Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.
Shall our people be a springless autumn and the orb of the earth move through the ether devoid of our children? Such will likely be case if things do not change. Pat Buchanan brought this problem to light in his acclaimed book, Death of the West. In this book, John Young, an ethnic advocate who is on the board of directors of European Americans United delves more deeply into the economic and social causes of the low birth rates of European Americans. This book is exhaustively researched and documented and brings a lot of information into the field of which most people are unaware. He goes through the various aspects of economic difficulties as well as the many social trends and their effects. Finally, he wraps up the book with detailed instructions for concrete actions you can take in your personal life and political activism that can change this trend -- and the future -- so that European Americans do not become a springless autumn.
Practical and clinically focused, Abeloff’s Clinical Oncology is a trusted medical reference book designed to capture the latest scientific discoveries and their implications for cancer diagnosis and management of cancer in the most accessible manner possible. Abeloff’s equips everyone involved - from radiologists and oncologists to surgeons and nurses - to collaborate effectively and provide the best possible cancer care. Consult this title on your favorite e-reader, conduct rapid searches, and adjust font sizes for optimal readability. Select the most appropriate tests and imaging studies for cancer diagnosis and staging of each type of cancer, and manage your patients in the most effective way possible by using all of the latest techniques and approaches in oncology. Enhance your understanding of complex concepts with a color art program that highlights key points and illustrates relevant scientific and clinical problems. Stay at the forefront of the latest developments in cancer pharmacology, oncology and healthcare policy, survivorship in cancer, and many other timely topics. See how the most recent cancer research applies to practice through an increased emphasis on the relevance of new scientific discoveries and modalities within disease chapters. Streamline clinical decision making with abundant new treatment and diagnostic algorithms as well as concrete management recommendations. Take advantage of the collective wisdom of preeminent multidisciplinary experts in the field of oncology, including previous Abeloff’s editors John E. Niederhuber, James O. Armitage, and Michael B. Kastan as well as new editors James H. Doroshow from the National Cancer Institute and Joel E. Tepper of Gunderson & Tepper: Clinical Radiation Oncology. Quickly and effortlessly access the key information you need with the help of an even more user-friendly, streamlined format. Access the complete contents anytime, anywhere at Expert Consult, and test your mastery of the latest knowledge with 500 online multiple-choice review questions.
As one of the twelve pioneers of English football in 1888, Wolverhampton Wanderers have experienced all four tiers of the game and the club has written its name in the history books by winning every domestic honour. Wanderers became the first club to be champions of all four divisions and have also won FA Cup and League Cup finals. In the 1950s, floodlit contests against the greatest teams from around the world pulled in huge crowds and brought about the birth of European competition. Wolves' Greatest Games looks back at one hundred of the greatest games, from 1888 right through to the present day.Key features- Features one hundred of Wolverhampton Wanderers' most memorable games from across the club's history- Details the effect of the club's great managers and finest players on those games- Includes contemporary and historic images from these legendary matches- The book is fully endorsed by the club- Written by veteran football writer and Wolves programme editor John Hendley, author of Wolves On This Day and Wolves Miscellany
Traders are constantly learning their craft. Those who do not share information, discuss tactics and review prior trades are doomed for failure. Global-View.com knows this. It is the leading destination for Forex traders looking to learn and discuss trading. With over 33,000 registered users from 125 countries, Global-View.com exposes its users to an incredible base of knowledge. In this book, the authors dissect each of 15 chosen trades, using the material to expose some of the best (and worst) practices of a Forex trader. The book weaves a plethora of Global-View.com information into the detailed dissection. Each description will include how the trade was selected and why it was made, as well as money management and psychological aspects of the trade. Entertaining anecdotal stories are interspersed throughout each trade story.
This revised edition of a book first published in 2010 supplements the original account of the 116 bat species then known to be found in Southern and Central Africa with an additional eight newly described species. The chapters on evolution, biogeography, ecology and echolocation have been updated, citing dozens of recently published papers. The book covers the latest systematic and taxonomic studies, ensuring that the names and relationships of bats in this new edition reflect current scientific knowledge. The species accounts provide descriptions, measurements and diagnostic characters as well as detailed information about the distribution, habitat, roosting habits, foraging ecology and reproduction of each species. The updated species distribution maps are based on 116 recorded localities. A special feature of the 2010 publication was the mode of identification of families, genera and species by way of character matrices rather than the more generally used dichotomous keys. Since then these matrices have been tested in the field and, where necessary, slightly altered for this edition. New photographs fill in gaps and updated sonograms aid with bat identification in acoustic surveys. The bibliography, which now contains more than 700 entries, will be an invaluable aid to students and scientists wishing to track down original research.
Professor Ripley, in this 1980 study of Julius Caesar, offers one of the most detailed stage histories ever attempted, focusing upon aspects both of English and American staging from 1599 to 1973. His primary sources include promptbooks and groundplans, letters, diaries and reviews. He approaches the play from four different angles: he examines the texts used in all major productions, and makes valuable deductions about the taste and sensibility of an age from cuts, alterations, additions and redistribution of parts. He explains in detail the staging of the play at various points in time, and demonstrates how sets and costumes, bits of business, handling of crowd scenes and lighting affected its business. He reconstructs performances of the four main roles by the greater and lesser lights of each period. Finally, he comments on the way in which the theories of critics and, in modern times, directors' ideas have influenced understanding of the play.
The updated edition of Surgical Pathology of the GI Tract, Liver, Biliary Tract and Pancreas is designed to act as a one-stop medical reference book for the entire gastrointestinal system, providing exhaustive coverage and equipping you with all of the necessary tools to make a comprehensive diagnostic workup. You'll access thousands of high-quality illustrations and eight brand-new chapters, so you can recognize and diagnose any pathological slide you encounter. Consult this title on your favorite e-reader, conduct rapid searches, and adjust font sizes for optimal readability. Make a comprehensive diagnostic workup with data from ancillary techniques and molecular findings whenever appropriate. Effectively grasp complex topics and streamline decision-making by using extensive tables, graphs, and flowcharts. Avoid diagnostic errors thanks to practical advice on pitfalls in differential diagnosis. Navigate the book quickly with a "road map" featured at the beginning of each chapter. Provide the clinician with the most accurate and up-to-date diagnostic and prognostic indicators, including key molecular aspects of tumor pathology, with access to the latest classification and staging systems available. Evaluate diagnostically challenging cases using diagnostic algorithms. Stay abreast of the latest advances with eight new chapters: Autoimmune Disorders of the GI Tract; Drug Induced Disorders of the GI Tract; Molecular Diagnostics of Tubal Gut Neoplasms; Molecular Diagnostics of the Gallbladder, Extrahepatic Biliary Tree, and Pancreatic Tumors; Tumors of the Ampulla; Molecular Diagnostics of Hepatocellular Neoplasms; Approach to the Liver Biopsy, and Approach to Gastrointestinal Tract Biopsies. Remain at the forefront of your field with coverage of new molecular and genetic markers in GI neoplasms; updated knowledge on liver and biliary tree pathology; and expanded information on tumors of the ampulla. Recognize and diagnose any tissue sample under the microscope with help from over 3000 high-quality color illustrations.
Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.
Lists of owners, constables, and other known officials of English and Welsh castles, with sources. Arranged alphabetically by name of castle within each county.
Widely regarded as the most authoritative and comprehensive book inits field, the fourth edition of Fundamentals of RockMechanics includes new and substantially updated chapters tothis highly praised text. Extensively updated throughout, this new edition containssubstantially expanded chapters on poroelasticity, wavepropogation, and subsurface stresses Features entirely new chapters on rock fractures andmicromechanical models of rock behaviour Discusses fundamental concepts such as stress and strain Offers a thorough introduction to the subject before expertlydelving into a fundamental, self-contained discussion of specifictopics Unavailable for many years, now back by popular demand. An Instructor manual CD-ROM for this title is available. Pleasecontact our Higher Education team at ahref="mailto:HigherEducation@wiley.com"HigherEducation@wiley.com/afor more information. Reviews: “With this attention to detail, and rigorous adherence toclarity and exactness in description, this edition will consolidatethe standing achieved by the earlier editions as a mostauthoritative and comprehensive book in its field. It will continueto serve as a leading reference work for geoscientists interestedin structural geology, tectonics and petrophysics as well as forcivil, mining and petroleum engineers.” (PetroleumGeoscience) "...I consider this book to be an invaluable reference forstudying and understanding the fundamental science at the base ofrock mechanics. I believe this to be a must-have textbook and Istrongly recommend it to anyone, student or professional,interested in the subject." (Rock Mechanics and RockEngineering) "An excellent book, very well presented, and is a must for theshelves of serious engineers and scientists active or interested inthe fields of rock mechanics and rock engineering.... Highlyrecommended." (South African Geographical Journal, 2008)
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
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