The degree to which a company is or is not focused on their customers, and the successful outcomes of those customers, will define the financial success of that company and its ability to survive in the services economy. Having researched companies that have existed for 100 years, we have seen that these survivors differentiated themselves by having have formed closer relationships with their customers. This deeper relationship allows them to anticipate their customer needs better and to react faster to changes in the market environment than do the market laggards. History is littered with examples of companies missing market trends and going out of business while their competitors thrived. The 'Customer Experience' is both an outcome and a strategy and it needs to be a core competency of all modern enterprises. Today's customers demand value and they only see real value in shared positive outcomes. Customer Experience means developing value based relationships with your customers, suppliers and partners in order to exceed their needs and not just their expectations. The model for business has changed from the industrial based models of yesterday to the value based models defined by the service economy. The emphasis of this book will be on demonstrating how to improve the service experience and fully integrate it into an organization by vigilantly and systematically determining and delivering what its customers are seeking.
YouTube sensations Dan Howell (danisnotonfire) and Phil Lester (AmazingPhil) were just two awkward guys who shared their lives on the Internet…until now. Dan Howell and Phil Lester, avoiders of human contact and direct sunlight, actually went outside. Traveling around the world on tour, they have collected hundreds of exclusive, intimate, and funny photos, as well as revealing and candid side notes, to show the behind-the-scenes story of their adventure. Fans of Dan and Phil’s #1 New York Times bestseller, The Amazing Book Is Not on Fire, and their more than 10 million YouTube subscribers will love this full-color book featuring never-before-seen photos and stories from Dan and Phil.
Breed Predispositions to Disease in Dogs and Cats, Third Edition provides a comprehensive exploration of current knowledge of breed predispositions based on rigorous examination of primary research. Incorporates the latest research, new testing methods, and newly-discovered predispositions and diseases Provides expanded information on genetics, epidemiology, and longevity Includes key characteristics of diseases, including pathogenesis, genetics, risks, and common presentations Indexes dogs and cats by breed, with listings of common inherited and predisposed disorders organized by body system Includes absolute and relative frequency/occurrence data for conditions, along with references to further information
Your people are your most valuable asset, and if you want them to excel (and your profits to soar), you'll need to abandon your traditional command-and-control management style and adopt a collaborative, open leadership approach—one that engages and empowers your people. While this isn't a particularly new idea, many leaders, while they may pay lip service to it, don't really understand what it means. And most of those who do get it lack the skills for putting it into practice. In Flat Army you'll find powerful leadership models and tools that help you challenge yourself and overcome your personal obstacles to change, while pushing the boundaries of organizational change to create a culture of collaboration. • Develops an integrated framework incorporating collaboration, open leadership, technologies, and connected learning • Shows you how to flatten the organizational pyramid and engage with your peoples in more collaborative and productive ways—without undermining your authority • Explains how to deploy a Connected Leader mindset, a Participative Leader Framework, and a Collaborative Leader Action Model • Arms you with powerful tools for becoming a more visible leader who demonstrates the qualities and capabilities needed to become an agent of positive change
This book should be value for all those who are interested in enhancing their self-understanding. It should also serve as useful classroom text for undergraduates and advanced students in personality and social psychology, counselling and psychotherapy.
Dr. Dan and Kate Montgomery's masterwork on integrating psychology and theology has practical application in the fields of pastoral ministry, counseling, personality theory, and discipleship. Praised by professors at Yale, Fuller, Gordon-Conwell, Garrett-Evangelical, University of Dubuque, Andover Newton, and Dallas theological seminaries, the Self Compass(r) growth tool produces personality transformation, strengthens relationships, and increases intimacy with God. Dr. Ray Anderson calls the book "stunning and stimulating; recommended as required reading here at Fuller Theological Seminary." Theologian Gabriel Fackre writes: "Thank you, Dan and Kate Montgomery, for this remarkable mating of theology and psychology.&quo
Compass Therapy not only bridges the gap between psychology and Christianity, but makes sense of personality disorders as never before, delivering the Human Nature Compass and the Self Compass growth tools for immediate application by therapists, pastoral counselors, and clinical chaplains.Dr. Ray Anderson, Fuller Seminary's Senior Professor of Theology and Ministry, writes: "I am not aware of any other book that succeeds as well as this one in providing both professional therapists as well as Christian counselors with a theoretical and practical model that combines psychology and theology in an integrated way. It has a profound simplicity that covers a wide range of personality disorders. Readers will say, 'Now I see why typical patterns of dysfunctional and disruptive behavior have a common root but also a specific cause.' Put it on top of your reading list!
After considering the aging population in developed countries, it has become clear to physicians and public policy administrators that prevention of cancer must play a more important role in national anti-cancer policy than it has in the past. The recent introduction of an HPV vaccine, coupled with discoveries concerning the relationship of H. pylori and cancer has brought the role of infectious agents in cancer into sharp focus in the medical community. While interest in the subject has grown, no single source existed to bring clinicians up-to-date on developments in disease mechanisms, population-based risk assessment and policy considerations in the field of cancer prevention. In this current and comprehensive text the authors review the basic science and clinical implications of individual infectious agents, while going beyond a mere update of the literature to offer insights on the current emerging prevention possibilities. This prevention perspective is what makes this particular text so valuable to researchers, epidemiologists, health care policy makers and oncologists. The discussion is organized to highlight the vital role of primary cancer prevention, and suggest directions for future research, practice and policy. Since HPV continues to be at the center of interest in the arena of infectious agents and cancer, the authors frame the majority of their discussion on this now-famous virus. The sheer volume of literature related to this virus and its many related cancers, and the burgeoning research on the development and implementation of a prophylactic vaccine necessitates a much fuller review of this infectious agent. Therefore, the book is roughly divided into two equal parts: one part devoted to HPV and another part devoted to five other prominent infectious agents in cancer.
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