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Required Reading

Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service By John A. Goodman

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. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers 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; and use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction. Great companies provide seamless experiences, seeming to know what customers want before they know it themselves ...while others set up fancy Facebook pages and then drop the ball. This groundbreaking guide reveals how to delight customers using the best tools available.
[More About This Book]   Aug-03-2014

 

Redefining Operational Excellence: New Strategies for Maximizing Performance and Profits Across the Organization By Andrew Miller

Operational excellence is a mindset, and it achieves breakthrough results. It requires a company culture that questions current models and focuses on adding value, making improvements, and increasing speed. Operational excellence is about finding money and performance boosts in areas businesses don't normally look.

Redefining Operational Excellence covers it all - processes, people, and operations - and shares specific strategies to: drive innovation and collaboration; engage customers; attract and retain top people; align strategy and execution; optimize speed; and more. Operational excellence is the relentless pursuit of doing things better.

[More About This Book]   Jul-07-2014

 

Training That Delivers Results: Instructional Design That Aligns with Business Goals By Dick Handshaw

Training That Delivers Results offers a far better way to educate employees, one that connects learning solutions with strategic business goals. Rather than being told what to teach, proactive designers collect data to define problems and develop training interventions.

Readers will learn how to:

-- Analyze performance gaps
-- Create targeted performance objectives and connect them with the right measurement tools
-- Determine the best instructional strategy and the appropriate media
-- Build consensus with project blueprint meetings
-- Evaluate the effectiveness of training and use the data to continually improve.


[More About This Book]   Jun-13-2014

 

The Ideal Executive by Dr, Ichak Kalderon Adizes

Dr. Adizesí premise, developed in this book, is that the ideal leader, manager, or executive -- ideal in the sense that he can fulfill by himself all the roles necessary for the long-and short-term effectiveness and efficiency of an organization -- does not and cannot exist. And that is the problem with contemporary management literature: it presents what the executive should do, (because that is what the organization needs) even though no one can do it.

Dr. Adizes presents a paradigm shift in management thinking: If no one can be the ideal executive that organizations need, what should be done to avoid mismanagement?
[More About This Book]   May-21-2014

 

Successful Business Process Management: What You Need to Know to Get Results by Paula K. Berman

Companies - especially more complex organizations - require standard, documented processes and procedures to achieve high levels of quality and productivity. Too few, and inefficiency ensues; too many, and creativity is stifled. Yet it can be difficult to find training on process improvement - and the range of complicated tools available could make even the most experienced professional's head spin. Successful Business Process Management fills the gap, providing a succinct, accessible overview of the field. This book includes step-by-step instructions explain how to achieve success with your business process management initiative.




[More About This Book]   May-11-2014

 

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