summary The SAGE Handbook of Service-Dominant Logic, edited by Robert Lusch and Stephen Vargo, is an authoritative guide to scholars across disciplines who are conducting or wish to conduct research on S-D logic.
Format: Electronic Resources
Click here to view book

Superstar Customer Service [electronic resource] : A 31-Day Plan to Improve Client Relations, Lock in New Customers, and Keep the Best Ones Coming Back for More

2024-05-08T20:52:04Z

by Conlow, Rick.
Call Number 658.812
Publication Date 2013
Format: Electronic Resources
Click here to view book

Customer Service in Academic Libraries : Tales from the Front Line.

2024-05-08T20:52:04Z

by Mossop, Stephen.
Call Number 027.7
Publication Date 2015
Format: Electronic Resources
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Complaint Management Excellence : Creating Customer Loyalty Through Service Recovery.

2024-05-08T20:52:04Z

by Cook, Sarah, author.
Call Number 658.812 COO
Publication Date 2012
Summary Complaint Management Excellence outlines the financial and reputational benefits to be gained from improving customer service levelsand enhancing products and services via an effective system for handling customer complaints.
Format: Electronic Resources
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Quality Experience Telemetry : How to Effectively Use Telemetry for Improved Customer Success.

2024-05-08T20:52:04Z

by Jarvis, Alka.
Call Number 658.812
Publication Date 2018
Format: Electronic Resources
Click here to view book

Summary [electronic resource].

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.81202854678
Publication Date 2013
Summary This work offers a summary of the book "CUSTOMERS.COM - How To Create A Profitable Business Strategy For The Internet And Beyond by Patricia B. Seybold".Your existing customers hold the key to developing and implementing a successful e-commerce strategy.Get alongside your customers and find out exactly what they need -- what you can do for them to enhance the quality of their lives. Then figure out how to deliver your products and/or services effectively and efficiently. Develop ways to make doing business with your company direct and straightforward. Incorporate the new communications techno
Format: Electronic Resources
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Unleashing Excellence : The Complete Guide to Ultimate Customer Service.

2024-05-08T20:52:04Z

by Snow, Dennis.
Call Number 658.812
Publication Date 2009
Summary A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, 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 company's 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 organization's customer service practices from good to great, Unleashing Excellence is the key.
Format: Electronic Resources
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Five star hospitality [videorecording].

2024-05-08T20:52:04Z

by Video Education Australasia.
Call Number DVD 647.94 FIV
Publication Date 2011
Summary "In this comprehensive examination of what it takes to provide world class service, we visit SkyCity Darwin, a five star international hotel, and discover valuable lessons from the hotel's experienced leadership and management team. In it, we learn how five star service starts at the point of first contact, with open body language, active engagement, and effective handling of complaints. We see how empowering staff with responsibility, and celebrating their achievements leads to service excellence. Finally we go behind the scenes into the kitchen to witness how mastery comes from the passionate pursuit of innovation. This is an engaging look at modern workforce issues, including excellence, diversity and inclusive practices"--Container.
Format: Other

Summary : Moving From Talk To Action.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.812
Publication Date 2014
Summary Complete summary of Richard C. Whiteley's book: "The Customer Driven Company: Moving from Talk to Action". This summary of the ideas from Richard C. Whiteley's book "The Customer Driven Company" shows that customer satisfaction is the key to a long-term, successful business. In his book, the author explains the seven fundamentals of a customer driven business. Successful companies will create a consumer vision, treat their feedback seriously and learn from others who deal with customers well. They will create a culture where every employee is interested in customer satisfaction and eliminate any procedure that hampers consumerâs gratification. Good businesses will not only say they care about their customers, they will show it. This summary is a must-read for any leader who wants to start focusing on customers and reaping the rewards. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "The Customer Driven Company" and discover the key to success in today's competitive economy.
Format: Electronic Resources
Click here to view book

Call Centre Services : Call Centre Services.

2024-05-08T20:52:04Z

by Mukherjee, Avinandan.
Call Number 004.0688658.3658.31245658.31245
Publication Date 2009
Summary Call centres represent the service economy of the digital era. A call centre is defined as a centralised or dispersed operation in which a managed and supervised group of people answer telephones and/or make telephone calls and, increasingly, communicate online. Call centres have become an inevitable aspect of service delivery in today's business world, and are becoming increasingly popular with organizations as their preferred mode of interaction with their customers, however the good is frequently overshadowed in the news by the bad and this e-book seeks to explore the issues relating to call centres.
Format: Electronic Resources
Click here to view book

America's Service Meltdown : Restoring Service Excellence in the Age of the Customer.

2024-05-08T20:52:04Z

by Pupo, Raul.
Call Number 658.812
Publication Date 2010
Format: Electronic Resources
Click here to view book

Optimizing Academic Library Services in the Digital Milieu [electronic resource] : Digital Devices and their Emerging Trends

2024-05-08T20:52:04Z

by Ryan, Brendan.
Call Number 027.70285
Publication Date 2013
Summary The digital is the new milieu in which academic libraries must serve their patrons; but how best to utilize the slew of digital devices and their surrounding trends? Optimizing Academic Library Services in the Digital Milieu identifies best practices and strategies for using digital devices (such as tablets, e-readers, and smartphones) and copyrighted materials in academic libraries. Special consideration is given to e-books, iBooks, e-journals, and digital textbooks. This title describes how academic libraries can remain current, nimbly addressing user needs. An introduction gives an overview
Format: Electronic Resources
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How to be a great call center representative [electronic resource] / Robert W. Lucas.

2024-05-08T20:52:04Z

by Lucas, Robert W.
Call Number 658.812 21
Publication Date 2001
Summary Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with custom.
Format: Electronic Resources
Click here to view

Achieving excellence in guest service / Jospehine Ive.

2024-05-08T20:52:04Z

by Ive, Josephine.
Call Number 647.94 IVE
Publication Date 2000
Format: Books

Summary : 10 Driving Forces of Change for the '90s.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.102093774
Publication Date 2014
Summary Complete summary of Robert B. Tucker's book: "Managing the Future". This summary of the ideas from Robert B. Tucker's book "Managing the Future" shows how no business can afford to rest on its laurels and successes of the past. If thereâs one hallmark of long-term companies, itâs the ability to manage the future as well as the present. In his book, the author demonstrates how great companies do this and presents three strategies used by them which you can adapt and implement. This summary provides the key to constantly re-assessing your business in order to ensure future success. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your business knowledge To learn more, read "Managing the Future" and discover how you can manage the unpredictability of the future through systematic awareness and customer focus.
Format: Electronic Resources
Click here to view book

Option Selling For Profit : The Builder's Guide To Generating Design Center Revenue And Profit.

2024-05-08T20:52:04Z

by Gullo, Gina.
Call Number 690.0681
Publication Date 2009
Format: Electronic Resources
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25th Anniversary Special Issue - Celebrating 25 Years of the Best in Facilities Management : Celebrating 25 Years of the Best in Facilities Management.

2024-05-08T20:52:04Z

by Finch, Edward.
Call Number 658658.2
Publication Date 2007
Summary This e-book celebrates the twenty-fifth anniversary of Facilities. It includes commentaries by key players, not only in relation to the evolution of Facilities, but in the evolution of facilities management. Facilities management in its modern form is almost unrecognizable from its original manifestation. The term has become almost synonymous with outsourcing in the commercial sector. It is hoped that the future of facilities management will recognize the role played by both academic and commercial research, and that Facilities will be a key messenger in disseminating this research resource.
Format: Electronic Resources
Click here to view book

Building the Value Machine : Transforming Your Business Through Collaborative Customer Partnerships.

2024-05-08T20:52:04Z

by Cheverton, Peter.
Call Number 658.4
Publication Date 2009
Summary Turn your business into a "value machine" where sales and marketing functions are aligned to work with key customers and create real value for both the customer and the business.
Format: Electronic Resources
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Build for Change : Revolutionizing Customer Engagement Through Continuous Digital Innovation.

2024-05-08T20:52:04Z

by Trefler, Alan.
Call Number 658.4092
Publication Date 2014
Summary Customers have radically changed the ways they interact with businesses, and today's organizations need to adapt Is your company prepared for the Gen D future, or is it heading toward life support? A lot of companies across the globe are going to die over the next few years, not because of macroeconomic stress, but because there is an emerging generation that is radically changing the rules of customer engagement. In Build For Change, Pegasystems CEO Alan Trefler shows exactly what companies can do to turn the coming "customerpocalypse" into one of the biggest business opportunities of the decade. The newest generation of consumers is turning customer relationship management on its head. Build For Change highlights the revolutionary changes to business, marketing, and technology practices that are needed to survive and thrive in these unforgiving times. Readers will learn how businesses are increasingly relying on new forms of customer engagement, and how one customer's experience-whether good or bad-can alter a company's reputation with the click of a mouse. With practical insight from a leader in customer engagement, this book serves as a timely wakeup call to companies that have not yet embraced the digital future. Traditional marketing is becoming increasingly irrelevant, and businesses must become more customer-centric while taking a completely different approach to adopting and using technology. Build For Change outlines exactly what can-and must-be done to ensure sustainable success in the new digital era: Relate to the new generation of consumers, and understand their preferences and demands Stop obsessing about mountains of data, and instead apply business-driven continuous improvement to customer processes Learn how to overcome the fatal flaws of current technology fads Rethink organizational roles to drive adaptive and transformative innovation Consumers have more options than ever before, and ensuring customer loyalty in the modern market means knowing exactly what the customer wants and how to deliver it brilliantly. Build For Change provides actionable guidance for engaging this new connected consumer.
Format: Electronic Resources
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Chocolates on the pillow aren't enough : reinventing the customer experience / Jonathan M. Tisch ; with Karl Weber.

2024-05-08T20:52:04Z

by Tisch, Jonathan M.
Call Number 647.94068 TIS
Publication Date 2007
Summary "Blending thought-provoking ideas with down-to-earth advice, this book reveals why creating an intimate, positive, and long-lasting connection with customers is the key to success for the twenty-first-century organization, and illustrates how leaders in any field can accomplish this goal. Entertaining and informative, Chocolates on the Pillow Aren't Enough offers a detailed look at how the right customer experience can produce long-lasting success for any organization."--BOOK JACKET.
Format: Books
Table of contents only http://www.loc.gov/catdir/toc/ecip074/2006036647.html Contributor biographical information http://www.loc.gov/catdir/enhancements/fy0741/2006036647-b.html Publisher description http://www.loc.gov/catdir/enhancements/fy0741/2006036647-d.html

Professional hospitality : core competencies / Lynn Van Der Wagen.

2024-05-08T20:52:04Z

by Van der Wagen, Lynn.
Call Number 647.94 VAN
Publication Date 2003
Format: Books

The professional cook's book : customers and colleagues / Amanda Davies, Deirdre Jane McLean, Jan Watson.

2024-05-08T20:52:04Z

by Davies, Amanda, 1957-
Call Number 647.95068 CUS
Publication Date 2004
Format: Books

Service-Dominant Logic.

2024-05-08T20:52:04Z

by Lavy, Sarel.
Call Number 658.001
Publication Date 2014
Summary This ebook, consisting of nine articles, focusing on service-dominant (S-D) logic and physical distribution and logistics, vividly illustrates how S-D logic provides a transcending perspective and integrative framework for the field. These articles help to further broaden the lens and application of S-D logic in a manner that expands the frontiers of practice and research. Collectively, these articles, with an S-D lens, indicate physical distribution and logistics are not, or should not be, understood as being about the things and stuff that need to be transported, stored, and handled but rather about the service(s) the system provides.
Format: Electronic Resources
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Sales Engagement : How the World's Fastest Growing Companies Are Modernizing Sales Through Humanization at Scale.

2024-05-08T20:52:04Z

by Medina, Manny.
Call Number 658.85
Publication Date 2019
Format: Electronic Resources
Click here to view book

Practical Customer Success Management : A Best Practice Framework for Rapid Generation of Customer Success.

2024-05-08T20:52:04Z

by Adams, Rick.
Call Number 658.812
Publication Date 2019
Format: Electronic Resources
Click here to view book

Managing Industrial Services : From Basics to the Emergence of Smart and Remote Services.

2024-05-08T20:52:04Z

by Friedli, Thomas.
Call Number 658.812
Publication Date 2021
Format: Electronic Resources
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Customer Value and Various Connotations.

2024-05-08T20:52:04Z

by Mishra, Abhishek.
Call Number 658.812
Publication Date 2018
Format: Electronic Resources
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Practical Insights on Customer Service [electronic resource] : An African Perspective

2024-05-08T20:52:04Z

by Chinunda, Emmanuel Danstan.
Call Number XX(156105.1)
Publication Date 2011
Format: Electronic Resources
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Customer service in the tourism industry / written and compiled by Lee Perlitz.

2024-05-08T20:52:04Z

by Perlitz, Lee, author.
Call Number 338.4791 PER
Publication Date 2001 1999 1998 1997 1996
Format: Books

Leading the Customer Experience [electronic resource] : Inspirational Service Leadership

2024-05-08T20:52:04Z

by Cook, Sarah, Ms.
Call Number 658.812
Publication Date 2015
Summary Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation's strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others. It is clear that managers and leaders throughout an organisation have a key influence on the experience that customers receive. How leaders behave has a direct impact on their team member's motivation to go the extra mile to deliver excellent service for the customer. Sarah Cook's vision for Leading
Format: Electronic Resources
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Summary of Alexander Osterwalder, Yves Pigneur, Gregory Bernarda & Alan Smith's Value Proposition Design.

2024-05-08T20:52:04Z

by Media, IRB.
Call Number 658.4012
Publication Date 2021
Format: Electronic Resources
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Services Marketing a Contemporary Approach.

2024-05-08T20:52:04Z

by Berndt, A.
Call Number 331.1330968
Publication Date 2018
Summary Services, whether online or offline, are important in modern economics in which the understanding is that 'we are all in services'.Service Marketing, a subset of the field of marketing, has evolved and developed a range of theories and models all focused on providing superior services offerings to today's market and it's growing expectations of service delivery. New research provides additional contemporary insights into this dynamic and developing area. This text seeks to address the current research and its managerial implications, specifically by including new case studies and integrating new research results and new perspectives on the various aspects of services.
Format: Electronic Resources
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Client Service Excellence : The 10 Commandments.

2024-05-08T20:52:04Z

by O'Sullivan, Larry.
Call Number XX(290847.1)
Publication Date 2010
Format: Electronic Resources
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User Experience Research : Discover What Customers Really Want.

2024-05-08T20:52:04Z

by Gage, Marty.
Call Number 658.812
Publication Date 2022
Format: Electronic Resources
Click here to view book

Reorganize for Resilience : Putting Customers at the Center of Your Business.

2024-05-08T20:52:04Z

by Gulati, Ranjay.
Call Number 658.812
Publication Date 2010
Format: Electronic Resources
Click here to view book

Disruptive Selling : A New Strategic Approach to Sales, Marketing and Customer Service.

2024-05-08T20:52:04Z

by Maes, Patrick.
Call Number 658.81
Publication Date 2018
Summary Transform your company by adopting disruptive selling strategies and empowering customers, through unique digital innovation relevant to both B2B and B2C companies.
Format: Electronic Resources
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We : The Ideal Customer Relationship.

2024-05-08T20:52:04Z

by Yastrow, Steve.
Call Number 658.812
Publication Date 2007
Format: Electronic Resources
Click here to view book

Client Psychology.

2024-05-08T20:52:04Z

by Board, CFP.
Call Number 332.02400685
Publication Date 2018
Format: Electronic Resources
Click here to view book

Hyperscale and Microcare : The Digital Business Cookbook.

2024-05-08T20:52:04Z

by Verhasselt, Peter.
Call Number 658.812
Publication Date 2018
Format: Electronic Resources
Click here to view book

Introduction to information-based high-tech services / Eric Viardot.

2024-05-08T20:52:04Z

by Viardot, Eric.
Call Number 621.390688 21
Publication Date 1999
Format: Electronic Resources
Click here to view

Customer Service Management in Africa : A Strategic and Operational Perspective.

2024-05-08T20:52:04Z

by Hinson, Robert Ebo.
Call Number 658.81200000000001
Publication Date 2020
Format: Electronic Resources
Click here to view book

The Evolution of Integrated Marketing Communications : The Customer-Driven Marketplace.

2024-05-08T20:52:04Z

by Schultz, Don.
Call Number 658.802
Publication Date 2011
Summary This book reviews, updates and enhances the basic concepts surrounding the academic theory and practice of Integrated Marketing Communication (IMC). Since the introduction of IMC in the late 1980s, the concept has spread around the world. In that expansion, many authors have written about IMC; practitioners have adopted and adapted the concept to fit their own market situations. Further, dramatic changes have occurred in the technologies used in marketing communications which consumers have accepted and employed in their consumption of marketers' messages and incentives. Thus, there have been dramatic changes in how IMC was initially envisioned and how it has developed over time. This book identifies and discusses these changes, how they have occurred and what they mean going forward for all types of marketers around the world. Thus, IMC, and indeed integration of communications at all organisational levels is an essential in the 21st century organisations. This book was published as a special issue of the Journal of Marketing Communications.
Format: Electronic Resources
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Designing experiences / J. Robert Rossman and Mathew D. Duerden ; foreword by B. Joseph Pine II.

2024-05-08T20:52:04Z

by Rossman, J. Robert (James Robert), 1946-, author.
Call Number 658.5 ROS
Publication Date 2019
Summary 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
Format: Electronic Resources
Click here to view

The restaurant server's guide to quality customer service : a step by step resource to increase your success and income as a restaurant server / William B. Martin.

2024-05-08T20:52:04Z

by Martin, William B.
Call Number 642.6 MAR
Publication Date 1987 1986
Format: Books

The CX Trinity : Customers, Content, and Context: Musings and Observations on the Evolving Customer Experience.

2024-05-08T20:52:04Z

by Porter, Alan J.
Call Number 658.812
Publication Date 2021
Summary A compilation of 52 essays about customer experience, written by industry expert Alan J. Porter. These essays address Alan's insights on creating a customer experience that gives customers the content they need within the right context.
Format: Electronic Resources
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Value proposition design [electronic resource] : how to create products and services customers want / written by Ales Osterwalder, Yves Pigneur, Gregory Bernarda, Alan Smith.

2024-05-08T20:52:04Z

by Osterwalder, Alexander.
Call Number 658.812
Publication Date 2015
Summary The authors of the international bestseller Business ModelGeneration explain how to create value propositions customerscan't resist Value Proposition Design helps you tackle a corechallenge of every business - creating compelling productsand services customers want to buy. This practical book, pairedwith its online companion, will teach you the processes and toolsyou need to succeed. Using the same stunning visual format as the authors'global bestseller, Business Model Generation, this sequel explainshow to use the "Value Proposition Canvas" a practicaltool to design, test, create, and mana
Format: Electronic Resources
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The experience economy : work is theatre & every business a stage / B. Joseph Pine II, James H. Gilmore.

2024-05-08T20:52:04Z

by Pine, B. Joseph
Call Number 658.56 PIN
Publication Date 1999
Summary With The Experience Economy, Pine & Gilmore explore how successful companies - using goods as props and services as the stage - create experiences that engage customers in an inherently personal way. Why does a cup of coffee cost more at a trendy cafe than it does at the corner diner or when brewed at home? It's the value that the experience holds for the individual that determines the worth of the offering and the work of the business. From online communities to airport parking, the authors draw from a rich and varied mix of examples that showcase businesses in the midst of creating engaging experiences for both consumers and corporate customers. Make no mistake, say Pine & Gilmore: goods and services are no longer enough. Experiences are the foundation for future economic growth, and The Experience Economy is the playbook from which managers can begin to direct new performances.
Format: Books
Table of contents http://lcweb.loc.gov/catdir/toc/98-33202.html Publisher description http://www.loc.gov/catdir/enhancements/fy1311/98033202-d.html

Value-Added Services for Next Generation Networks : Value-Added Services for Next Generation Networks.

2024-05-08T20:52:04Z

by Van de Velde, Thierry.
Call Number 621.382
Publication Date 2007
Summary In the NGN world, no truer words are spoken than "the future is now." And the competition in the information networking arena will only intensify in the next 5-10 years. Choosing the correct NGN-VAS strategy now will set your company apart. Value Added Services for Next Generation Networks examines the quest for the real added value in modern communication systems. The author covers more than just the technology itself, but also examines how it is being used and how it could be used to gain a strategic advantage. The book starts with a SOTW analysis for PSTN/GSM operators and new entrants and the threats they will undoubtedly face. The author examines the fundamentals of genuine communication services and the service providers' starting position, then takes you on a tour through the landscape of NGN standards, contrasting the 3GPP IMS architecture with that of IETF, UMA, and OMA. He discusses practical ways to build an NGN SDP and the essential business aspects involved in this enterprise. The book highlights how, technically, the NGN can be interconnected, or glued, to the existing GSM/PSTN infrastructure, justifying the choice of protocols and network architecture. It also describes general concepts, architectural requirements, and technologies in modern VAS platform and new VAS for the NGN in terms of network implementation, end user experience, business scope, and cost/revenue projections. But is NGN just a game of investments in equipment, of CAPEX and OPEX savings? Is the so-called triple play just a matter of marketing, partnerships, and mergers? How will the market play out? Where will the NGN and VAS ultimately go? And more importantly, what is your NGN-VAS strategy? By addressing these questions and more, this book prepares you for success in the emerging telecommunications environment.
Format: Electronic Resources
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Class acts : service and inequality in luxury hotels / Rachel Sherman.

2024-05-08T20:52:04Z

by Sherman, Rachel, 1970-
Call Number 647.94068 SHE
Publication Date 2007
Format: Books

Fish! : a remarkable way to boost morale and improve results / by Stephen C. Lundin, Harry Paul, and John Christensen.

2024-05-08T20:52:04Z

by Lundin, Stephen C. 1941-
Call Number 658.314 LUN
Publication Date 2001
Format: Books

You've Been Framed : How to Reframe Your Wealth Management Business and Renew Client Relationships.

2024-05-08T20:52:04Z

by Sclafani, Ray.
Call Number 332.10684
Publication Date 2015
Format: Electronic Resources
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Gemba Walks for Service Excellence : The Step-By-Step Guide for Identifying Service Delighters.

2024-05-08T20:52:04Z

by Petruska, Robert.
Call Number 658.812658.812
Publication Date 2012
Summary Lean LeadershipFormal LeaderGetting StartedTo Find Out Where You StandGemba WalksStanding in the Circle: A Fundamental Lean PrincipleGemba Walk: Design for the CustomerValue PropositionsEssentials for Service ExcellenceService Innovation MindsetsExample 1: Valuing CustomersExample 2: Acting on Customer Surveys (as in Right Now)Example 3: Practicing Positivity at WorkExample 4: Valuing TimeExample 5: Enabling Changes That Tie into the Human Performance SystemInnovation PlansLeading and Lagging IndicatorsGoing ForwardIndex.
Format: Electronic Resources
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Summary : The Five Disciplines for Creating What Customers Want.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.120934589
Publication Date 2013
Summary Complete summary of Curtis Carlson and William Wilmot's book: "Innovation: The Five Disciplines for Creating What Customers Want". This summary of the ideas from Curtis Carlson and William Wilmot's book "Innovation" shows that the starting point for innovation is not a new idea, but the answer to three fundamental questions on your customer and what you are offering. In their book, the authors explain these questions and the five principles that you can use to answer them in the best way possible. This summary also explores the best way to implement innovation and how to form the innovation team. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "Innovation" and discover the key to implementing innovation and making it work to your company's advantage.
Format: Electronic Resources
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Summary of Jono Bacon's People Powered.

2024-05-08T20:52:04Z

by Media, IRB.
Call Number 658.8343
Publication Date 2022
Format: Electronic Resources
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Summary : From Products to Customers to the Human Spirit.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.100298345
Publication Date 2014
Summary Complete summary of Philip Kotler, Hermawan Kartajaya and Iwan Setiawan's book: "Marketing 3.0: From Products to Customers to the Human Spirit". This summary of the ideas from Philip Kotler, Hermawan Kartajaya and Iwan Setiawan's book "Marketing 3.0" charts the movements of marketing strategies and suggests how businesses should market today. In their book, the authors explain the evolution of marketing approaches in detail and the benefits that each of them brought. This summary also shows how we are currently moving from marketing 2.0 to 3.0: every company who wants to market effectively needs to understand that customers want to buy from companies who deal with issues which impact on all humans, such as sustainability and global warming. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your marketing knowledge To learn more, read "Marketing 3.0" and discover the key to choosing your marketing approach and communicating with your customers.
Format: Electronic Resources
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The Abusive Customer : Breaking the Silence Around Customers' Aggressive Behavior.

2024-05-08T20:52:04Z

by Yorgov, Ivaylo.
Call Number 929.605
Publication Date 2023
Format: Electronic Resources
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Dangerous Customer Service : Dangerously Great Customer Service... How to Achieve It and Maintain It.

2024-05-08T20:52:04Z

by Innovation, Impact.
Call Number 658.812
Publication Date 2012
Summary Dangerous Customer Services is an essential guide for anyone who wants to ensure that their customer service meets (and at times exceeds) their customers' needs and expectations.
Format: Electronic Resources
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World Exploration From Ancient Times.

2024-05-08T20:52:04Z

by Green, Anthony.
Call Number 910.901
Publication Date 2011
Summary World Exploration from Ancient Times cover the challenges and excitement of expeditions and settlements as explorers raced to discover the world. Meet the brave people who set out to find new places and read about their experiences in their own words.
Format: Electronic Resources
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Summary : Shaping Markets When Customers Make the Rules.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.10209345
Publication Date 2014
Summary Complete summary of John Hagel III and Marc Singer's book: "Net Worth: Shaping Markets When Customers Make the Rules". This summary of the ideas from John Hagel III and Marc Singer's book "Net Worth" shows that, until now, big businesses have held the upper hand in the gathering of information about consumers. These companies have, in turn, generated sizable revenues through selling this information on to other third parties â telemarketers, database marketers and direct marketing companies. In their book, the authors explain how the advent of a digital network in the form of the Internet shifts the balance of power back to the consumer. For the first time in history, the consumer will be able to hire an agent â in the form of an ââinformation intermediaryââ or an ââinfomediaryââ â to manage the collection and sale of personal information. This summary demonstrates the future consequences of this change and the key advantages it presents for customers. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "Net Worth" and gain a valuable insight into the development of e-commerce.
Format: Electronic Resources
Click here to view book

Summary : How to Use Existing Customers to Gain New Ones.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.8658.872
Publication Date 2013
Summary This work offers a summary of the book "FLIP THE FUNNEL: How to Use Existing Customers to Gain New Ones" by Joseph Jaffe. Using the traditional sales funnel, businesses worldwide spend billions on acquiring new customers - advertise widely to create awareness and then follow up with those that show interest to hopefully stoke their desire for what's on offer. Then, when the time is right, you make them an irresistible offer to get them to take action and buy. Money goes in one end of the funnel and satisfied customers hopefully come out the other end. What if you were to flip that funnel over? What would be the result if instead of spending all that money trying to acquire new customers, you instead spent that same money on making the customers you already have happier by providing them with a superior customer experience? In this wellwritten book, Joseph Jaffe learns how to grow the customer base from the inside out. An eyeopening book about customer loyalty and retention.
Format: Electronic Resources
Click here to view book

Are All Banks Bastards?.

2024-05-08T20:52:04Z

by Retchless, Stephanie PhD.
Call Number 332.10688
Publication Date 2013
Format: Electronic Resources
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Summary of The Innovator's Dilemma : by Clayton M. Christensen 

2024-05-08T20:52:04Z

by IRB Media,.
Call Number 658
Publication Date 2016
Format: Electronic Resources
Click here to view book

Be our guest : perfecting the art of customer service / by Disney Institute ; foreword by Michael D. Eisner.

2024-05-08T20:52:04Z

by Disney Institute
Call Number 658.812 DIS
Publication Date 2003 2001
Summary "Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, for the first time, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, reveals the business behind the magic of quality service. During the last 15 years, thousands of professionals from more than 35 countries and more than 40 industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations." "Be Our Guest highlights the successes many of these companies have achieved, plus the key processes and best practices that have made Disney a trusted and revered brand around the world for more than 75 years."--BOOK JACKET.
Format: Books

100 Practical Ways to Improve Customer Experience : Achieve End-To-End Customer Engagement in a Multichannel World.

2024-05-08T20:52:04Z

by Newman, Martin.
Call Number 658.812
Publication Date 2018
Summary Transform your business by improving customer experience across the entire end-to-end value chain with this practical guide, including 100 tips and case studies from brands like Amazon, AirBnB and Uber.
Format: Electronic Resources
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Class acts [electronic resource] : service and inequality in luxury hotels / Rachel Sherman.

2024-05-08T20:52:04Z

by Sherman, Rachel, 1970-
Call Number 647.94068 22
Publication Date 2007
Summary Going behind the scenes in two urban luxury hotels, this study gives a picture of the workers who care for and cater to wealthy guests by providing seemingly unlimited personal attention. Drawing on interviews and ethnographic research in a range of hotel jobs, it analyses what exactly luxury service consists of.
Format: Electronic Resources
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Managing the Customer Experience [electronic resource].

2024-05-08T20:52:04Z

by Palmer, Adrian.
Call Number 658.12
Publication Date 2009
Summary This e-book aims to raise debate about the theory and application of customer experience within the context of direct marketing. Despite the apparent appeal of the concept, the unique nature of a customer experience, which is specific to a customer, at a specific time and location, in the context of a specific event, provides challenges for managers to implement the concept for planning and control purposes.
Format: Electronic Resources
Click here to view book

Surprise! [electronic resource] : The Secret to Customer Loyalty in the Service Sector

2024-05-08T20:52:04Z

by Magnini, Vincent P.
Call Number 658.812
Publication Date 2014
Summary 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 boo
Format: Electronic Resources
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Summary [electronic resource] : How to Win by Putting Customers at the Core of Your Business

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.100298345
Publication Date 2014
Summary This work offers a summary of the book: "Uncommon Service: How to Win by Putting Customers at the Core of Your Business" by Frances Frei's and Anne Morris.Summary of the ideas in Frances Frei's and Anne Morris' book: "Uncommon Service" explains that it's not enough to demand that employees deliver a great service. In other words, it is indispensable to design a business model so that all employees deliver excellent service as an every day occurrence. This summary provides a guideline in 5 steps to establish the cornerstones for delivering uncommon service on an ongoing basis.1. Service offeri
Format: Electronic Resources
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Paediatric Hypertension : (Includes downloadable software).

2024-05-08T20:52:04Z

by Giovannozzi, Chiara.
Call Number 617
Publication Date 2010
Summary The covered topics range from the regulation of blood pressure and its assessment in children to day-to-day management. The attached calculator provides a hypertension assessment software: entering data about sex, height, systolic and diastolic pressure, the program indicates the presence and severity of hypertension.
Format: Electronic Resources
Click here to view book

Summary of Frances Frei & Anne Morriss's Uncommon Service.

2024-05-08T20:52:04Z

by Media, IRB.
Call Number 658.81200000000001
Publication Date 2022
Format: Electronic Resources
Click here to view book

CIM Revision Cards [electronic resource].

2024-05-08T20:52:04Z

by Donnelly, Ray.
Call Number 658.812
Publication Date 2012
Summary Designed specifically with revision in mind, the CIM Revision Cards provide concise, yet fundamental information to assist students in passing the CIM exams as easily as possible. A clear, carefully structured layout aids the learning process and ensures the key points are covered in a succinct and accessible manner. The compact, spiral bound format enables the cards to be carried around easily, the content therefore always being on hand, making them invaluable resources no matter where you are. Features such as diagrams and bulleted lists are used throughout to ensure the key points a
Format: Electronic Resources
Click here to view book

Win the Customer : 70 Simple Rules for Sensational Service.

2024-05-08T20:52:04Z

by Martins, Flavio.
Call Number 658.812
Publication Date 2015
Summary Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business.
Format: Electronic Resources
Click here to view book

Uncommon Service : How to Win by Putting Customers at the Core of Your Business.

2024-05-08T20:52:04Z

by Frei, Frances.
Call Number 658.812
Publication Date 2012
Format: Electronic Resources
Click here to view book

Summary : How Leading Firms Are Transforming Their Futures.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.2003987465
Publication Date 2013
Summary This work offers a summary of the book "DRIVING GROWTH THROUGH INNOVATION: How Leading Firms Are Transforming Their Futures by Robert Tucker".The best and only way to actually grow a company is to innovate - to offer customers something new. To state the obvious, innovation increases revenues because existing and new customers buy more of what you have to sell. No amount of reengineering or fine-tuning operational efficiencies can have the same impact as innovation. There is literally no other strategy by which a company can steadily increase its revenues and profits except through ongoing innovation.
Format: Electronic Resources
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The perception of a difference [electronic resource] : the power in buying, marketing, selling, customer care / Wesley W. Zimmerman.

2024-05-08T20:52:04Z

by Zimmerman, Wesley W.
Call Number 650.1 22
Publication Date 2005
Summary In the first five seconds of your first contact with a person or business, a perception forms in your mind: This 'perception of a difference' forms without your conscious knowledge or control and affects your relationship with that person or business fro.
Format: Electronic Resources
Click here to view

Critical Companion to Tim O'Brien.

2024-05-08T20:52:04Z

by Farrell, Susan Elizabeth.
Call Number 813.54
Publication Date 2011
Summary Tim O'Brien is the one of the greatest living American authors. He was drafted for service in Vietnam as soon as he graduated from Macalester College in 1968. His Vietnam War novels The Things They Carried and Going After Cacciato are widely acknowledged as some of the best American war novels ever written. Critical Companion to Tim O'Brien is a comprehensive new resource for anyone interested in this author's life, works, and achievements. Coverage includes:. A concise but thorough biography of O'Brien. Entries on all O'Brien's works, including his war novels, Going After Cacciato, The Things They Carried, and In the Lake of the Woods; his memoir, If I Die in a Combat Zone, Box Me Up and Ship Me Home; and all his other published novels and short stories, including The Nuclear Age, July, July, and more. Entries on related people, places, and topics, such as Green Berets, Ernest Hemingway, metafiction, and Viet Cong. Appendixes, including a chronology, a bibliography of O'Brien's works, and a secondary source bibliography.
Format: Electronic Resources
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Coming, sir! : The autobiography of a waiter / by Dave Marlowe; with a foreword by Desmond MacCarthy.

2024-05-08T20:52:04Z

by Marlowe, Dave, 1907-1988
Call Number ARC 910 MAR
Publication Date 1937
Format: Books

Summary : How Intangibles Are Driving Business Performance.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.200398475
Publication Date 2013
Summary Complete summary of Jonathan Low and Pam Kalafut's book: "Invisible Advantage: How Intangibles Are Driving Business Performance". This summary of the ideas from Jonathan Low and Pam Kalafut's book "Invisible Advantage" explains how every business has intangible assets, such as customer loyalty or brand equity, which do not appear on financial statements but add significant value to your company. In their book, the authors demonstrate how these intangibles are the hardest aspects of your business for competitors to emulate, therefore making them all-important in the creation and maintenance of competitive edge. This summary shows the 12 drivers of the intangible economy and how you can measure and implement them in your business. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "Invisible Advantage" and discover the key to using your intangible assets to boost your competitive advantage.
Format: Electronic Resources
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Beyond the Ultimate Question : A Systematic Approach to Improve Customer Loyalty.

2024-05-08T20:52:04Z

by Hayes, Bob E.
Call Number 658.8343
Publication Date 2009
Format: Electronic Resources
Click here to view book

User-based Innovation in Services.

2024-05-08T20:52:04Z

by Sundbo, Jon.
Call Number 338.064
Publication Date 2011
Summary This book demonstrates pioneering work on user-based service innovation using an analytical framework. This approach involves understanding the needs of users, the service firms collaborating with them, and recognising the fact that users are innovators and, as such, services develop whilst in use. As well as presenting case studies, the book discusses theoretically what user-based innovation means in the context of services. Three main fields are analysed: user-based innovation in knowledge-intensive business service, user-based innovation in public services, and models and methods for structuring user-based innovation. Incorporating both an academic and analytical approach, this insightful book will be a source of inspiration for researchers in innovation and services. Graduate and postgraduate students in business administration and innovation, as well as administrators in public administrations and executive managers in service firms will also find plenty of important information in this invaluable resource.
Format: Electronic Resources
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Services marketing / William Chitty, Andrew Hughes, Steven D'Alessandro.

2024-05-08T20:52:04Z

by Chitty, William.
Call Number 658.8 CHI
Publication Date 2012
Format: Books

Summary : How Ideals Power Growth at the World's Greatest Companies.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.20038745
Publication Date 2014
Summary Complete summary of Jim Stengel's book: "Grow: How Ideals Power Growth at the World's Greatest Companies". This summary of the ideas from Jim Stengel's book "Grow" shows how high growth companies aren't just interested in money - they're trying to change the world. In his book, the author explains that the best way to grow is not to pursue growth directly, but to make improving your customers' lives your primary aim. This summary highlights five things that your company must do in order to satisfy this aim and drive growth. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your business knowledge To learn more, read "Grow" and follow the best practices of the world's high growth companies and focus on your customers.
Format: Electronic Resources
Click here to view book

Flip the Funnel : How to Use Existing Customers to Gain New Ones.

2024-05-08T20:52:04Z

by Jaffe, Joseph.
Call Number 658.872
Publication Date 2010
Summary Why customer retention is the new acquisition If there's anything the recession of 2009 taught us, it was theimportance of investing in our customers, but when was this anydifferent? So says Joseph Jaffe, bestselling author of LifeAfter the 30-Second Spot and Join the Conversation, anda leading expert and thought leader on new media and social media.In most businesses, it costs roughly five-to-ten times more toacquire a new customer than it does to retain an existing one, andyet companies continue to disproportionately spend their budgetsinto the "wrong" end of the funnel - the mass media orawareness side. What we haven't paid enough attention to is the "right" end ofthe funnel-the word-of-mouth component that essentially acts as amultiplier for future business. The economic impact of an active,engaged and loyal customer is tremendous. And the same is true of the opposite scenario, namely the impactof angry customers and negative word-of-mouth or referrals. It isthis thinking that Jaffe has channeled to challenge marketers to"flip the funnel" once and for all. With a renewed focus and energyon customer experience, it is possible to grow your sales, whiledecreasing your budget - in other words, getting more fromless. Engaging a few customers to spread the word to many. Using this new "flipped funnel" model, together with a set ofnew rules of customer service and a revolutionary customer referraland activation process, you'll learn how to transform your existingcustomers into your best salespeople. In addition, Jaffe willexplain how to best introduce and combine both digital and socialmedia tools to boost your loyalty arsenal, deploy "influencermarketing" and implement word-of-mouth strategies that inspire yourloyal, opinionated, and most vocal customers to become credible,persuasive, and influential endorsers of your products andservices. Explains how to cut your marketing budget AND grow sales!Illustrates practical ways to use existing customers to reachout to new prospectsOutlines the authentic role of social mediaDemonstrates key ideas with rich, real life examples includingComcast, Apple, The Obama Campaign, Dell, Panasonic, AmericanAirlines, Delta Airlines, Johnson & Johnson, Coca-Cola andmany, many moreWritten by one of the most sought-after consultants, keynotespeakers, and thought-leaders on new marketing change andinnovation; renowned blogger and podcaster at Jaffe Juice(www.jaffejuice.com) and host/presenter of web video show,JaffeJuiceTV (www.jaffejuice.tv) Visit www.flipthefunnelnow.com to join the conversation.
Format: Electronic Resources
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Customer Service Delivery in Africa : Consumer Perceptions of Quality in Selected African Countries.

2024-05-08T20:52:04Z

by Hinson, Robert Ebo.
Call Number 658.8120967
Publication Date 2024
Summary This book consists of seven chapters beginning with an overview detailing the importance of customer service matters to Africa's development and ending with a discussion of the future directions for enhanced customer service delivery in Africa.
Format: Electronic Resources
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Empowerment : HR strategies for service excellence / Conrad Lashley.

2024-05-08T20:52:04Z

by Lashley, Conrad.
Call Number 658.3 LAS
Publication Date 2001
Format: Books
Publisher description http://www.loc.gov/catdir/description/els031/2002275103.html Table of contents http://www.loc.gov/catdir/toc/els031/2002275103.html

Summary : A Blueprint for Profit in the Era of Customer Power.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.100298374
Publication Date 2013
Summary Complete summary of Glen Urban's book: "Don't Just Relate - Advocate: A Blueprint for Profit in the Era of Customer Power". This summary of the ideas from Glen Urban's book "Don't Just Relate - Advocate" shows how the best way to grow your business today is not by improving your marketing, but by advocating for your customers. In his book, the author explains how earning and retaining your customers' trust means they will remain loyal customers in the future and will recommend you to their friends and family. This summary details exactly how you can act as an advocate by finding out your customers' needs and selling them solutions. By reading Glen Urban's advice, you will hold the key to finding customers that will stay loyal forever. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "Don't Just Relate - Advocate" and find out why advocating for your customers will put you on the path to success.
Format: Electronic Resources
Click here to view book

Think Human : The Customer Experience Revolution in the Digital Age.

2024-05-08T20:52:04Z

by Duha, Olivier.
Call Number 658.812
Publication Date 2024
Summary Maximize customer satisfaction by transforming your customer relations into a key strategic resource, learning how to effectively utilize technology as well as the human touch to create a winning customer experience.
Format: Electronic Resources
Click here to view book

Your Customer Rules! : Delivering the Me2B Experiences That Today's Customers Demand.

2024-05-08T20:52:04Z

by Price, Bill.
Call Number 658.812
Publication Date 2014
Summary What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips-and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success. Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. But as Bill Price and David Jaffe (authors of The Best Service is No Service) show, a new business model is emerging in which the customer directs the relationship. It is becoming a world of "Me2B"-one in which the customer, not the business, dictates the terms of engagement. In order for your business to thrive, you must create positive experiences to fulfill a range of customer needs. Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanging. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. Throughout this practical guidebook, Price and Jaffe share examples of companies who succeed by meeting these seven needs, including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey, Vente-Privee, and Yamato Transport, as well as those that didn't. Your Customer Rules! offers tailored advice for companies at every stage, from nimble startups to legacy firms with established customer service practices-and everyone in between. With a simple, elegant solution for driving lasting value for customers, Your Customer Rules! is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels-business owners, marketing managers, and anyone who works directly with customers.
Format: Electronic Resources
Click here to view book

Summary : How Companies Must Change Today To Win The Battle For Internet Consumers.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.100292773
Publication Date 2014
Summary Complete summary of Mary Modahl's book: "Now or Never: How Companies Must Change Today to Win the Battle for Internet Consumers". This summary of the ideas from Mary Modahl's book "Now or Never" shows that the battle for internet consumers is still underway. It can still be won by either traditional companies or internet start-ups. However, in her book the author states that time is running out: traditional companies cannot ignore the internet for much longer and internet start-ups need to start generating profit soon. This summary presents three key objectives that companies should aim to achieve over the next five years if they want to win the battle and prosper. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your business knowledge To learn more, read "Now or Never" and find out why it is so important for companies to gain prominence on the internet in order to survive in the future.
Format: Electronic Resources
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Customer Advocate and the Customer Saboteur Linking Social Word-Of-Mouth, Brand Impression, and Stakeholder Behavior.

2024-05-08T20:52:04Z

by Lowenstein, Michael W.
Call Number 658.812
Publication Date 2011
Format: Electronic Resources
Click here to view book

Summary : The Art and Science of Customer Experience Mapping.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.8343
Publication Date 2013
Summary Complete summary of Gary Millet and Blaine Millet's book: "Creating and Delivering Totally Awesome Customer Experiences: The Art and Science of Customer Experience Mappingâ. This summary of the ideas from Gary Millet and Blaine Millet's book "Creating and Delivering Totally Awesome Customer Experiences" shows that when customers are delighted, they become more loyal to your business and they will go out of their way to recommend you to their friends and associates. Furthermore, you differentiate yourself from all your competitors simply and powerfully and you lower your marketing and product development costs â because loyal customers will tell you what they really want and need.  In essence this summary highlights that any organizationâs immediate success and long-term viability depends entirely on the quality of the relationship formed with each individual customer.  Added-value of this summary:  â¢ Save time  â¢ Understand the key concepts  â¢ Increase your business knowledge To learn more, read "Creating and Delivering Totally Awesome Customer Experiences" and discover all the recipes necessary to develop customer relationships and loyalty.
Format: Electronic Resources
Click here to view book

Mothers United : An Immigrant Struggle for Socially Just Education.

2024-05-08T20:52:04Z

by Dyrness, Andrea.
Call Number 371.8269120979466
Publication Date 2011
Summary In urban American school systems, the children of recent immigrants and low-income parents of color disproportionately suffer from overcrowded classrooms, lack of access to educational resources, and underqualified teachers. The challenges posed by these problems demand creative solutions that must often begin with parental intervention. But how can parents without college educations, American citizenship, English literacy skills, or economic stability organize to initiate change on behalf of their children and their community?. In "Mothers United," Andrea Dyrness chronicles the experiences of five Latina immigrant mothers in Oakland, California--one of the most troubled urban school districts in the country--as they become informed and engaged advocates for their children's education. These women, who called themselves "Madres Unidas" ("Mothers United"), joined a neighborhood group of teachers and parents to plan a new, small, and autonomous neighborhood-based school to replace the overcrowded Whitman School. Collaborating with the author, among others, to conduct interviews and focus groups with teachers, parents, and students, these mothers moved from isolation and marginality to take on unfamiliar roles as researchers and community activists while facing resistance from within the local school district. "Mothers United" illuminates the mothers' journey to create their own space--centered around the kitchen table--that enhanced their capacity to improve their children's lives. At the same time, Dyrness critiques how community organizers, teachers, and educational policy makers, despite their democratic rhetoric, repeatedly asserted their right as "experts," reproducing the injustice they hoped to overcome. A powerful, inspiring story about self-learning, consciousness-raising, and empowerment, Mothers United offers important lessons for school reform movements everywhere.
Format: Electronic Resources
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What's the Secret [electronic resource] : to Providing a World-class Customer Experience

2024-05-08T20:52:04Z

by DiJulius, John R.
Call Number 658.812
Publication Date 2008
Summary What's the Secrets? gives you an inside look at the world-class customer service strategies at today?s some of today?s best companies. You'll 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 world?s best customer service providers.
Format: Electronic Resources
Click here to view book

The Innovator's Dilemma with Award-Winning Harvard Business Review Article ?How Will You Measure Your Life?? (2 Items).

2024-05-08T20:52:04Z

by Clayton.
Call Number 658.4063
Publication Date 2012
Format: Electronic Resources
Click here to view book

Dealing with conflict situations [videorecording] : communicate on the telephone.

2024-05-08T20:52:04Z

by William Angliss Institute
Call Number DVD 647 DEA
Publication Date 2005
Summary Demonstrates some basic skills required when dealing with customers and clients, demonstrating both appropriate and inappropriate behaviour.
Format: Video disc

The Multichannel Challenge : Integrating Customer Experiences for Profit.

2024-05-08T20:52:04Z

by Wilson, Hugh.
Call Number 658.872
Publication Date 2008
Summary While innovation in products and services continues apace, today's competitive strategy is equally based on innovation in the route to market. Tesco.com, Direct Line, First Direct and easyJet are just a few examples of innovative channel strategies as a key component of the value proposition. We find ourselves in a multi-channel world. This book is drawn from the experience of major companies such as IBM, First Direct, Taylor Woodrow and BT. Lessons are explained clearly: be Multi not multiple; channels as weapons; think combinations; design from the top, but think people and measure it. The key concepts are backed by carefully tested practical advice from making organisational change to understanding channel metrics. Based on work from Cranfield's world leading Customer Management Forum, this is the essential practical guide for senior management in key areas like marketing, sales, customer services and strategy.
Format: Electronic Resources
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Summary : How You Can Start Building A Customer-Focused Company Today.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.20398475
Publication Date 2013
Summary Complete summary of Ken Blanchard's, Jim Ballard's and Fred Finch's book: "Customer Mania : It's Never Too Late to Build a Customer-Focused Company"The review of the ideas in "Customer Mania" shows that to succeed in business today, you have to provide consistently great customer service. In other words, unless you have a unified, people-first, customer-oriented culture, it will be difficult to build your business going forward. Fortunately, any company large or small can achieve this. Note that you can't build a customer-focused company by emphasizing the results that you want to achieve. This is the equivalent of putting the cart before the horse. When you focus on results, getting people to do the right thing will be an effort - people will have to be convinced that's the right way to go. A much more effective idea is to concentrate on building your people first, and then they will just naturally take care of the customer in the ways you prefer. Get your people acting with passion and commitment and everything else will just naturally fall into place. With astute management, you'll even be able to create a self-perpetuating cycle where the work feeds the energy of the people involved, which in turn means the work gets done better, leading to increased levels of energy in the future and so on.Added-value of this summary:   Save time  Understand the key concepts   Increase your business knowledge To learn more, read the summary of "Customer Mania" and succeed in business!.
Format: Electronic Resources
Click here to view book

Value Creation, Value Assessment and Value Capture from a Managerial Perspective.

2024-05-08T20:52:04Z

by Zahay, Debra.
Call Number 658.812
Publication Date 2014
Summary Faced with increased complexity and competitive intensity, firms have had to revisit their business positioning and adopt more impactful and differentiated business strategies. This constant demand for innovation, business model redesign and compelling marketing strategies have forced managers to pay closer attention to customer value and how they can create it, measure it and capture it. For the past few years, marketing and management scholars have placed customer value as one of their top research priorities. Given that most managers in firms create their own social construction of value and that the subject remains largely unexplored, we proposed a special call for paper to further explore this concept from an organizational and managerial perspective. This project aimed at developing knowledge for inquiry in three domains of customer value research: value creation, value assessment, and value capture. This E-book presents nine academic papers reviewing and discussing the three domains of value management. We hope to bring additional knowledge and to trigger additional research interests in this emerging field.
Format: Electronic Resources
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Selling Luxury [electronic resource] : Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale

2024-05-08T20:52:04Z

by Lent, Robin.
Call Number 658.85
Publication Date 2009
Summary Praise for Selling Luxury ""Geneviève and Robin have brought together their talents to create a book that gives all Sales Ambassadors the fundamentals in selling and building customer loyalty.""-Hamida Belkadi, CEO, De Beers Diamond Jewellers, USA ""Selling Luxury is filled with ways of exceeding each client's expectations through offering a service that surprises and delights.""-Aaron Simpson, Group Executive Chairman, Quintessentiall What does it take to sell high-end luxury creations to the richest clients in the world? In Selling Luxury, Rob
Format: Electronic Resources
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Summary : Lessons From the Front Lines of Doing Business in China.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.100298774
Publication Date 2014
Summary Complete summary of James McGregor's book: "One Billion Customers: Lessons from the Front Lines of Doing Business in China". This summary of the ideas from James McGregor's book "One Billion Customers" shows that it is difficult to emphasize just how important the Chinese economy will end up becoming to the global economy in the future. China has already surpassed Britain as the worldâs fourth-largest economy and is now well on its way to becoming the worldâs largest market. In his book, the author explains that foreign companies are therefore flocking to get a foothold in China before the market really becomes well established. This summary offers an insight into how the Chinese do business and how to understand and work with them in order to succeed in business in the future. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "One Billion Customers" and find out what you need to do in order to access the market in China and sell over a billion products.
Format: Electronic Resources
Click here to view book

Customer Innovation : Delivering a Customer-Led Strategy for Sustainable Growth.

2024-05-08T20:52:04Z

by Debruyne, Marion.
Call Number 658.812
Publication Date 2019
Summary Draws customer-centric marketing and innovative business strategy together into a breakthrough formula for transformative, long-term growth.
Format: Electronic Resources
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No Thanks, I'm Just Looking : Sales Techniques for Turning Shoppers into Buyers.

2024-05-08T20:52:04Z

by Friedman, Harry J.
Call Number 658.85
Publication Date 2012
Summary Secrets of the trade from the master of retail selling and sales training No Thanks, I'm Just Looking gives anyone the inside scoop on how to skyrocket their selling career with a system of easy-to-learn practical money-making steps. By saving countless hours of trial-and-error experience, readers will be able to focus on the things that really work. Considered to be retail guru Harry J. Friedman's personal collection of proven selling techniques, No Thanks, I'm Just Looking includes all the tips and humorous anecdotes that have made him retail's most sought-after consultant. No Thanks, I'm Just Looking delivers the tricks of the trade from an international retail authority. Author is the most heavily attended speaker on retail selling and operational management in the world These groundbreaking high-performance training systems have been used by more than 500,000 retailers, from small independents to the likes of Neiman Marcus, Cartier, Billabong, La-Z-Boy and Godiva, to routinely deliver more sales Friedman created the number one retail sales and management system used by more retailers than any other system of its kind in the world Get proven techniques that will increase sales and elevate your staff to a high-performance sales team.
Format: Electronic Resources
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Selected Papers from the 16th QMOD-ICQSS conference : From LearnAbility and InnovAbility to SustainAbility.

2024-05-08T20:52:04Z

by Dahlgaard-Park, Su Mi.
Call Number 658.83
Publication Date 2014
Summary This ebook contains 12 papers selected from the 16th QMOD-ICQSS conference: From LearnAbility and InnovAbility to SustainAbility. The first paper by Pantouvakis attempts to investigate the effects of market orientation (MO) and service quality (SQ) logic on business performance. The second paper by Gamme & Aschehoug looks at 2 case companies, to identify what these companies have experienced as important enablers and disablers in their lean implementation process. The following research questions are addressed: In what way(s) does lean contribute to greater operational integration? In what way(s) does lean hinder operational integration? In paper 3, Falkheimer describes and reflects upon strategic communication and its relevance for organizational development and the service sciences, while in the fourth contribution Senic & Marinkovic identify four dimensions of customer value: emotional value, social value, functional value and monetary value. They aim to determine the effects of the aforementioned values on attitudinal loyalty and behavioral intentions.Gremyr & Elg then examine the value of a developmental learning view on implementation of QM concepts, followed by a paper examining some of the considerations in the preparation of professionals for service quality and organizational excellence, by Professor T.N Goh.In paper 7, Saeedi et al look at the impacts of inward international licensing (IIL) on the absorptive capacity (ACAP) of SMEs in a developing economy, followed by a paper by Brown focusing on how organisations can benefit from adopting an organic paradigm of management to maximise the benefits of a quality and business excellence strategy.The purpose of the next paper by Ljungblom is to research the practice of ethics in Swedish health care organizations using Lean Management. This is followed by a contribution from Siverbo et al who first describe how the training of healthcare professionals in improvement work can be performed, and then evaluate potential changes in attitude as a result of the initiative. The next study by Booker and Tucker establishes suggested criteria by which push and pull elements can be utilized to streamline the much needed pedagogical process for mid-career professionals taking asynchronous online graduate classes. The final contribution in this issue is from Amorim & Saghezchi who investigate the existence of differences in service quality assessments across distinct retail store formats, addressing customers' quality assessments for physical aspects, personal interactions, reliability and policies dimensions in hypermarkets and supermarkets, to analyse the impacts for satisfaction and loyalty.
Format: Electronic Resources
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Waiter rant : behind the scenes of eating out / A. Waiter.

2024-05-08T20:52:04Z

by Waiter, A.
Call Number 647.95 WAI
Publication Date 2008
Summary Most restaurant customers are nice people, but a few are socially maladjusted psychopaths who relish giving their waiters a hard time. Waiter Rant gives the inside scoop on what really goes on behind the scenes in a restaurant, how to be a good customer and get great service and why, strangely, a waiter's lifestyle is addictive.
Format: Regular print

Focusing on Your Customer.

2024-05-08T20:52:04Z

by Review, Harvard Business.
Call Number 658.812
Publication Date 2010
Summary Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. But gaining customer loyalty requires hard work, care, and attentiveness. In this book, you'll learn to assess the lifetime value of a customer, and why it makes sense to build loyalty among your target customers. You'll also learn to: - Understand the service-profit chain - Leverage the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability - Build and refine a process for delivering extraordinary value to your customers.
Format: Electronic Resources
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The Nordstrom Way to Customer Experience Excellence : Creating a Values-Driven Service Culture.

2024-05-08T20:52:04Z

by Spector, Robert.
Call Number 658.812
Publication Date 2017
Format: Electronic Resources
Click here to view book

Anatomy of services branding [electronic resource].

2024-05-08T20:52:04Z

by O'Cass, Aron.
Call Number XX(33630.1)
Publication Date 2011
Summary This e-book focuses on the anatomy of services branding.
Format: Electronic Resources
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Wired and Dangerous : How Your Customers Have Changed and What to Do about It.

2024-05-08T20:52:04Z

by Bell, Chip R.
Call Number 658.812
Publication Date 2011
Summary Bestselling authors Chip Bell and John Patterson (more than 500,000 book copies sold collectively) describe the new rules for coping with demanding customers in a wired, want-it-now world.
Format: Electronic Resources
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How to Get Your Customers Swearing By You Not at You : A Practical Methodology and Toolkit.

2024-05-08T20:52:04Z

by Friedman, Nancy.
Call Number 658.812
Publication Date 2008
Summary Faced with the challenge of developing effective customer service training? Not sure where to start? Whether you are a novice at the customer service game or an experienced facilitator, this book will make the development process fun and a whole lot easier. How to Get Customers Swearing by You, Not at You is an invaluable source of customer service material, tips and ideas all geared toward keeping the customers you worked so hard to get. The book is highly readable, the suggestions are easily adapted and the information is serious, yet presented in a lighthearted manner. Step by step, the "Telephone Doctor" walks you through the process of creating a formal customer service training program. Topics include barriers to training, management involvement, content, budgets and costs, icebreakers, workbooks, role playing, lecturing, questions, problem attendees, classroom evaluations, testing and more. Throughout the book, the author offers short commentaries on aspects of training and customer service that will help you look at the subject in a fresh, new light. How to Get Customers Swearing by You, Not at You covers a lot of ground. But it is all common sense and will empower you to create your own customer service training program and make it as basic or elaborate as you wish.
Format: Electronic Resources
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The Experience : The 5 Principles of Disney Service and Relationship Excellence.

2024-05-08T20:52:04Z

by Loeffler, Bruce.
Call Number 658.812
Publication Date 2015
Summary 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 isn't enough in today's marketplace, where everyone's 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 insider's perspective.
Format: Electronic Resources
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Excellence every day [electronic resource] : make the daily choice & inspire your employees and amaze your customers / Lior Arussy.

2024-05-08T20:52:04Z

by Arussy, Lior.
Call Number 658.812 ARU
Publication Date 2008
Summary Addressing all levels of the corporate ladder, from customer service to the CEO, this business-savvy handbook explores "The Excellence Myth," revealing a new philosophy of excellence to help individuals and organizations reach their performance potential. Including both personal anecdotes as well as the results of a 23,000-participant study, the book details the keys to expanding leadership skills, improving employee satisfaction and job performance, and securing customer loyalty. The guide also explains how making "The Daily Choice" will empower employees to reach new heights of excellence
Format: Electronic Resources
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Banking Services and the Consumer (RLE [electronic resource].

2024-05-08T20:52:04Z

by Consumer Focus,.
Call Number 332.170941
Publication Date 2012
Summary This report, prepared for the government by the National Consumer Council, examines money transmission, access to banking services, new technology, banking and the law, disputes between bank and customer, saving and borrowing. There are special sections on Northern Ireland and Scotland and on bank executor and trustee work - all from a consumer perspective. It is based on the findings of two surveys of consumer attitudes to banking services and evidence from the banks and building societies themselves.
Format: Electronic Resources
Click here to view book http://angliss.eblib.com.au/patron/FullRecord.aspx?p=981838

The Intention Economy : When Customers Take Charge.

2024-05-08T20:52:04Z

by Searls, Doc.
Call Number 658.8342
Publication Date 2012
Summary Caveat venditorlet the seller beware While marketers look for more ways to get personal with customers, including new tricks with big data," customers are about to get personal in their own ways, with their own tools. Soon consumers will be able to:  Control the flow and use of personal data  Build their own loyalty programs  Dictate their own terms of service  Tell whole markets what they want, how they want it, where and when they should be able to get it, and how much it should cost And they will do all of this outside of any one vendor's silo. This new landscape we're entering is what Doc Searls calls The Intention Economyone in which demand will drive supply far more directly, efficiently, and compellingly than ever before. In this book he describes an economy driven by consumer intent, where vendors must respond to the actual intentions of customers instead of vying for the attention of many. New customer tools will provide the engine, with VRM (Vendor Relationship Management) providing the consumer counterpart to vendors' CRM (Customer Relationship Management) systems. For example, imagine being able to change your address once for every company you deal with, or combining services from multiple companies in real time, in your own waysall while keeping an auditable accounting of every one of your interactions in the marketplace. These tantalizing possibilities and many others are introduced in this book. As customers become more independent and powerful, and the Intention Economy emerges, only vendors and organizations that are ready for the change will survive, and thrive. Where do you stand?.
Format: Electronic Resources
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Customer Care Excellence : How to Create an Effective Customer Focus.

2024-05-08T20:52:04Z

by Cook, Sarah.
Call Number 658.812
Publication Date 2010
Summary Customer Care Excellence sets the scene for customer care against a backdrop of increasing customer expectations, globalization and developing technology. Using international case studies and examples (including ebay, Virgin and Aviva) it looks to define really excellent service and shows how organizations can create customer focus.
Format: Electronic Resources
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The Experience Economy, With a New Preface by the Authors : Competing for Customer Time, Attention, and Money.

2024-05-08T20:52:04Z

by Pine II, B. Joseph.
Call Number 658.56
Publication Date 2019
Format: Electronic Resources
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Summary : Choose Your Customers, Narrow Your Focus, Dominate Your Market.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.8
Publication Date 2014
Summary Complete summary of Michael Treacy and Fred Wiersemaâs book: âThe Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Marketâ. This summary of the ideas from Michael Treacy and Fred Wiersemaâs book âThe Discipline of Market Leadersâ shows how it is important for companies to select a unique value to deliver to customers in order to be truly successful. The authors explains the three key value disciplines that the current market leaders have applied and how you can apply them in your own company. By following these principles, you will be able to deliver ongoing value to your customers to set you apart from the competitors. Added-value of this summary: â¢ Save time â¢ Understand key principles â¢ Expand your business knowledge To learn more, read âThe Discipline of Market Leadersâ and learn from the most successful companies to start thinking about business differently.
Format: Electronic Resources
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The Power of Customer Experience : How to Use Customer-Centricity to Drive Sales and Profitability.

2024-05-08T20:52:04Z

by Newman, Martin.
Call Number 658.812
Publication Date 2021
Summary Refocus on the customer to outstrip your competition and increase profitability, with invaluable insight into the direct correlation between customer-centricity and shareholder value, proven by today's most successful companies.
Format: Electronic Resources
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At Your Service [electronic resource] : How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques

2024-05-08T20:52:04Z

by Eliason, Frank.
Call Number 658.812
Publication Date 2012
Summary 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 experienceAdvises on the need to communicate that experience to their customers and potential customersFrank 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.
Format: Electronic Resources
Click here to view book http://angliss.eblib.com.au/patron/FullRecord.aspx?p=822000

Chocolates on the Pillow Aren't Enough : Reinventing The Customer Experience.

2024-05-08T20:52:04Z

by Tisch, Jonathan.
Call Number 647.94068
Publication Date 2007
Summary 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.
Format: Electronic Resources
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Summary : 24 Ways to Keep Your Customers - When the Competition Is Just a Click Away.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.8658.812
Publication Date 2013
Summary Complete summary of Ron Zemke and Tom Connellan's book: "E-Service: 24 Ways to Keep Your Customers - When the Competition Is Just a Click Away". This summary of the ideas from Ron Zemke and Tom Connellan's book "E-Service" shows how the key to success doesn't lie in attracting visitors, but in creating highly satisfied customers who will do business with you again and again. According to Ron Zemke and Tom Connellan, the only thing you need to do to achieve this is apply the correct principles and customer service concepts. In their book, the authors offer easy-to-follow guidance on how to keep your business thriving online and stop customers from clicking over to competitors. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your business knowledge To learn more, read "E-Service" and discover the key to standing out from the internet crowd.
Format: Electronic Resources
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No Nonsense : 100+ Ideas to Bring in More Customers.

2024-05-08T20:52:04Z

by Wilson, Jerry R.
Call Number 658.812
Publication Date 2020
Format: Electronic Resources
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What's the Future of Business? : Changing the Way Businesses Create Experiences.

2024-05-08T20:52:04Z

by Solis, Brian.
Call Number 658.406
Publication Date 2013
Summary "In today's rapidly changing digital environment, Darwinism is alive and well. What's the Future of Business doesn't just explore trends and theories; it introduces a dynamic, actionable path to transformation." -Evan Greene, CMO, The Recording Academy, Producers of the GRAMMY Awards Rethink your business model to incorporate the power of "user" experiences   What's the Future of Business? will galvanize a new movement that aligns the tenets of user experience with the vision of innovative leadership to improve business performance, engagement, and relationships for a new generation of consumerism. It provides an overview of real-world experiences versus "user" experiences in relation to products, services, mobile, social media, and commerce, among others. This book explains why experience is everything and how the future of business will come down to shared experiences.  Aligns the tenets of user experience with the concepts of innovative leadership to improve business performance and engagement and to motivate readers to rethink business models and customer and employee relationships Motivates readers to rethink business models, products and services, marketing, and customer and employee relationships with desired experiences in mind Brian Solis is globally recognized as one of the most prominent thought leaders and published authors in new media, and is the author of Engage! and The End of Business as Usual!  Discover how user experience design affects your business, and how you can harness its power for meaningful revenue growth.
Format: Electronic Resources
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Lead With Your Customer, 2nd Edition : Transform Culture and Brand into World-Class Excellence.

2024-05-08T20:52:04Z

by Jones, Mark David.
Call Number 658.4092
Publication Date 2023
Format: Electronic Resources
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Exploring hospitality [videorecording] : interactive media resource. Part 1, Working in the hospitality industry.

2024-05-08T20:52:04Z

Call Number TR DVD 647.940683 EXP 1
Publication Date 2012
Summary "Provides an overview of the industry, including its various sectors and key themes, as well as important practical elements of working in the industry. Perfect for use in a classroom or other learning environments, this self-paced learning resource utilises text, video and interactive media" -- Container.
Format: Video disc

How May We Hate You? : Notes from the Concierge Desk.

2024-05-08T20:52:04Z

by Drezen, Anna.
Call Number 817.6
Publication Date 2016
Format: Electronic Resources
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Values-Based Service for Sustainable Business : Lessons from IKEA.

2024-05-08T20:52:04Z

by Edvardsson, Bo.
Call Number 658
Publication Date 2008
Summary The role of values in developing and managing service companies has been under researched in the existing literature - until now. This book analyzes a large organization (IKEA) as a basis for values based service for sustainable business. The authors provide an overview of the history of IKEA and the social and environmental perspectives that have acted as driving forces for creating economic value. They go on to develop values-based service thinking within the areas of service experience, service brand, and service leadership. The book concludes by comparing IKEA to other values-based service companies (such as Starbucks, H&M, and Body Shop); from these reflections, the book presents the key principles for a sustainable, values-based service business..
Format: Electronic Resources
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Key Account Management : Tools and Techniques for Achieving Profitable Key Supplier Status.

2024-05-08T20:52:04Z

by Cheverton, Peter.
Call Number 658.804
Publication Date 2015
Summary Learn why when a unique yet simple methodology is effectively implemented, it can identify, win, retain and develop a company's key customers and accounts.
Format: Electronic Resources
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Design Like Apple : Seven Principles for Creating Insanely Great Products, Services, and Experiences.

2024-05-08T20:52:04Z

by Edson, John.
Call Number 658.5752
Publication Date 2012
Summary Implement the same principles that shaped Apple's approach to design Apple sees design as a tool for creating beautiful experiences that convey a point of view down to the smallest detail--îfrom the tactile feedback of keyboard to the out-of-the-box experience of an iPhone package. And all of these capabilities are founded in a deep and rich embrace of what it means to be a designer. Design Like Apple uncovers the lessons from Apple's unique approach to product creation, manufacturing, delivery, and customer experience. Offers behind-the-scenes stories from current and recent Apple insiders Draws on case studies from other companies that have mastered the creative application of design to create outrageous business results Delivers how-to lessons across design, marketing, and business strategy Bridging creativity and commerce, this book will show you to how to truly Design Like Apple.
Format: Electronic Resources
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Advances in the Human Side of Service Engineering Design : Advances in the Human Side of Service Engineering.

2024-05-08T20:52:04Z

by Spohrer, James C.
Call Number 620.82
Publication Date 2012
Summary If there is any one element to the engineering of service systems that is unique, it is the extent to which the suitability of the system for human use, human service, and excellent human experience has been and must always be considered. An exploration of this emerging area of research and practice, Advances in the Human Side of Service Engineering covers a broad spectrum of ergonomics and human factors issues highlighting the design of contemporary manufacturing systems. Topics include: Adoption of health information technology (HIT) Aging society: the impact of age on traditional service system constructs Anthropology in service science Applying service design techniques to healthcare Co-creating value Cognitive systems modeling of service systems Context-related service: the human aspect of service systems Designing services for underserved populations Ethics dividend in services: how it may be cultivated, grown, and measured Governance of service systems Human aspects of change when applying Lean Six Sigma methods and tools Human side of service dominant logic in B2B settings Human-computer interaction and HF in software technologies Service network configuration impacts on customer experience Simulating employees and customers in service systems Systems design and the customer experience Usability and human side of electronic financial services The book also discusses issues that arise in shop floor and office environments in the quest for manufacturing agility, i.e. enhancement and integration of human skills with hardware performance for improved market competitiveness, management of change, product and process quality, and human-system reliability. It provides a foundation upon which researchers and practitioners can contribute to this quickly evolving area and make lasting contributions.
Format: Electronic Resources
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Managing Consumer Services [electronic resource] : Factory or Theater?

2024-05-08T20:52:04Z

by Baglieri, Enzo.
Call Number 658.812
Publication Date 2014
Summary This book presents latest research on the evolution of consumer services, as these services continue to become a larger part of the economy in the world. Four core focal points lead the central message of the book: first, the?convergence of back and front offices; second, placing the client as a fundamental input of services production and delivery process, and ''industrializing''?the?customers''?role?to?combine?efficiency?and experience; third, the constitution and role of inputs necessary for the configuration, production and delivery of the service,?with the crucial role?of ''operationalizi
Format: Electronic Resources
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Summary : Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.812
Publication Date 2014
Summary Complete summary of Shep Hyken's book: "The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience". This summary of the ideas from Shep Hyken's book "The Amazement Revolution" shows that customer service isnât a department within a company â itâs everything the company does. If you can amaze your customers, they will become addicted to doing business with you or more correctly to the level of the experience they receive from you. In his book, the author presents seven amazement strategies from the best customer service focused organizations in the world, which you can use to bring your customers into a "Cult of Amazement". This summary is a must-read for any manager who wants to learn from the best and become the top service organization in their industry. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "The Amazement Revolution" and find out how to teach your employees to deliver a superior experience to your customers.
Format: Electronic Resources
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The Client-Centred Financial Adviser : The Ultimate Guide to Building High-Trust, High-profit Relationships and a Thriving Practice.

2024-05-08T20:52:04Z

by Dashfield, John.
Call Number 332.6
Publication Date 2015
Summary This book is for financial advisers; it discusses states of mind and how this can be used to help the financial adviser give better care and service to clients.
Format: Electronic Resources
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User-Centric Networking : Future Perspectives.

2024-05-08T20:52:04Z

by Aldini, Alessandro.
Call Number 004.6
Publication Date 2014
Summary This work represents a milestone for the? 'ULOOP User-centric Wireless Local Loop' project funded by the EU IST Seventh Framework Programme.ULOOP is focused on the robust, secure, and autonomic deployment of user-centric wireless networks. Contributions by ULOOP partners as well as invited tutorials by international experts in the field. The expected impact is to increase awareness to user-centric networking in terms, e.g., of business opportunities and quality of experience, and to present adequate technology to sustain the growth of user-friendly wireless architectures.Throughout the last 3 years, ULOOP has developed enabling technologies for user-centricity in wireless networks, with particular emphasis on social trust management, cooperation incentives, community building, mobility estimation, and resource management.This work will be of interest to researchers, policymakers, operators, vendors, and end-users interested in the current and future directions of user-centric access networks.
Format: Electronic Resources
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Traveling Heritages : New perspectives on collecting, preserving and sharing women's history.

2024-05-08T20:52:04Z

by Wieringa, Saskia E.
Call Number 305.407900
Publication Date 2008
Summary In the context of our increasingly globalied and digitalied world, libraries and archives are experiencing major changes. The methods used internationally to collect cultural heritage and other historical material are shifting, as new media have added important innovative tools for gathering, preserving, and sharing information around the globe. In light of our increasingly multicultural societies and the expanding "digital divide," we need new and more inclusive approaches to the collection of cultural heritage. This means that critical reflection on both the contents of collections and methods of acquisition is crucial. The International Information Center and Archives for the Womens Movement (IIAV) in Amsterdam provides a case study in how to approach these issues. It considered such questions as how to make optimal use of new media, and whose histories should be represented in its archives. In Traveling Heritages, international and national heritage experts from academic, library, and archival professions reflect upon these questions, offering new perspectives on documenting womens histories.
Format: Electronic Resources
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The Innovator's Dilemma : When New Technologies Cause Great Firms to Fail.

2024-05-08T20:52:04Z

by Clayton.
Call Number 658
Publication Date 2013
Format: Electronic Resources
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Customer service management training 101 [electronic resource] : quick and easy techniques that get great results / Renee Evenson.

2024-05-08T20:52:04Z

by Evenson, Renee.
Call Number 658.3 EVE
Publication Date 2011
Summary Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting ò Time management ò Team development ò Conflict resolution ò Providi
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Dangerous Customer Service [electronic resource] : Dangerously Great Customer Service?How to Achieve it and Maintain it

2024-05-08T20:52:04Z

by Innovation, Impact.
Call Number 658.812
Publication Date 2011
Summary Dangerous Customer Services provides real help for real people in the real world. This book guide managers through the realities and practicalities of great customer service. Dangerous Customer Service shows the reader how to cover the basics: what customers expect from a service and what they will take for granted and how to create the magic that transforms that serivice into an extra special personal experience. Exercises and real-life examples will help the reader to learn and develop essential their customer services including loyalty, training your customer and services across cultures.
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The Constant Customer [electronic resource] : Keep Them Coming Back Again and Again and Again?

2024-05-08T20:52:04Z

by Doane, Darryl.
Call Number 658.43
Publication Date 2008
Summary These are trying times. The economy has created an environment that forces customers to make more decisions, be more selective and cut back on items they may not have given a second thought to only a year ago. How can you ensure your company survives and thrives? The Constant Customer has the answer. It lays out the necessary guidelines to establishing the proper environment for the constant customer who comes back again and again and again. This book contains guidelines, suggestions, insights and actions to help you. It also offers actions to be taken immediately including always taking care
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Putting Stakeholder Management into Practice [electronic resource].

2024-05-08T20:52:04Z

by Huber, Margit.
Call Number EBL1205251
Publication Date 2008
Summary Stakeholder Management - today's buzzword - is difficult to translate into practice even for the experienced manager. Following 'How to achieve excellence in Stakeholder Management', which included case studies from reputable companies, the present volume goes beyond explaining theoretical constructs. Success stories from a wide range of sectors and regions are analyzed in depth in order to illustrate how Stakeholder Management can be tailored to each unique situation. The reader will get concrete answers and ideas about planning and implementing successful stakeholder management in the area o
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Connected Strategy : Building Continuous Customer Relationships for Competitive Advantage.

2024-05-08T20:52:04Z

by Siggelkow, Nicolaj.
Call Number 658.812
Publication Date 2019
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Service Quality Measurement : Issues and Perspectives.

2024-05-08T20:52:04Z

by Rodrigues, Lewlyn L. R.
Call Number 658.8658.812
Publication Date 2013
Summary This book is very useful for it is not just 'descriptive' in its nature, but 'prescriptive', too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: 'Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?' This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the "research bent of mind" to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the findings? How to draw implications from the study results?   Biographische Informationen Lewlyn L.R. Rodrigues has 27 years' experience in teaching, research, and administration in several countries. He has successfully guided two students for their Ph.D., and is currently having ten Ph.D. students working under his supervision at Manipal University, India in diversified areas, such as knowledge management, innovation and technology management, manufacturing, service quality, and system dynamics. The author has published a book on system dynamics, entitled 'theory and case studies', about 120 papers in journals and conferences, and won several best paper awards. Moreover, he is a reviewer of several journals, including the 'Journal of Knowledge Management Practice', the 'South African Journal of Management Research', the 'European Modelling' and the 'Simulation Symposium'. The author holds a B.E. in mechanical engineering, an MBA in human resource and quality, an M.Tech. in production engineering, and a Ph.D. in system dynamics. Rodrigues is the professor and head of the Department of Humanities & Social Sciences at the Manipal Institute of Technology, and may be contacted at l.rodrigues@manipal.edu. Girish K Nair is a lecturer in the area of finance and economics in international hospitality and tourism and business management at the Stenden University, Qatar. He is pursuing his Ph.D. in economics, and further, he is a researcher in diversified fields, such as human resource management, international finance, economics, and marketing and strategic planning. Nair can be contacted at gknair7474@yahoo.com. Anisa Hussain has an MBA in human resource and systems, and an M.Phil. in management. She is currently pursuing her PhD in organizational citizenship behaviour, and is an assistant professor at the Jamal Institute of Management, Trichy, in India. The author has about 60 papers published in conferences, and 34 publications in journals. She is a very versatile researcher who has expertise in knowledge management, technology management, innovation management, system dynamics modelling and simulation with an in-depth knowledge in statistical analysis. Anisa may be contacted at anisa.akh@gmail.com. Dr U Syed Aktharsha holds a PhD in knowledge management, and is teaching information systems at the Jamal Institute of Management. He is an active researcher on strategic issues of information systems, and has various works published in most reputed journals in India and abroad. He is responsible for around 145 papers in conferences and journals, and is among the most sought after guide for research and invited lectures in various high profile management institutes in the country. His research interests include knowledge management, ERP implementation and firm performance, service marketing and information system strategies. He may be contacted at syedjmcjim@gmail.com.
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Service Failures and Recovery in Tourism and Hospitality : A Practical Manual.

2024-05-08T20:52:04Z

by Koc, Erdogan.
Call Number 658.812
Publication Date 2017
Summary Tourism and hospitality services are prone to service-failure due to a high level of customer-employee contact. This is an invaluable source of information that includes student aids, real-life examples, case studies, links to websites and activities alongside questions and presentation slides for in-class use.
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Client-Centered Software Development : The CO-FOSS Approach.

2024-05-08T20:52:04Z

by Tucker, Allen B.
Call Number 005.3
Publication Date 2019
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People and Culture in Construction : A Reader.

2024-05-08T20:52:04Z

by Dainty, Andrew.
Call Number 690.068
Publication Date 2007
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Summary : 52 Tools for Delivering the Most Amazing Customer Service on the Planet.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.8658.812
Publication Date 2014
Summary Complete summary of Shep Hyken's book: "Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet". This summary of the ideas from Shep Hyken's book "Amaze Every Customer Every Time" shows how you have a competitive edge when you amaze your customers every time they deal with you, regardless of the state of the economy or the dynamics of the marketplace in which you operate. In his book, the author explains that there are five elements that are necessary for creating customer experiences that amaze: great leaders, culture, tools, service and community. This summary details each of these elements and provides advice on exactly how to improve them. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "Amaze Every Customer Every Time" and discover the key to leaving customers amazed after every interaction.
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Summary : How to Liberate Your Customers From Customer Service, Keep Them Happy & Control Costs.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.8658.812
Publication Date 2014
Summary Complete summary of Bill Price and David Jaffe's book: "The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy & Control Costs". This summary of the ideas from Bill Price and David Jaffe's book "The Best Service Is No Service" shows that customers don't want a "relationship" with a company - they want to buy their product and they want it to work. In fact, customer service relationships are associated by most people as negative since you only need them when something goes wrong. In their book, the authors explain seven strategies that companies should use to eliminate the need for customer service altogether. This summary explains each of these strategies and is a practical and applicable guide to improving your customer experience. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your business knowledge To learn more, read "The Best Service Is No Service" and find out why you should forget about customer service altogether and save your company time and money.
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The Daily You : How the New Advertising Industry Is Defining Your Identity and Your Worth.

2024-05-08T20:52:04Z

by Turow, Joseph.
Call Number 659.1
Publication Date 2021
Summary Your voice as biometric data, and how marketers are using it to manipulate you The first in-depth examination of the voice intelligence industry, this timely book exposes how artificial intelligence is enabling personalized marketing and discrimination through voice analysis. Amazon and Google have numerous patents around voice profiling, and their smart speakers already extract and use your voice prints for identification and more. Customer service centers are treating you differently from other callers based on what they conclude your voice reveals about your emotions, sentiments, and personality, often in real time. According to scientists, your weight, height, age, race, and illnesses can also be determined from the sound of your voice. Ultimately not only marketers--but also politicians and governments--may use voice profiling to infer characteristics about you to serve their interests, not yours or society's.  Leading communications scholar Joseph Turow places the voice intelligence industry in historical perspective and offers a clarion call for regulating this rising surveillance regime.
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Influence of National Culture on Customers' Cross-Buying Intentions in Asian Banking Services [electronic resource] : Evidence from Korea and Taiwan

2024-05-08T20:52:04Z

by Hong, Jung Kee.
Call Number 332.17095
Publication Date 2014
Summary The traditional walls between banking, insurance and securities markets are breaking down as a result of deregulation and liberalization of financial services. The cross-buying of financial services has become a global trend as a part of the convergence of financial services. This trend has recently commenced in East Asian countries, such as Taiwan and Korea, where the tremendous growth of these activities has been noticed. The book explores what the determinants of this growth in East Asia, particularly in Korea and Taiwan are, and how these determinants influence differently to the customers
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The Innovator's Solution : Creating and Sustaining Successful Growth.

2024-05-08T20:52:04Z

by Clayton.
Call Number 658.4063
Publication Date 2013
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Services marketing : an Asia-Pacific and Australian perspective / Christopher H. Lovelock, Paul G. Patterson, Jochen Wirtz.

2024-05-08T20:52:04Z

by Lovelock, Christopher H.
Call Number 658.8009 LOV
Publication Date 2011
Summary Summary: Combination text/reader/casebook explores the concepts and techniques of Services Marketing, and combines conceptual rigour with real world examples and practical applications. Patterson, University of NSW, Australia.
Format: Books

Service Thinking : The Seven Principles to Discover Innovative Opportunities.

2024-05-08T20:52:04Z

by Hastings, Hunter.
Call Number 338.4
Publication Date 2013
Summary This is a must-read for anyone trained in traditional process improvement or business architecture. In surprisingly clear language this book lays out the essentials of service thinking, and how the service paradigm transforms the way in which organizations innovate on behalf of their customers. It shifts the focus from product to experience, from one-sided production to co-creation of value, from the simply measurable to the emotional. I intend to buy a copy for every member of my team-Dart Lindsley, Cisco Sr. Manager of Transformation Planning and Analysis This book will introduce you to Service Science, Management and Engineering (SSME)-a term introduced by IBM to describe service science, which is the application of science, management, and engineering disciplines to tasks that one organization beneficially performs for and with another. The authors detail the disciplines, principles, insights and tools of SSME that are now ready to transition to the mainstream business world with transformative effect. They coin the new term "Service Thinking" to communicate this mainstream business transformation. It includes expository case histories of the service thinking-based transformation of familiar businesses, illustrating the seven principles of service thinking, with compelling examples and clear direction for application.
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Reshaping Retail [electronic resource] : Why Technology is Transforming the Industry and How to Win in the New Consumer Driven World

2024-05-08T20:52:04Z

by Niemeier, Stefan.
Call Number EBL1211890
Publication Date 2013
Summary The modern retail system has worked to dazzling effect. From the 19th century, store owners emerged from small beginnings to set in train an industry that has seen some operators become nationally, even globally, dominant. Along the way, they turned retailing into an art, and then a science. Now retailers in emerging markets appear to be repeating the story all over again, except on a scale and at a speed beyond anything we have seen before. Given all of this, it can be hard for those who work in retailing to accept that the industry as we know it is living on borrowed time, on the brink of
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Survey of Academic Library Leadership, Re-Opening the Library 2021 Edition.

2024-05-08T20:52:04Z

by Primary Research Group, Inc.
Call Number XX(305947.1)
Publication Date 2021
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Summary : Co-Creating Unique Value With Customers.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.4658.4012
Publication Date 2014
Summary Complete summary of C.K. Prahald and Venkat Ramaswamy's book: "The Future of Competition: Co-Creating Unique Value with Customers". This summary of the ideas from C.K. Prahald and Venkat Ramaswamy's book "The Future of Competition" shows how commercial advantage used to be created by manufacturing a better product. Nowadays, value comes from the experiences of customers. In their book, the authors explain the basic principles of co-creation and how businesses can implement them in order to increase the value of consumer products. This summary will teach you how to make co-creation your starting premise, making your business more efficient, your customers more loyal and your profits healthier. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your business knowledge To learn more, read "The Future of Competition" and find out the key to becoming a forward-thinking company and staying on top in the future.
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Innovative Quick Response Programs in Logistics and Supply Chain Management.

2024-05-08T20:52:04Z

by Cheng, T. C. Edwin.
Call Number 658.5
Publication Date 2010
Summary Quick Response (QR) policy is a market-driven business strategy in which supply chain members work together to react quickly to volatile market demand. Nowadays, with advances in information technologies (such as RFID and ERP systems), new challenges and opportunities arise for the application of QR. This handbook explores QR extensively with a view to discovering innovative QR measures that can help tackle the observed and emerging challenges. The book is organized into four parts, which include chapters on analytical modeling and analyses, information technologies, cases, reviews, and applications. This handbook provides new analytical and empirical results with valuable insights, which will not only help supply chain agents to better understand the latest applications of QR in business, but also help practitioners and researchers to know how to improve the effectiveness of QR using innovative m.
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Luxury Retail Management : How the World's Top Brands Provide Quality Product and Service Support.

2024-05-08T20:52:04Z

by Chevalier, Michel.
Call Number 658.87
Publication Date 2012
Summary Noted experts offer invaluable insights into the glamorous world of luxury retail Luxury Retail Management is your gold-plated ticket to the glamorous world of luxury retail. Defining all the tools that are necessary to manage luxury stores, from the analysis of location and design concept, to the selection, training, and motivation of the staff, the book covers everything you need to know to enter, expand, understand, and succeed in the world of luxury retail. Reaching the luxury customer is no longer the domain of the exclusive salon-the global luxury market boom and the phenomenal growth of luxury stores now views the retail sector as key to driving brand profitability. In dealing with this rapid change, luxury brands have experienced a steep learning curve and accumulated bags of retail expertise. And while some of the luxury retail rules and models in this book are exclusive to the luxury market, many have lessons for the whole retail sector. Examines the essential aspects of luxury customer relationship management, personal sales, and the customer experience Delves into the sophisticated business models that luxury brands have developed based on a mix of directly-operated-stores and wholesale Covers the management essentials-distribution, location, design, merchandising, pricing, brand promotion, and the management agenda for success Written by respected experts Michel Chevalier and Michel Gutsatz, who lend their solid academic credentials and professional expertise to the subject, Luxury Retail Management asks and answers the questions that retail professionals need to understand in order to thrive in the luxury market.
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Success at the Enquiry Desk.

2024-05-08T20:52:04Z

by Owen, Tim Buckley.
Call Number 025.52
Publication Date 2017
Summary This book guides the reader step-by-step through all stages of the research process, from finding out what the enquirer really wants, to providing a polished, actionable, value-added answer.
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Delighting your customers [electronic resource] : Delivering excellent customer service...without breaking the bank

2024-05-08T20:52:04Z

by Owton, Avril.
Call Number 658.812
Publication Date 2011
Summary The Business on a Shoestring series helps small business owners grow their business imaginatively, effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash, each book is packed with ideas that really work, real-life examples, step-by-step advice and sources of further information. Your relationship with your customers is probably one of the most important you'll ever have. No business can survive without them, but reaching customers in the first place is a big challenge for small companies. This revised edition offers invalua
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Summary : How To Keep Customers Coming Back Again And Again.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.812
Publication Date 2013
Summary Complete summary of Lewis Carbone's book: "Clued In: How to Keep Customers Coming Back Again and Again". This summary of the ideas from Lewis Carbone's book "Clued In" shows how all business exist for two reasons: to make money and to win customers. In his book, Lewis Carbone explains that most industries have focused more on the money-making side in recent years, but the key is not to sell customers more products and services, but to provide them with a distinctive and well-engineered service. In this summary, the author explains how to look for opportunities to enhance your value proposition by developing internal systems to design, manage, deliver and leverage the total customer experience. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your knowledge To learn more, read "Clued In" and discover the key to making your current customers loyal forever.
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Expanding CustomerService as a Profit Center : Striving for Excellenceand Competitive Advantage.

2024-05-08T20:52:04Z

by Reider, Rob.
Call Number 658.4012
Publication Date 2012
Summary Striving for excellence in customer service is to gain the competitive advantage. It is the keystone for the business to grow and prosper in the right direction so that it builds through repetitive sales to existing customers and referrals to potential customers. If you were to look at customer service in your organization as a major business component and all customers are treated with excellence prior to the sale, during the sale, and after the sale, customer service will become a profit center that builds sales dollars to the top line and real profits to the bottom line. This book can help you and any organization manager achieve customer service excellence with its basic principle of doing the right thing at the right time for the right customers. It can also assist in building organizations with strong customer bases and sales loyalty. The author smartly gives you real practical "how tos" in providing excellent customer service in all aspects of your operations by doing the right thing despite the counter pressure within your organization. As many businesses are struggling to be competitive, or merely to survive, this book is your primer or "how to" for identifying and maintaining customer service excellence in all operational areas on the path to developing a learning organization. No matter what type of business-this book can be a learning, coaching, and mentoring tool in your quest to make the delivery of customer service the best possible in today's ever changing business environment.
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Summary : Creating and Sustaining Successful Growth.

2024-05-08T20:52:04Z

by Publishing, BusinessNews.
Call Number 658.4063
Publication Date 2014
Summary Complete summary of Clayton Christensen and Michael Raynor's book: "The Innovator's Solution: Creating and Sustaining Successful Growth". This summary of the ideas from Clayton Christensen and Michael Raynor's book "The Innovator's Solution" shows how capital markets demand that all companies should grow by commercializing innovations. The companies who are successful in doing this are rewarded spectacularly, however only one company in ten is able to deliver consistent growth. In their book, the authors explain the reason behind this and how companies end up reducing the potential of their innovations. This summary will teach you how to spot the innovations that have potential and use them to grow your business. Added-value of this summary: â¢ Save time â¢ Understand key concepts â¢ Expand your business knowledge To learn more, read "The Innovator's Solution" and never miss an opportunity for innovation again!.
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Beans : four principles for running a business in good times or bad : a business fable taken from real life / Leslie A. Yerkes, Charles Decker.

2024-05-08T20:52:04Z

by Yerkes, Leslie, 1958-
Call Number 658.022 YER
Publication Date 2003
Format: Books
Table of contents http://www.loc.gov/catdir/toc/wiley031/2003006449.html Publisher description http://www.loc.gov/catdir/description/wiley0310/2003006449.html

Global Experience Industries : The Business of Experience Economy.

2024-05-08T20:52:04Z

by Christensen, Jens.
Call Number 338.477
Publication Date 2009
Summary The experience economy is a fourth economic field, different from commodities, goods and services. Experiences are an economic value that is added to a product or identical with a product. When you buy an experience, you pay to spend time enjoying a series of memorable events that a company stages to engage a customer in a personal way.Fueled by an expanding global and digital economy, the experience dimension has moved into a predominant place since the 1990s. In developed countries, people have become richer and more individualized, and with all their basic material needs being met they focus increasingly on personal development and self-realization. Demand is increasing for experience-based products such as tourism and sports, as well as film, music and other contents of media and interactive technologies. Furthermore, the demand for experience values has extended to include any product or dimension of modern societies, such as the design of houses, furniture, clothes, cars, computers, etc.This is not a completely new story - commercial entertainment and design have, after all, been around for a century or so, and the universal values of love, sex, belief, family and the meaning of life have always been vital to human beings. What is new is the fact that capitalism is invading more and more fields of experiences connected with emotions and the extension of life. In all developed countries, and increasingly on a global scale, a series of expanding industries has emerged to supply the market with experience-oriented goods.In this book, the business development of markets and industries is examined: from tourism, to media and entertainment, from design to sex, and the leading companies and trends in all the industries involved are also given consideration.
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Clients Driving Innovation.

2024-05-08T20:52:04Z

by Brandon, Peter S.
Call Number 690.0688
Publication Date 2008
Summary David Hume's revolutionary philosophies took an empirical approach to the study of human nature. Controversial in his time, he was accused of everything from atheism to moral corruption; he has since been recognized as one of the foremost thinkers of the late modern period, influencing the thought of nearly every philosopher in his wake. The arguments presented in his writings have survived three centuries of varying perspectives, and have had a lasting influence on the philosophy of mind, knowledge, religion, action, morality, economics, and politics. A Companion to Hume is the ideal resource for the study of one of history's most remarkable thinkers, demonstrating the range of Hume's work and illuminating the ongoing debates that they have generated. Comprised of twenty-nine expertly commissioned essays addressing such expansive topics of knowledge, passion, morality, religion, economics, and politics, this collection examines the paradoxes of Hume's thought and his legacy, covering the methods, themes, and consequences of his contributions to philosophy.
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Corporate Governance in Israel 2011.

2024-05-08T20:52:04Z

by Publishing, OECD.
Call Number 658.4
Publication Date 2011
Summary The Review of Corporate Governance in Israel was prepared as part of the process of Israel's accession to OECD Membership. The report describes the corporate governance setting including the structure and ownership concentration of listed companies and the structure and operation of the state-owned sector. The Review then examines the legal and regulatory framework and company practices to assess the degree to which the recommendations of the OECD Principles of Corporate Governance and the OECD Guidelines on Corporate Governance of State-Owned Enterprises have been implemented.
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Looking Beyond the Runway : Airlines Innovating with Best Practices While Facing Realities.

2024-05-08T20:52:04Z

by Taneja, Nawal K.
Call Number 387.7068
Publication Date 2010
Summary The global airline industry, facing significant changes and discontinuity is prompted and forced to deal with a "new normal." Who would have imagined a few years ago that:- a significant percentage of consumers in the US now prefer to fly low-cost airlines instead of full-service airlines because they perceive the product to be better,- airlines would generate up to a third of their total income from non-ticket revenue,- many low-cost airlines would add complexity to their original simple business models through the development of code-share agreements, the use of global distribution systems, and travel agents to distribute their seats,- Jetstar, a low-cost subsidiary of Qantas, would grow faster and be more profitable than its parent,- a survey carried out by Ryanair would show that 42 percent of passengers would be willing to stand on short (one hour) flights if they could pay 50 percent less than seated passengers,- passengers could pay as little as US2,000 for a transatlantic Business Class ticket on top-brand airlines,- Lufthansa would have ownership in airlines based in Austria, Belgium, Italy, Switzerland, Turkey, the UK, and the US, and that it would continue to pursue equity ownership in airlines based in Poland and Scandinavia, or - the Japanese and Canadian governments would struggle to find different ways to bail out their heretofore flag carriers?To deal with this upcoming "new normal", airlines have to go beyond their short-term circumstantial strategies - they need strategic renewal of their ageing business model. In this candidly-written book, Nawal Taneja explains what will separate the winners from the losers.He maintains the leaders will be the airlines that: (1) exploit this crisis-driven change to their best advantage, (2) learn to work around the airline-inherent constraints that prevent them from running their businesses just like other businesses, (3) learn from successes and failures of other global enterprises, (4) sharpen their business intelligence, analytics, and strategic agility, and (5) proactively explore the "pockets of growth" in this emerging-markets century. To help airline executives become informed of new competitive games, the author analyzes numerous business sectors such as auto, hospitality, retail, technology, and entertainment. For example, relevant lessons can be learned from the strategic mistakes made by the US automakers. Likewise, emergent and compelling insights can be gained in superior customer experience from Ritz Carlton and Zappos, and in value-creating innovation from Cirque du Soleil and Zipcar. The book also features a multitiude of forewords from airlines and related businesses to provide readers with multiple perspectives on the changing landscape in the global airline industry.Nawal Taneja is a career analyst of the global airline industry with wide-ranging experience in the aviation industry, academia, and public policy. Encouraged by industry executives, he has written five other books for practitioners in the global airline industry, including FASTEN YOUR SEATBELT: The Passenger is Flying the Plane and Flying Ahead of the Airplane.
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Pharmaceutical Supply Chain : Drug Quality and Security Act.

2024-05-08T20:52:04Z

by Kuglin, Fred A.
Call Number 658.7
Publication Date 2015
Summary Error-proofing in the production process of pharmaceuticals isn't just a matter of good business, it has life-and-death implications for consumers. To that end, the 2013 Drug Quality and Security Act in large part requires new mandates on tracking and tracing chain of custody in the supply chain. Pharmaceutical Supply Chain: Drug Quality and Security Act overviews the new mandate and its implications, including implementation strategies for track-and-trace programs along with presenting a fuller understanding of the mechanics of intergovernmental policies and oversights. The book focuses on the delicate balance between protecting the public through legislation against negligent compounding pharmacies and protecting patients by assuring a supply of needed compounded drugs by not over-regulating the industry. The author discusses lessons learned from the earlier e-pedigree initiatives, the technology advances that enable supply chain security, and how the industry will need to respond to the myriad of threats facing the pharmaceutical drug supply chain and comply with this act. He goes in depth into each segment of the pharmaceutical drug supply chain, describing the industry segment and how it will need to adapt to the new act. By incorporating real-world examples of industry leaders, the book underlines the contributions of individuals who have made a difference through innovations and execution. It also addresses how laws are made, and specifically how the Drug Quality and Security Act was passed by Congress and signed into law. In an industry that is so big, you may feel that you cannot make a difference. This book provides you with key insights on how the forward supply chain process should work and how anyone can make a difference at all levels.
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Customer Satisfaction Planning : Ensuring Product Quality and Safety Within Your MRP/ERP Systems.

2024-05-08T20:52:04Z

by Hirata, Thomas T.
Call Number 658.812
Publication Date 2008
Summary Customer Service Planning: A New Approach Product Quality: The Need for Change Limitations of MRP/ERP Common Parts Problems and the Failure of MRP and Non-MRP Solutions Customer Satisfaction Planning: Theory Customer Satisfaction Planning: Implementation Manufacturing Planning: Supply and Demand Order Management and Manufacturing Scheduling Supply Chain and Business Management Building Customer Relations with CSP Making the Switch: How to Convert to Customer Satisfaction Planning Glossary.
Format: Electronic Resources
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Empowered : Unleash Your Employees, Energize Your Customers, and Transform Your Business.

2024-05-08T20:52:04Z

by Bernoff, Josh.
Call Number 658.4038
Publication Date 2010
Summary Is Your Company EMPOWERED for Success? You know it's happening within your organization. Your people, armed with cheap, accessible technology, are connecting with customers and building innovative new solutions. But who are these creative problem-solvers? How can you be one? And just as importanthow can you lead them? We call them HEROes: highly empowered and resourceful operatives. Your company needs them because in the age of Twitter, iPhones, Facebook, YouTube, and an ever-evolving torrent of Web information, your customers now step up to the counter armed with more data and access than ever before, and in many cases, your company is overmatched. In Empowered, Forrester's Josh Bernoffcoauthor of the pioneering book Groundswelland Ted Schadler explain how to transform your company by unleashing the mighty force of these HEROes. Like John Bernier and Ben Hedrington at Best Buy, who built an army of 2,500 tweeting employees to reach out to customers online. Or Ross Inglis, who tapped into Internet computing resources to open an entirely new customer channel for Thomson Reuters. Or John Stadick, who equipped 600 sales staff with iPhones and boosted profits at his construction rental company. The truth is, one in three of your information workers already use easily accessible technologies that your company does not sanction. Empowered gives you a prescription for embracing this covert innovation. At the heart of a HERO-powered business is a new pact between these critical employees, company managers, and the IT department: HEROes build new solutions to meet customer needs, management sets clear rules while encouraging more experimentation, and IT expands its role to both support and secure these business solutions. Fueled by data from Forrester Research, Empowered is packed with the business tools and information necessary to move your organization several steps ahead of the competition:  Statistical analysis of the 16% of customers who account for 80% of the online influence  The four-step IDEA process to transform customer-facing service, marketing, and mobile applications  A tool to score HERO projects on value and effort, to offer guidance on which projects to support  The HERO index: A scorecard of the industries and departments with the mostand the fewestHEROes  Roadmaps for collaboration systems that stimulate and support HERO innovation  The game plan for IT's new role as a key partner in technology ideas throughout the company  Dozens of case studies and examples from firms in every industry, from retail to business services Armed with an arsenal of exciting and valuable new technologies, your employees are already transforming the way you do business. You can lead them or block themit's your choice. Empowered will help you make the right decision.
Format: Electronic Resources
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Customer Relationship Management [electronic resource].

2024-05-08T20:52:04Z

by Buttle, Francis.
Call Number 658.812
Publication Date 2004
Summary Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development.Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.
Format: Electronic Resources
Click here to view book http://angliss.eblib.com.au/patron/FullRecord.aspx?p=289003

Aviation Communication : Strategy and Messages for Ensuring Success and Preventing Failures.

2024-05-08T20:52:04Z

by Tavlin, Linda.
Call Number 387.70684
Publication Date 2019
Format: Electronic Resources
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The Strategic CIO : Changing the Dynamics of the Business Enterprise.

2024-05-08T20:52:04Z

by Weinzimer, Philip.
Call Number 658.4038
Publication Date 2014
Summary Recognized as One of the Best Business Books for 2014 by CIO Magazine Based on interviews with more than 150 CIOs, IT/business executives, and academic thought leaders, The Strategic CIO: Changing the Dynamics of the Business Enterprise provides insight, success stories, and a step-by-step methodology to transform your IT organization into a strategic asset that drives customer value, increases revenues, and enhances shareholder wealth. The book details how strategic CIOs from FedEx, Procter & Gamble, McKesson, and other leading companies transformed their organizations. It illustrates the methods these CIOS used to become strategic partners that collaborate effectively within their organizations to leverage information and technology for a competitive advantage. The text will help you assess the key competencies and skills required by IT personnel to partner with your business teams to create new and enhanced products and services that create customer value, increase margin, and enhance shareholder wealth. The book includes powerful methodologies, time-saving templates, proven best practices, and helpful assessments. It also details a four-phase methodology, along with the associated activities and tools, to help your IT organization successfully transform into a strategic IT organization. Gain insight into the four domain competencies and twelve associated skills required to build effective strategic IT organizations. Build your roadmap to success using the transformation methodology described in the text and you will be on your way to making your organization a strategic IT organization. Read Philip Weinzimer's recent article that appeared on CIO.com.
Format: Electronic Resources
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Multilingual Discourse Production : Diachronic and Synchronic Perspectives.

2024-05-08T20:52:04Z

by Kranich, Svenja.
Call Number 404.2
Publication Date 2011
Summary This paper examines previous claims that subject-initial word order in the oral Salish languages is induced via translation from English. The analysis concentrates on new fieldwork data from Nłeʔkepmxcin. By taking prosody as its starting point, this study offers a new look at this issue, and uniquely combines detailed phonetic with syntactic, pragmatic and historical-comparative analysis. Subject-initial forms are, at first glance, at odds with the basic verb-initial structure underlying all 23 Salish languages. However, examination of the deeper prosodic and syntactic properties of subject-initial forms in Salish suggests that they are in fact native forms induced by pragmatic context and not translation effects. The study therefore cautions against reliance on (written) surface word order in translation studies.
Format: Electronic Resources
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Demand-Driven Inventory Optimization and Replenishment : Creating a More Efficient Supply Chain.

2024-05-08T20:52:04Z

by Davis, Robert A.
Call Number 658.787
Publication Date 2013
Summary Use demand driven optimized inventory and replenishment to overcome your supply chain weaknesses, and deliver business-maximizing results Reviewing the fundamentals of inventory optimization so that you can attain a demand-driven supply, Demand-Driven Inventory Optimization and Replenishment provides a business look at why present inventory systems sub-optimize the supply chain and faulty replenishment processes lead to wasted time and effort. Straightforward and clearly written, this book allows readers to come away with a good understanding of why optimized inventory and replenishment helps overcome in-system weaknesses and deliver results. Discusses how multi-echelon inventory optimization and replenishment enables installed systems to go from a sequential, "islands of efficiency" approach to a systematic distribution system working as a complete network Provides case studies throughout Reveals how optimized inventory and replenishment delivers results across industry verticals With a historical view of the three major supply chain efforts of the last thirty years, this book discusses mathematical shortcuts set up in the transitional and supply chain management systems that make it very difficult for companies to attain supply chain excellence.
Format: Electronic Resources
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