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Customer Relationships A Complete Guide 2019 Edition
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Book Synopsis Business Relationship Management by : Robbie Wheeler
Download or read book Business Relationship Management written by Robbie Wheeler and published by Robbie Wheeler. This book was released on 2020-11-15 with total page 96 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business Relationship Management: Relationship Management is the solution for getting to know your customers and developing your business.
Book Synopsis The Effortless Experience by : Matthew Dixon
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Book Synopsis Complete Guide to Human Resources and the Law, 2019 Edition by : Shilling
Download or read book Complete Guide to Human Resources and the Law, 2019 Edition written by Shilling and published by Wolters Kluwer. This book was released on 2018-09-14 with total page 1830 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Complete Guide to Human Resources and the Law will help you navigate complex and potentially costly Human Resources issues. You'll know what to do (and what not to do) to avoid costly mistakes or oversights, confront HR problems - legally and effectively - and understand the rules. The Complete Guide to Human Resources and the Law offers fast, dependable, plain English legal guidance for HR-related situations from ADA accommodation, diversity training, and privacy issues to hiring and termination, employee benefit plans, compensation, and recordkeeping. It brings you the most up-to-date information as well as practical tips and checklists in a well-organized, easy-to-use resource. The 2019 Edition provides new and expanded coverage of issues such as: The Supreme Court held in March 2016 that to prove damages in an Fair Labor Standards Act (FLSA) donning/doffing class action, an expert witness' testimony could be admitted Tyson Foods, Inc. v. Bouaphakeo, 136 S. Ct. 1036 (2016). Executive Order 13706, signed on Labor Day 2015, takes effect in 2017. It requires federal contractors to allow employees to accrue at least one hour of paid sick leave for every 30 hours they work, and unused sick leave can be carried over from year to year. Mid-2016 DOL regulations make millions more white-collar employees eligible for overtime pay, by greatly increasing the salary threshold for the white-collar exemption. Updates on the PATH Act (Protecting Americans From Tax Hikes; Pub. L. No. 114-113. The DOL published the "fiduciary rule" in final form in April 2016, with full compliance scheduled for January 1, 2018. The rule makes it clear that brokers who are paid to offer guidance on retirement accounts and Individual Retirement Arrangements (IRAs) are fiduciaries. In early 2016, the Equal Employment Opportunity Commission (EEOC) announced it would allow charging parties to request copies of the employer's position statement in response to the charge. The Supreme Court ruled that, in constructive discharge timing requirements run from the date the employee gives notice of his or her resignation--not the effective date of the resignation. Certiorari was granted to determine if the Federal Arbitration Act (FAA) preempts consideration of severing provisions for unconscionability. Previous Edition: Complete Guide to Human Resources and the Law, 2018 Edition ISBN 9781454884309
Download or read book The Relationship Fix written by Jenn Mann and published by Union Square + ORM. This book was released on 2016-10-13 with total page 381 pages. Available in PDF, EPUB and Kindle. Book excerpt: Using clinical experience and the latest research, a Marriage & Family Therapist offers a roadmap to navigating issues couples commonly face. Relationships aren’t easy, even the good ones. If you are on the verge of a divorce or break-up, in a great relationship, but want to take it to the next level, or single and want to make sure your next relationship is better, this book is for you. Based on cutting-edge research and almost three decades of clinical experience as a Marriage and Family Therapist in private practice, Dr. Jenn Mann teaches you everything you need to know have a deeper, more satisfying relationship, and the skills to fix one that isn’t working. Reading Dr. Jenn’s book is like sitting down with her for a personal session in her treatment room. Using her tell-it-like-it-is approach, Dr. Jenn guides you through the six steps needed to get your relationship on track and helps you to: * Use conflicts to strengthen your relationship * Create connection with your partner, even if you haven't felt it for years * Change bad patterns * Recognize and know what to do when unresolved issues are hurting the relationship * Negotiate effectively to get your needs met * Make an effective apology using the four R's * Learn to forgive * Reignite your sex life The Relationship Fix is also filled with case studies and stories from Dr. Jenn’s clients on VH1’s Couples Therapy with Dr. Jenn and her popular radio show, and on her own personal experiences. Praise for The Relationship Fix “Dr. Jenn does a wonderful job helping others. She’s a passionate voice for change and will take you on a meaningful journey that’ll change your relationship!” —M. Gary Neuman, New York Times–bestselling author of The Truth about Cheating: Why Men Stray and What You Can Do to Prevent It “A practical, no-nonsense guide with an abundance of information and sound advice. It can help your marriage survive, grow, and flourish.” —Harriet Lerner, PhD, author of The Dance of Anger
Book Synopsis Customer Relationship Management by : Francis Buttle
Download or read book Customer Relationship Management written by Francis Buttle and published by Routledge. This book was released on 2009 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.
Book Synopsis Connected Strategy by : Nicolaj Siggelkow
Download or read book Connected Strategy written by Nicolaj Siggelkow and published by Harvard Business Press. This book was released on 2019-04-30 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business Models for Transforming Customer Relationships What if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost? This is the promise of a connected strategy. New forms of connectivity--involving frequent, low-friction, customized interactions--mean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency. In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in industries such as healthcare, financial services, mobility, retail, entertainment, nonprofit, and education, Connected Strategy identifies the four pathways--respond-to-desire, curated offering, coach behavior, and automatic execution--for turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies. Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you: Reshape your connections with your customers Find new ways to connect with existing suppliers while also activating new sources of capacity Create the right revenue model Make the best technology choices to support your strategy Integrating rich examples, how-to advice, and practical tools in the form of "workshop chapters" throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.
Book Synopsis The Quick-Reference Guide to Sexuality & Relationship Counseling by : Dr. Tim Clinton
Download or read book The Quick-Reference Guide to Sexuality & Relationship Counseling written by Dr. Tim Clinton and published by Baker Books. This book was released on 2010-04 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: This A-Z guide assists people-helpers--pastors, professional counselors, youth workers, and everyday believers--to easily access a full array of information to aid them in (formal and informal) counseling situations.
Download or read book Leading Loyalty written by Sandy Rogers and published by AMACOM. This book was released on 2019-04-16 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.
Book Synopsis Nickelodeon Hey Arnold! Guide to Relationships by : Stacey Grant
Download or read book Nickelodeon Hey Arnold! Guide to Relationships written by Stacey Grant and published by DK. This book was released on 2018-10-02 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Navigate the messy world of modern relationships with advice from the iconic characters of the hit 90s Nickelodeon TV show Hey Arnold! For everyone who thought that embarrassing crushes and awkward dates would be left in the school yard, the Nickelodeon Hey Arnold!: Guide to Relationships is the must-have handbook on matters of the heart. Whether it is uncovering true relationship goals with Grandpa and Grandma or pursuing the object of your affection with the single-minded dedication of Helga Pataki, let Arnold and the gang help you find happiness, not heartbreak. The perfect gift for the football head in your life, this lively and straight-talking book takes a trip down memory lane with hilarious moments from the original animated series. Produced in collaboration with Nickelodeon, the Nickelodeon Hey Arnold!: Guide to Relationships is an affectionate and amusing take on relationships, for a new generation of adults who have a soft spot for their favorite childhood cartoons.
Book Synopsis The Design Method by : Eric Karjaluoto
Download or read book The Design Method written by Eric Karjaluoto and published by Pearson Education. This book was released on 2014 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: A frank explanation for designers on how to create and implement a practical process for creating functional visual communication Feeling uninspired? That shouldn't keep you from creating great design work. Design is not about luck, inspiration, or personal expression.
Book Synopsis ADD in Intimate Relationships by : Daniel G. Amen
Download or read book ADD in Intimate Relationships written by Daniel G. Amen and published by . This book was released on 2006 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The author discusses the symptoms and impact of ADD on intimate relationships as well as advise for healing ADD in intimate relationships; including medication, parenting strategies, and advice for achieving fulfilling sexual intimacy.
Download or read book Organic Mentoring written by Sue Edwards and published by Kregel Publications. This book was released on 2014 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: We are experiencing a mentoring crisis today. One key reason is that too many women cling to an outdated formulaic idea of what mentoring is all about. When we hear the word "mentoring" we conjure up a picture that fit our experience decades ago. Then we look in the mirror and don't see an adequate mentor staring back at us. Our preconceived ideas about what today's young women want in a mentor convince us we are not qualified to be mentors--but we are wrong. What we don't realize is that younger women today are far more likely to want a relationship with that woman in the mirror than the conjured-up perfect mentor in our head. Organic Mentoringexplores foundational issues that explain why beloved but outdated mentoring methods are no longer effective. The book looks at the cultural changes and fast-paced digital advancements that shape young thought and behavior but weaken the link between generations. It walks through the new values, preferences, ideas, and problems of the next generation and how these issues impact mentoring. Then the authors guide the reader through landmines to avoid and approaches that work today.
Book Synopsis The Therapeutic Relationship in Cognitive-Behavioral Therapy by : Nikolaos Kazantzis
Download or read book The Therapeutic Relationship in Cognitive-Behavioral Therapy written by Nikolaos Kazantzis and published by Guilford Publications. This book was released on 2017-06-27 with total page 305 pages. Available in PDF, EPUB and Kindle. Book excerpt: From leading cognitive-behavioral therapy (CBT) experts, this book describes ways to tailor empirically supported relationship factors that can strengthen collaboration, empiricism, and Socratic dialogue and improve outcomes. In an accessible style, it provides practical clinical recommendations accompanied by rich case examples and self-reflection exercises. The book shows how to use a strong case conceptualization to decide when to target relationship issues, what specific strategies to use (for example, expressing empathy or requesting client feedback), and how to navigate the therapist's own emotional responses in session. Special topics include enhancing the therapeutic relationship with couples, families, groups, and children and adolescents. Reproducible worksheets can be downloaded and printed in a convenient 8 1/2" x 11" size. See also Doing CBT, Second Edition, by David F. Tolin, which lucidly explains the full range of CBT techniques, and Experiencing CBT from the Inside Out, by James Bennett-Levy, Richard Thwaites, Beverly Haarhoff, and Helen Perry, a unique self-practice/self-reflection workbook.
Author :American Bar Association. House of Delegates Publisher :American Bar Association ISBN 13 :9781590318737 Total Pages :216 pages Book Rating :4.3/5 (187 download)
Book Synopsis Model Rules of Professional Conduct by : American Bar Association. House of Delegates
Download or read book Model Rules of Professional Conduct written by American Bar Association. House of Delegates and published by American Bar Association. This book was released on 2007 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Model Rules of Professional Conduct provides an up-to-date resource for information on legal ethics. Federal, state and local courts in all jurisdictions look to the Rules for guidance in solving lawyer malpractice cases, disciplinary actions, disqualification issues, sanctions questions and much more. In this volume, black-letter Rules of Professional Conduct are followed by numbered Comments that explain each Rule's purpose and provide suggestions for its practical application. The Rules will help you identify proper conduct in a variety of given situations, review those instances where discretionary action is possible, and define the nature of the relationship between you and your clients, colleagues and the courts.
Book Synopsis Contact Center Management on Fast Forward by : Brad Cleveland
Download or read book Contact Center Management on Fast Forward written by Brad Cleveland and published by . This book was released on 2019-09-15 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Mentor's Guide by : Lois J. Zachary
Download or read book The Mentor's Guide written by Lois J. Zachary and published by John Wiley & Sons. This book was released on 2005-01-28 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Thoughtful and rich with advice, The Mentor's Guide explores the critical process of mentoring and presents practical tools for facilitating the experience from beginning to end. Now managers, teachers, and leaders from any career, professional, or educational setting can successfully navigate the learning journey by using the hands-on worksheets and exercises in this unique resource. Readers will learn how to: Assess their readiness to become a mentor Establish the relationship Set appropriate goals Monitor progress and achievement Avoid common pitfalls Bring the relationship to a natural conclusion "The greatest gift one can give, other than love, is to help another learn! Every leader who cares about nurturing talent and facilitating excellence will find this book a joy to read and a jewel to share." --Chip R. Bell, author of Managers as Mentors
Book Synopsis How to Love a Powerful Woman by : Te-Erika Patterson
Download or read book How to Love a Powerful Woman written by Te-Erika Patterson and published by . This book was released on 2018-03-21 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to Love a Powerful Woman is the Gentleman's guide to establishing a Loving Female Led Relationship (Loving FLR). This comprehensive guide instructs men on being a strong support for Powerful Women who are poised to impact the world.Men who want to understand their natural desire to serve and be approved by a woman will appreciate this book. Men are taught how to differentiate between an average woman and a Powerful Woman, how to initiate a Loving FLR with a woman who is hesitant, how to prepare to be an asset to a Powerful Woman, how to handle conflicts, and how to create a Loving FLR that is as sacred as a religion among other important lessons.Women who want a better understanding of why certain men desire to cater to Powerful Women and women who want to explain Loving FLRs to their partners will be satisfied by reading How to Love a Powerful Woman.How to Love a Powerful Woman explains how a man can satisfy his craving for a Loving FLR with a woman who expresses loving authority.
