Read Books Online and Download eBooks, EPub, PDF, Mobi, Kindle, Text Full Free.
The Customer Advocate And The Customer Saboteur
Download The Customer Advocate And The Customer Saboteur full books in PDF, epub, and Kindle. Read online The Customer Advocate And The Customer Saboteur ebook anywhere anytime directly on your device. Fast Download speed and no annoying ads. We cannot guarantee that every ebooks is available!
Book Synopsis The Customer Advocate and the Customer Saboteur by : Michael W. Lowenstein
Download or read book The Customer Advocate and the Customer Saboteur written by Michael W. Lowenstein and published by Quality Press. This book was released on 2010-11-19 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the past decade, the concept and effective execution of off-line and online social (and business-related) informal peer-to-peer communication has become extremely important to marketers as business-to-consumer (B2C) and business-to-business (B2B) customers have increasingly shown distrust, disinterest, and disdain for most supplier messages conveyed through traditional media. The Customer Advocate and the Customer Saboteur offers a comprehensive overview and sets of actionable insights into this new world of customer-led communication and behavioral influence: How we got here How objective, original, credible, authentic and effective brand, product, or service word-of-mouth programs can be initiated and scaled How contemporary and actionable measures can be applied to assess strategic and tactical customer experience and relationship effectiveness Why advocacy is the ultimate customer loyalty behavior goal How to identify drivers of, and minimize, customer sabotage How employee behavior links to customer advocacy behavior How social word-of-mouth is addressed differently around the world How the core concept of advocacy can be expected to morph going forward through more proactive marketing and leveraging of customer behavior Praise for The Customer Advocate and the Customer Saboteur "Michael Lowenstein offers excellent insights and methods any business can apply to achieve high customer advocacy from its customer base." - Professor Philip Kotler, Northwestern University "Proactive endorsements of customers and employees are earned by making deliberate decisions about how you run your business. Michael Lowenstein's book gives readers dedicated to company growth through customer advocacy the specifics and tools to 'earn the right' to those endorsements." - Jeanne Bliss, noted customer experience expert and author (www.customerbliss.com); co-founder, Customer Experience Professionals Association (CXPA) "The Customer Advocate and the Customer Saboteur is fantastic! Michael eloquently presents customer service theories and research techniques that reinforce what we all already know but now intimately understand so we can confidently expand our best practices. I have gone back to the material several times since initially reading this masterpiece to clarify and tweak current programs as well as justifying the implementation of new customer relationship building initiatives. Since our nation now relies on the service sector to support the economy, this book and Michael Lowenstein are a block in the foundation of our economic recovery. Read this book; your customers, your employees, and the nation will benefit.” - Chris Zane, Founder/Pres, Zane’s Cycle; author of Reinventing the Wheel; the Science of Creating Lifetime Customers “Social Customers can have an enormous impact on brand value. Michael Lowenstein's The Customer Advocate and the Customer Saboteur synthesizes solid research and compelling examples to show how to capitalize on advocacy behavior while minimizing the potential for damage from ‘badvocacy.’ Essential reading for customer-centric business leaders!” - Bob Thompson, Founder/CEO, CustomerThink Corp.
Book Synopsis The Customer Advocate and the Customer Saboteur by : Michael W. Lowenstein
Download or read book The Customer Advocate and the Customer Saboteur written by Michael W. Lowenstein and published by . This book was released on 2011 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Lowenstein (market research and consulting professional and author) explores recent changes in the concepts and execution of both social and business-related informal peer-to-peer communications in a time when potential customers are increasingly leery of messages from suppliers relayed through traditional media. He makes it clear that marketers must understand that customers are buried under an avalanche of messages coming from far more than traditional media: things like spam, pop-up advertising, telemarketing. He also notes that customers most consistently trust word-of-mouth communications. Topics include the history of customer advocacy and sabotage, the business case for advocacy, measuring and monetizing it, creating higher levels of advocacy with informal social communications, and more.
Book Synopsis Employee Ambassadorship by : Michael W. Lowenstein
Download or read book Employee Ambassadorship written by Michael W. Lowenstein and published by Business Expert Press. This book was released on 2017-04-04 with total page 189 pages. Available in PDF, EPUB and Kindle. Book excerpt: There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Simply, the trend is optimizing employee commitment to the organization and its goals, to the company’s unique value proposition, and to the customer. This is employee ambassadorship, a state beyond satisfaction and engagement where all employees are focused on, and tasked with, delivering customer value as part of their job description, irrespective of location, function or level. There is growing general agreement that both developing employee ambassadors and customer advocates should receive high priority and emphasis if an enterprise is going to be successful. What building ambassadorship does mandate, however, is that having employees focus on the customer will definitely drive more positive experiences and stronger loyalty behavior (for both stakeholder groups). Because antecedent approaches to employee engagement (through research and application) are principally about productivity and alignment, and offer an organization only modest insight about level or degree of customer-centricity, more connection between employee behavior and customer behavior builds focus, effectiveness, and profitability. That is what the content/scope of Employee Ambassadorship will help provide.
Book Synopsis How Creating Customer Value Makes You a Great Executive by : Gautam Mahajan
Download or read book How Creating Customer Value Makes You a Great Executive written by Gautam Mahajan and published by Business Expert Press. This book was released on 2017-10-30 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer value is an overused and mis-understood term. Chris Ross said, ÒThere's a strong argument for changing the term 'marketing' and renaming it 'value creation'.Ó Companies fail to create value as well as they could because tools of customer value are not known. The author corrects this in simple steps by defining customer value, how it builds loyalty, market share, and profitability; and how customer value can be measured and created. This book also addresses managing steps such as a customer strategy, breaking silos, inter-departmental focus on the customer, measuring customer value added, circle of promises, customer-centric circles, bill of rights, total customer value management. Remember, if you create value for others, they will create value for you!
Book Synopsis The Certified Quality Improvement Associate Handbook, Third Edition by : Russell T. Westcott
Download or read book The Certified Quality Improvement Associate Handbook, Third Edition written by Russell T. Westcott and published by Quality Press. This book was released on 2014-10-01 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: ASQs Certified Quality Improvement Associate (CQIA) certification is designed to introduce the basics of quality to organizations and individuals not currently working within the field of quality. This book and the Body of Knowledge (BOK) it supports are intended to form a foundation for further study and application of proven quality principles and practices worldwide. The book follows the CQIA BoK in both content and sequence. The intent is that this book will serve as a guide to be used in preparation to take the CQIA examination given by ASQ. Each chapter stands alone, and the chapters may be read in any order. Some material reaching beyond the content of the BoK has been added. Supplemental reading suggestions are provided. An online, interactive sample exam and a paper-and-pencil sample can be found on the ASQ website (http://asq.org/cert/quality-improvement-associate/prepare).
Book Synopsis Nazi Saboteurs on Trial by : Louis Fisher
Download or read book Nazi Saboteurs on Trial written by Louis Fisher and published by . This book was released on 2005 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Louis Fisher chronicles the capture, trial, and punishment of the Nazi saboteurs in order to examine the extent to which procedural rights are suspended in time of war. One of America's leading constitutional scholars, Fisher analyzes the political, legal, and administrative context of the Supreme Court decision Ex parte Quirin (1942), reconstructing a rush to judgment that has striking relevance to current events. Fisher contends that the Germans' constitutional right to a civil trial was hijacked by an ill-conceived concentration of power within the presidency, overriding essential checks from the Supreme Court, Congress, and the office of the Judge Advocate General. His book provides a cautionary tale as our nation struggles to balance individual rights and national security."--BOOK JACKET.
Book Synopsis Achieving Customer Experience Excellence through a Quality Management System by : Alka Jarvis
Download or read book Achieving Customer Experience Excellence through a Quality Management System written by Alka Jarvis and published by Quality Press. This book was released on 2016-07-08 with total page 245 pages. Available in PDF, EPUB and Kindle. Book excerpt: We are in what many call The Age of the Customer. Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield. This landmark book addresses: What customer experience really means Why it matters Whether it has any substantial business impact What your organization can do to deliver and sustain your CX efforts, and How we got to this particular point in CX history This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.
Download or read book Saboteurs written by Michael Dobbs and published by Vintage. This book was released on 2007-12-18 with total page 350 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 1942, Hitler's Nazi regime trained eight operatives for a mission to infiltrate America and do devastating damage to its infrastructure. It was a plot that proved historically remarkable for two reasons: the surprising extent of its success and the astounding nature of its failure. Soon after two U-Boats packed with explosives arrived on America's shores–one on Long Island, one in Florida–it became clear that the incompetence of the eight saboteurs was matched only by that of American authorities. In fact, had one of the saboteurs not tipped them off, the FBI might never have caught the plot's perpetrators–though a dozen witnesses saw a submarine moored on Long Island. As told by Michael Dobbs, the story of the botched mission and a subsequent trial by military tribunal, resulting in the swift execution of six saboteurs, offers great insight into the tenor of the country--and the state of American intelligence--during World War II and becomes what is perhaps a cautionary tale for our times.
Download or read book The Loyalist Team written by Linda Adams and published by PublicAffairs. This book was released on 2017-09-12 with total page 182 pages. Available in PDF, EPUB and Kindle. Book excerpt: Great teams are built and maintained with great intention, though they can make it look deceptively easy. Too many teams engage in dysfunctional behaviors or fall into territorialism, apathy, and unproductive relationships. The result? An overwhelmed, unengaged, and stressed-out workforce that settles for average or poor performance. Here, four authors with a combined century of management experience show readers how every team can be extraordinary. The authors introduce their field-tested Loyalist Team 3D assessment that allows anyone to get to the heart of why teams break down, identify the weaknesses in their own team, and build a Loyalist Team. This kind of team has members who ensure each other's success as they work to ensure their own, operate with absolute candor, and value loyalty and authenticity to deliver results, create a healthy work environment, and help companies succeed. The Loyalist Team is a must-read for anyone who wants their team to achieve extraordinary results.
Download or read book The Comet's Curse written by Dom Testa and published by Tor Teen. This book was released on 2009-01-20 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the gripping start to this young adult science fiction adventure series by popular Colorado radio host Dom Testa, the teenage crew of the starship Galahad must find a new home for humanity among the stars--if they fail, it will be the end of the human race.... When the tail of the comet Bhaktul flicks through the Earth's atmosphere, deadly particles are left in its wake. Suddenly, mankind is confronted with a virus that devastates the adult population. Only those under the age of eighteen seem to be immune. Desperate to save humanity, a renowned scientist proposes a bold plan: to create a ship that will carry a crew of 251 teenagers to a home in a distant solar system. Two years later, the Galahad and its crew—none over the age of sixteen—is launched. Two years of training have prepared the crew for the challenges of space travel. But soon after departing Earth, they discover that a saboteur is hiding on the Galahad! Faced with escalating acts of vandalism and terrorized by threatening messages, sixteen-year-old Triana Martell and her council soon realize that the stowaway will do anything to ensure that the Galahad never reaches its destination. The teens must find a way to neutralize their enemy. For if their mission fails, it will mean the end of the human race.... At the Publisher's request, this title is being sold without Digital Rights Management Software (DRM) applied.
Book Synopsis Customer Surveying by : Frederick C. Van Bennekom
Download or read book Customer Surveying written by Frederick C. Van Bennekom and published by Customer Service Press. This book was released on 2002 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides the information needed to manage and conduct a customer survey program. The book walks the reader through the various stages of a survey with particular emphasis on the design of a survey questionnaire, the administration of that questionnaire, and the analysis of data using spread sheet tools. Questions a novice surveyor might have are answered. The book also dedicates a chapter to electronic surveying tools.
Book Synopsis Conquering Shame and Codependency by : Darlene Lancer
Download or read book Conquering Shame and Codependency written by Darlene Lancer and published by Hazelden Publishing. This book was released on 2014-05-16 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: A nationally recognized author and codependency expert examines the roots of shame and its connection with codependent relationships. Learn how to heal from their destructive hold by implementing eight steps that will empower the real you, and lead to healthier relationships. Shame: the torment you feel when you’re exposed, humiliated, or rejected; the feeling of not being good enough. It’s a deeply painful and universal emotion, yet is not frequently discussed. For some, shame lurks in the unconscious, undermining self-esteem, destroying confidence, and leading to codependency. These codependent relationships—where we overlook our own needs and desires as we try to care for, protect, or please another—often cover up abuse, addiction, or other harmful behaviors. Shame and codependency feed off one another, making us feel stuck, never able to let go, move on, and become the true self we were meant to be. In Conquering Shame and Codependency, Darlene Lancer sheds new light on shame: how codependents’ feelings and beliefs about shame affect their identity, their behavior, and how shame can corrode relationships, destroying trust and love. She then provides eight steps to heal from shame, learn to love yourself, and develop healthy relationships.
Book Synopsis A Practical Introduction to Security and Risk Management by : Bruce Newsome
Download or read book A Practical Introduction to Security and Risk Management written by Bruce Newsome and published by SAGE Publications. This book was released on 2013-10-15 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the first book to introduce the full spectrum of security and risks and their management. Author and field expert Bruce Newsome helps readers learn how to understand, analyze, assess, control, and generally manage security and risks from the personal to the operational. They will develop the practical knowledge and skills they need, including analytical skills, basic mathematical methods for calculating risk in different ways, and more artistic skills in making judgments and decisions about which risks to control and how to control them. Organized into 16 brief chapters, the book shows readers how to: analyze security and risk; identify the sources of risk (including hazards, threats, and contributors); analyze exposure and vulnerability; assess uncertainty and probability; develop an organization’s culture, structure, and processes congruent with better security and risk management; choose different strategies for managing risks; communicate and review; and manage security in the key domains of operations, logistics, physical sites, information, communications, cyberspace, transport, and personal levels.
Book Synopsis Breaking the Spell of Binge-Eating by : Joanna Kortink
Download or read book Breaking the Spell of Binge-Eating written by Joanna Kortink and published by Academy Chicago Publishers, Limited. This book was released on 2008 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This multifaceted and inspirational book shows another side to eating patterns, and includes many practical examples, tips and clear step-by-step guidelines to becoming a happy eater. Kortink, a Dutch Spiritual Psychologist, combines psychotherapy with creative expression, body training and natural medicine to help readers overcome an array of eating disorders. This is ultimately a guidebook to finding oneself, and to making the apprOut of Printriate choices. Based on personal experience and established scientific methods, Kortink's revolutionary new weight control system reaches out to reader's souls, and helps guide them to a deeper spiritual insight.
Download or read book Player Piano written by Kurt Vonnegut and published by Dial Press. This book was released on 2009-09-30 with total page 353 pages. Available in PDF, EPUB and Kindle. Book excerpt: “A funny, savage appraisal of a totally automated American society of the future.”—San Francisco Chronicle Kurt Vonnegut’s first novel spins the chilling tale of engineer Paul Proteus, who must find a way to live in a world dominated by a supercomputer and run completely by machines. Paul’s rebellion is vintage Vonnegut—wildly funny, deadly serious, and terrifyingly close to reality. Praise for Player Piano “An exuberant, crackling style . . . Vonnegut is a black humorist, fantasist and satirist, a man disposed to deep and comic reflection on the human dilemma.”—Life “His black logic . . . gives us something to laugh about and much to fear.”—The New York Times Book Review
Book Synopsis Doing Action Research in Your Own Organization by : David Coghlan
Download or read book Doing Action Research in Your Own Organization written by David Coghlan and published by SAGE. This book was released on 2009-10-21 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Doing Action Research in Your Own Organization is the essential resource for anyone embarking on a research project in their own organization or as part of a work placement programme whether in business, healthcare, government, education, social work or third sector organizations. The authors provide an easy-to-follow, hands-on guide to every aspect of conducting an action research project and have added in the Third Edition: - more on politics and ethics to help researchers negotiate gaining access and permission, and building and maintaining support from peers and relevant subsystems within an organization - more on writing an action research dissertation, and treatment of sensitive issues such as: giving feedback to one’s superiors and peers, disseminating the research to the wider community, and handling interpretations or outcomes which may be perceived negatively by the organization involved. - more case examples and reflective exercises taken from a wide variety of organizational settings to aid students and researchers whatever their background discipline.
Book Synopsis Key Issues in Organizational Communication by : Dennis Tourish
Download or read book Key Issues in Organizational Communication written by Dennis Tourish and published by Psychology Press. This book was released on 2004 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: Exploring key issues in communication and their impacts on organizational outcomes and management theory, this book considers the important changes in technology and globalization in the context of communications.
