Your customers are your future. Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart. From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution. Transform Customer Experience offers real-life insights into effective strategies for developing and implementing Customer Experience (CX) programs in a range of corporate, governmental and non-profit environments. • Shows you how to address dimensions of diversity in the customer base • Outlines customer journey mapping • Discusses the implications of customers’ omnichannel engagement • Addresses the importance of positive employee experience in establishing a supportive CX culture. Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it.
This volume aims to investigate the complex theme of social mobility in medieval Italy both by comparing Italian research to contemporary international studies in various European contexts, and by analysing a broad range of themes and specific case studies. Medieval social mobility as a European phenomenon, in fact, still awaits a systematic analysis, and has seldom been investigated iuxta propria principia in social, political and economic history. The essays in the book deal with a number of crucial problems: how is social mobility investigated in European and Mediterranean contexts? How did classic mobility channels such as the Church, officialdom, trade, the law, the lordship or diplomacy contribute to shaping the many variables at play in late medieval societies, and to changing – and challenging – inequality? How did movements and changes in social spaces become visible, and what were their markers? What were the dynamics at the heart of the processes of social mobility in the many territorial contexts of the Italian peninsula?
Did you know that the idea for Frankenstein came to Mary Shelley in a vivid dream? Or that her many of her loved ones suffered tragic deaths? What are her most famous quotes? And what did she say when rejecting a marriage proposal from actor, poet and playwright John Howard Payne? This fascinating book contains over one hundred facts about Shelley, organised into categories for easy reading. Whether you are studying the author for a project or you are just interested in finding out more about the creator of one of the most enduring monsters of all time, this is the book for you.
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