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Customer Experience 3.0
Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving p...
Strategic Customer Service
Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Strategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to: Gather and analyze customer feedback Empower employees to fix problems Track your impact ...
An Ethnography of the Goodman Building
“An Ethnography of the Goodman Building vividly incorporates a wide variety of methods to tell the story of class struggle in a building, neighborhood, and city that is replicated globally. I read it as a number of boxes inside each other opened in the course of reading. Caldararo recounts the building’s personal “biography” to convey not only the “facts about,” but the “feelings about” the flesh and blood of the building and its surrounding neighborhood.” —Jerome Krase, Brooklyn College of The City University of New York, USA “This unique contribution to the field of urban and regional studies counteracts current trends in the ethnographies of urban movements by offeri...
Strategic Customer Service
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. The Author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard data and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Official Register
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Proceedings
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Goodman's British Planemakers
This new edition of the classic reference British Planemakers from 1700 has been completely rewritten, with over 200 pages of new information. Online research tools haven enabled much greater insight into family connections of planemakers, family and business continuities, and the discovery of previously unknown planemakers. Confirmation that planemakers were working in the late 1600s, in fact, inspired the new edition’s title, Goodman’s British Planemakers. The biographic directory covers more than 2400 planemakers and includes 2250 maker's mark illustrations. Like its predecessors, the new edition traces the development of British planemaking, but far more extensively, now confirming that planemakers moved around the country to a much greater extent than previously realized, and identifying several new family planemaking dynasties. The book includes chapters on the planemaking trade and its practices, descriptions and illustrations of the many types of planes and their evolution, and provincial planemaking, as well as sections on apprentice records, trade marks, and a complete index. An absolutely invaluable reference.
Air Force Register
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