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Author: Jones Staff
Publisher:
ISBN: 9780000956064
Category :
Languages : en
Pages :
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Book Description
Author: Jones Staff
Publisher:
ISBN: 9780000956064
Category :
Languages : en
Pages :
Get Book Here
Book Description
Author: Donald Cyr
Publisher: Purdue University Press
ISBN: 9781557532442
Category : Business & Economics
Languages : en
Pages : 280
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Book Description
Offers an approach to leadership drawn from mythology, philosophy, religion, ancient writings, contemporary research, and business know-how. He relates the myths of Western hunting societies and Eastern planting societies to modern-day business practices, leadership styles, and thinking about the "self." Emphasizing the complementary aspects of Eastern and Western culture, Cyr maps a path toward better leadership, enhanced business performance, and stronger communities. Annotation c. Book News, Inc., Portland, OR (booknews.com).
Author: Graeme McCorkell
Publisher: Kogan Page Publishers
ISBN: 9780749419608
Category : Business & Economics
Languages : en
Pages : 320
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Book Description
Through examples and case studies, this book demonstrates how to adopt the methods, technology and techniques pioneered in direct marketing and apply them in the broader context of integrated marketing.
Author: Inga D. Schmidt
Publisher: LIT Verlag Münster
ISBN: 9783825846619
Category : Business & Economics
Languages : en
Pages : 212
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Book Description
According to market forecasts, e-commerce will attain growing importance in the near future: Business transactions are changing. However, until today, the subject lacks profound findings about possible challenges and advantages, as well as about success factors of acceptance. The present book informs about the trends in business-to-consumer e-commerce both from the retailer's and the customer's point of view. Additionally, it contains a case study of a well known U.S. retailer and a corresponding customer survey. Based on the results of this study, customer profiles, market segments and strategies are derived. The study shows that e-commerce is far more than a mere selling and distributing channel. It is a platform for an integrated marketing that takes customers' needs into consideration while at the same time enforces customer focus. While it may be too early to predict its ultimate impacts, e-commerce is certainly a major source of business opportunity today. The greatest threat may be the risk of not acting on this occasion.
Author: W. Earl Sasser
Publisher: Simon and Schuster
ISBN: 1439108307
Category : Business & Economics
Languages : en
Pages : 343
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Book Description
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster 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. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Author: Jill Griffin
Publisher: John Wiley & Sons
ISBN: 0787959448
Category : Business & Economics
Languages : de
Pages : 336
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Book Description
Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business is small or large, product- or service-based, retail or wholesale, this book offers proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. It includes the techniques of hundreds of innovative companies who are already working to recapture lost customers and keep them loyal. In today's hyper-competitive marketplace, no customer retention program can be entirely foolproof, but with this guide gives you today's best methods for winning back those customers you simply can't afford to let go.
Author: Michael D. Johnson
Publisher: Springer Science & Business Media
ISBN: 3322845095
Category : Business & Economics
Languages : en
Pages : 369
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Book Description
Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualität, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung.
Author:
Publisher: Oxford Business Group
ISBN: 1907065679
Category : Malaysia
Languages : en
Pages : 300
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Book Description
Author: John Tierney
Publisher: Penguin
ISBN: 0143111078
Category : Psychology
Languages : en
Pages : 338
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Book Description
"The most important book at the borderland of psychology and politics that I have ever read."—Martin E. P. Seligman, Zellerbach Family Professor of Psychology at that University of Pennsylvania and author of Learned Optimism Why are we devastated by a word of criticism even when it’s mixed with lavish praise? Because our brains are wired to focus on the bad. This negativity effect explains things great and small: why countries blunder into disastrous wars, why couples divorce, why people flub job interviews, how schools fail students, why football coaches stupidly punt on fourth down. All day long, the power of bad governs people’s moods, drives marketing campaigns, and dominates news and politics. Eminent social scientist Roy F. Baumeister stumbled unexpectedly upon this fundamental aspect of human nature. To find out why financial losses mattered more to people than financial gains, Baumeister looked for situations in which good events made a bigger impact than bad ones. But his team couldn’t find any. Their research showed that bad is relentlessly stronger than good, and their paper has become one of the most-cited in the scientific literature. Our brain’s negativity bias makes evolutionary sense because it kept our ancestors alert to fatal dangers, but it distorts our perspective in today’s media environment. The steady barrage of bad news and crisismongering makes us feel helpless and leaves us needlessly fearful and angry. We ignore our many blessings, preferring to heed—and vote for—the voices telling us the world is going to hell. But once we recognize our negativity bias, the rational brain can overcome the power of bad when it’s harmful and employ that power when it’s beneficial. In fact, bad breaks and bad feelings create the most powerful incentives to become smarter and stronger. Properly understood, bad can be put to perfectly good use. As noted science journalist John Tierney and Baumeister show in this wide-ranging book, we can adopt proven strategies to avoid the pitfalls that doom relationships, careers, businesses, and nations. Instead of despairing at what’s wrong in your life and in the world, you can see how much is going right—and how to make it still better.
Author: Timothy L. Keiningham
Publisher: John Wiley & Sons
ISBN: 0471746835
Category : Business & Economics
Languages : en
Pages : 256
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Book Description
In Loyalty Myths, the authors have assembled53 of the most common beliefs about customer loyalty – all ofthem wrong or misconceived! Each of the beliefs in this book isdebunked with real-world examples. While other books speak inplatitudes; this book is the only one to validate each propositionwith real data. Granted unprecedented access to customer records from a varietyof multi-national corporations. Through these records, IpsosLoyalty was able to precisely track the impact of thiscustomer-centric construct on actual purchasing behavior. Theauthors’ findings and conclusions will stun business leadersaround the world. The lessons learned from these provide a trueguide for the proper use of customer loyalty.
