Ruth N. Bolton's Books

Service Excellence

Creating Customer Experiences that Build Relationships

By: Ruth N. Bolton

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Service Excellence

Creating Customer Experiences that Build Relationships

By: Ruth N. Bolton

The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.

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Page Count

181

Publisher

Business Expert Press

Published Date

ISBN 10

1631573721

ISBN 13

9781631573729

Acute and Chronic Wounds - E-Book

By: Ruth Bryant,Denise Nix

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Acute and Chronic Wounds - E-Book

By: Ruth Bryant,Denise Nix

Acute & Chronic Wounds, 6th Edition provides the latest diagnostic and treatment guidelines to help novice to expert clinicians provide evidence-based, high-quality care for patients with wounds. This textbook presents an interprofessional approach to maintaining skin integrity and managing the numerous types of skin damage, including topics that range from the physiology of wound healing, general principles of wound management, special patient populations, management of percutaneous tubes, and specific care instructions to program development. Written by respected wound experts Ruth Bryant and Denise Nix, this bestselling reference also provides excellent preparation for all wound certification exams. - Comprehensive approach addresses the prevention and management of acute and chronic wounds, making it the preeminent resource for skin health and wound management across all disciplines involved in wound care, from novice to expert. - Learning Objectives at the beginning of each chapter emphasize the most important content. - Clinical Consult feature in each chapter provides a synthesis of the chapter content, illustrating how to assess, manage, and document a realistic clinical encounter using the ADPIE or SBAR framework. - Checklists provide a concise list of actions necessary to achieve the best patient care outcomes or satisfy a particular objective. - Practical tools and algorithms help in performing risk assessment, differential diagnosis, classification, treatment, and documentation. - Coverage of practice development issues addresses outcomes and productivity in agencies and institutions, home care, acute care, long-term care, and long-term acute care settings. - Self-assessment questions help you test your knowledge and prepare for certification exams. - Helpful appendices provide answers to self-assessment questions, as well as various tools, policies and procedures, competencies, patient and family education guidance, and more. - NEW! Chapters on Postacute Care Settings; Telehealth and Wound Management; Quality Tracking Across the Continuum; and Medications and Phytotherapy: Impact on Wounds provide evidence-based coverage of these important topics. - UPDATED! Consolidated pressure injuries content puts everything you need to know into one chapter. - Expanded full-color insert includes 50 new images — for a total of 95 color plates with more than 160 images — that visually reinforce key concepts. - New information presents the latest developments in biofilm assessment and management, topical oxygen therapy, skin manifestations related to COVID-19, and strategies to enhance engagement, as well as updated product photos and more authors who are clinical experts and providers.

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Page Count

851

Publisher

Elsevier Health Sciences

Published Date

ISBN 10

0323776361

ISBN 13

9780323776363

Service Excellence

Creating Customer Experiences that Build Relationships

By: Ruth N. Bolton

Write a review Read reviews Take a Quiz Solve Book Puzzle

Service Excellence

Creating Customer Experiences that Build Relationships

By: Ruth N. Bolton

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

181

Publisher

Business Expert Press

Published Date

ISBN 10

1631573721

ISBN 13

9781631573729

Book's by Ruth N. Bolton

Service Excellence

Service Excellence

Acute and Chronic Wounds - E-Book

Acute and Chronic Wounds - E-Book

Service Excellence

Service Excellence

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