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Customer Empathy
Global performance reports show that current customer experience (CX) practices are failing organisations and their customers. Promised returns of enhanced customer value, competitive differentiation and CX as a driver of sustainable growth are not being fully realised - at best, there is only incremental gain for most organisations. Something is missing. As it stands, customer experience management and design is overdue for radical intervention. Customer empathy helps us to see the customer's world differently. Doubling down on CX practices by switching on customer empathy creates deeper understanding, more meaningful connection, aligns and unites teams and enriches decision making. Customer empathy is a powerful human resource for positively impacting customer experience excellence that until now has been largely overlooked.
Journey To Centricity
Managers and leaders know that customer centricity means providing positive customer experiences. But what if that’s not enough? In the current age, where Millennials and Generation Z are shaping the very fabric of society and business, to remain relevant, organisations must provide more than occasional good experiences. A narrow focus on short-termism, excessive tech automatisation and outdated product mentalities are a liability to customer centricity. We need businesses that are willing to radically change, embrace a long-term, customer-focussed perspective, and are able to create value for all stakeholders. In Journey to Centricity, Ilenia Vidili instils a customer-oriented vision from...
Circuits for the MRCPCH E-Book
This title is directed towards MRCPCH candidates in the UK and other countries where MRCPCH is offered. It provides a complete revision aid for the new OSCE-style MRCPCH clinical exam. It is designed and written to be as close as possible to the actual exam. Each chapter is a ‘circuit' and will include all the written stations. The questions are laid out in exactly the same format as the exam, and the answers are written in a friendly style by authors who have recently been through the process and can offer valuable hints and tips. Sample questions mimic exam conditions - there are no clues to the answers, as is usually the case in more traditional system-based books. The fully explanatory answers provide not only clinical information but a framework for answering similar questions - extremely useful on the actual day of the exam. Can be used at the beginning of the revision process - to check progress and highlight weaknesses. Can also be used as a last-minute check right at the end of revision - to be sure all bases have been covered. Ideal for group revision work, especially for the communication and role-play stations.
Class
This book describes the living-room artifacts, clothing styles, and intellectual proclivities of American classes from top to bottom.
Ultrasound for the Generalist
"Point of care ultrasound (POCUS) has become an essential tool within acute specialties to enhance bedside diagnostics, facilitate safe interventional procedures and guide referral to specialist services. It is vital for this tool to be expanded to community and prehospital settings where access to definitive investigations is limited. With the evolution of technology, ultrasound is becoming increasingly available due to reducing costs, machine size and remote image review for quality assurance purposes. This skill is invaluable for clinicians at all levels of training from medical school through to consultancy and allied healthcare professionals in any discipline"--
