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Author: Gary L. Smith
Publisher: Lulu.com
ISBN: 0976761904
Category : Business & Economics
Languages : en
Pages : 101
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Book Description
There is clearly a huge gulf that has been created in the arena of customer service. This gulf exists between what business owners espouse as their customer service philosophies and what customers are actually experiencing in their daily personal and business transactions. What's worse is that this "gulf" appears to be widening, especially with the impact of global operations and sourcing. In The Customer Conundrum, Gary Smith identifies the core issues relating to the customer service gulf, and then gives solid, practical advice on how you can create, maintain, and lead a true customer-centric organization.
Author: Gary L. Smith
Publisher: Lulu.com
ISBN: 0976761904
Category : Business & Economics
Languages : en
Pages : 101
Get Book Here
Book Description
There is clearly a huge gulf that has been created in the arena of customer service. This gulf exists between what business owners espouse as their customer service philosophies and what customers are actually experiencing in their daily personal and business transactions. What's worse is that this "gulf" appears to be widening, especially with the impact of global operations and sourcing. In The Customer Conundrum, Gary Smith identifies the core issues relating to the customer service gulf, and then gives solid, practical advice on how you can create, maintain, and lead a true customer-centric organization.
Author: Peter Cornish
Publisher: Springer Nature
ISBN: 3031452062
Category : Psychology
Languages : en
Pages : 326
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Book Description
Stepped Care 2.0: A Paradigm Shift in Mental Health, by Dr Peter Cornish, made a compelling argument for why the existing mental health care system has consistently struggled to meet the needs of clients from all walks of life, and laid out key principles and guidelines for how the system could be changed. But what challenges are involved in putting these ideas into practice? Stepped Care 2.0: The Power of Conundrums features essays, interviews, and arguments from a wide range of contributors who have tried to do just that. The Power of Conundrums dives deep into the practical application of the Stepped Care 2.0 model (SC2.0), looking at the ways SC2.0 has succeeded, the difficulties administrators face when implementing it, and how it could be improved. Chapters touch on topics including: the evidence for stepped care, the way SC2.0 can be stymied by the Western cultural values that dominate mental healthcare, implementation science and SC2.0, the risk paradigm and SC2.0, the model’s one-at-a-time approach to therapy, what co-design means in an SC2.0 context, a case study on how implementing SC2.0 can go wrong, the understanding of recovery put forward by the model, and how SC2.0 can work for clients experiencing complex, persistent, or chronic mental health issues. Each chapter is followed by a reflection from Cornish, and the book concludes with a roundtable discussion about how SC2.0 can evolve to meet the challenges it faces. This text brings theory and practice together by including an updated version of Stepped Care 2.0: A Paradigm Shift in Mental Health, as well as the full text of Stepped Care 2.0: The Power of Conundrums.
Author: Rebecca Harvey
Publisher: Routledge
ISBN: 1000479099
Category : Psychology
Languages : en
Pages : 689
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Book Description
This comprehensive second edition inspires therapists to utilize clinical work to pragmatically address intersectional oppressions, lessen the burden of minority stress, and implement effective LGBTQ affirmative therapy. A unique and important contribution to LGBTQ literature, this handbook includes both new and updated chapters reflecting cutting-edge intersectional themes like race, ethnicity, polyamory, and monosexual normativity. A host of expert contributors outline the best practices in affirmative therapy, inspiring therapists to guide LGBTQ clients into deconstructing the heteronormative power imbalances that undermine LGBTQ relationships and families. There is also an increased focus on clinical application, with fresh vignettes included throughout to highlight effective treatment strategies. Couple and family therapists and clinicians working with LGBTQ clients, and those interested in implementing affirmative therapy in their practice, will find this updated handbook essential.
Author: Larry Krotz
Publisher: Univ. of Manitoba Press
ISBN: 0887554229
Category : Health & Fitness
Languages : en
Pages : 193
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Book Description
In 1979, Dr. Allan Ronald, a specialist in infectious diseases from Canada, and Dr. Herbert Nsanze, head of medical microbiology at University of Nairobi, met through the World Health Organization. Ronald had just completed a successful project that cured a chancroid (genital ulcer) epidemic in Winnipeg and Nsanze asked him to come to Kenya to help with Kenya’s “sexual diseases problem.” That initial invitation led to a groundbreaking international scientific collaboration that would uncover critical pieces in the complex puzzle that became today’s HIV/AIDS pandemic. In Piecing the Puzzle, journalist and documentary filmmaker Larry Krotz chronicles the fascinating history of the pioneering Kenyan, Canadian, Belgian, and American research team that uncovered HIV/AIDS in Kenya, their scientific breakthroughs and setbacks, and their exceptional thirty-year relationship that began a new era of global health collaboration.
Author: Therese H. Maynard
Publisher: Aspen Publishing
ISBN: 1454897562
Category : Law
Languages : en
Pages : 1055
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Book Description
Business Planning: Financing the Start-Up Business and Venture Capital Financing, Third Edition uses a simulated deal format that is drawn from the “deal-files” of real world practicing lawyers. It integrates the teaching of transactional lawyering skills with the presentation of new substantive law that is critical to the success of a junior corporate lawyer practicing in a transactional setting. The book gives students an overview of the range of substantive law that lawyers representing new businesses need to be versed in. To bridge the gap between law school and practice, the authors integrate excerpts from sources authored by experienced practitioners, thus bringing practical and real-world insights to students. Shannon Treviño joins as co-author on the new edition. Key Features: Integrated teaching of transactional lawyering skills with the presentation of substantive law that is critical to the success of a junior corporate lawyer practicing in a transactional setting. Analysis of both the legal issues and the business considerations that must be taken in to account in planning the structure and negotiating the terms of a capital raising transaction for an early stage company. A simulated deal format to provide a real-world appreciation of the “life cycle of a deal,” with a new simulated client whose business is focused on addressing a need in the autonomous vehicle industry, which presents a timely topic for faculty to engage with students on at every juncture of the course. Graded memo assignments that are representative of the work assignments expected of a junior corporate lawyer practicing in a transactional setting and that relate directly to the substantive material that is part of the casebook reading assignments. A thoroughly revised Chapter 4 regarding federal securities laws, incorporating numerous legislative changes that have been adopted or have become effective since the publication of the second edition. Significant additions to Chapter 8, including an updated overview of venture capital and a broader discussion of the capital formation process prior to venture capital financing.
Author: Robert Ashton
Publisher: John Wiley & Sons
ISBN: 0857080601
Category : Business & Economics
Languages : en
Pages : 203
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Book Description
In a time when making money has got itself a bad name, when public distaste for fat cats and conglomerate brands is at an all-time high, becoming a social entrepreneur looks increasingly attractive. This book can show you how to go about becoming one.
Author: Robert Spector
Publisher: John Wiley & Sons
ISBN: 111937538X
Category : Business & Economics
Languages : en
Pages : 196
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Book Description
"Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels
Author: Tobias Langner
Publisher: Springer Science & Business Media
ISBN: 383494291X
Category : Business & Economics
Languages : en
Pages : 419
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Book Description
Advances in Advertising Research are published by the European Advertising Academy (EAA). This volume is a compilation of research presented at the 10th International Conference on Research in Advertising (ICORIA) which was held in Berlin (Germany) in June 2011. In the face of an ever increasing number of products and services, as well as an increasingly cluttered media environment, advertising research is confronted with multiple challenges. Against this background, Advances in Advertising Research (Vol. 3) is gaining significance in advancing, promoting, disseminating, and stimulating high quality advertising research. This book provides state-of-the-art research in international advertising with twenty-nine articles by renowned advertising and communication scholars from the worldwide ICORIA network.
Author: Nigel F. Piercy
Publisher: Taylor & Francis
ISBN: 1135050244
Category : Business & Economics
Languages : en
Pages : 604
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Book Description
Market-Led Strategic Change, 5th edition, has been fully revised and updated to reflect the realities of 21st century business and the practical issues for managers in the process of going to market. The world of business has changed dramatically, with a more complex environment, more demanding customers and radical new ways of going to market. This textbook develops a value-based strategy examining the roles of market sensing, customer value, organizational change and digital marketing in the implementation of strategy. This much-anticipated new edition has been carefully updated, now with Nigel Piercy’s unique and clear-sighted views on the latest developments in marketing strategy, retaining Piercy’s insightful, witty and provocative style. The text is supported throughout with brand new case studies from globally recognised companies such as Uber and Volkswagen, and covering topical issues such as the legalisation of marijuana and reinventing the healthcare business. Lecturers are assisted with a newly expanded collection of support materials including PowerPoint slides for each chapter, suggested frameworks for using the case studies in teaching, and case studies from previous editions. If you're an ambitious marketing student or practitioner, whether you are new to strategic change through marketing or just want a different view, this is the book for you. Lecturers will find this engaging, funny, thought-provoking but always practical textbook is a sure way to get your students thinking and enthused.
Author: Christos Nifadopoulos
Publisher: Bloomsbury Publishing
ISBN: 1526514389
Category : Law
Languages : en
Pages : 191
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Book Description
Begins with the essential questions: - whether brokerage and dealing in securities is regulated in a jurisdiction - what aspects of the activity could bring it in scope for authorisation; and - how it is determined which regulator has legal competence to supervise the business in scope. The recent liberalisation of national authorisation regimes across Europe in the wake of MiFID II and Brexit, which has resulted in tensions with recent attempts by the EU to harmonise centrally the single market authorisation regime, is fully addressed. It reviews the details of the activities of sales, sales trading, trading and execution, what they each constitute (with reference to established communication and order management systems), the potential conflicts of interest that they bring about for a firm and how such conflicts can be managed. Each of these activities are mapped against specific regulatory obligations, such as best execution, pre- and post-trade transparency, inducements, dealing commissions rules, the short selling regime and shareholder disclosures, depicting the obligations schematically to assist the practitioner. Also covers: - dealing commission unbundling, which has reformed the way the provision and consumption of independent research and corporate access are related to execution services, - the question of multilateral trading, in other words the point at which the activity of a broker becomes exchange-like and needs to be authorised as such, - principal trading and the ability of firms to advance risk to their clients in the wake of the Volcker rule in the United States and similar legislation in Germany and elsewhere, - the rise of Systematic Internalisers and the constraints imposed on them, such as the pre-trade transparency requirements and the tick size regime, and - electronic trading, algorithmic trading, direct electronic access and high frequency trading, as well as the risk control framework that is relevant to all these activities.
