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What Customers Wantby Anthony Ulwick
McGraw-Hill 2005; US$ 24.95A world-renowned innovation guru explains practices that result in breakthrough innovations. ''Ulwick's outcome-driven programs bring discipline and predictability to the often random process of innovation.''. -Clayton Christensen. For years, companies have accepted the underlying principles that define the customer-driven paradigm--that is, using customer ''requirements'' to guide growth and innovation. But twenty years into this movement, breakthrough innovations are still rare, and most companies find that 50 to 90 percent of their innovation initiatives flop. The cost of these failures to U.S. companies alone is estimated to be well over $100 billion annually. In a book that challenges everything you have learned about being customer driven,... more...
Scoring Pointsby Clive Humby
Kogan Page 2008; US$ 35.00Scoring Points shows how Tesco made customer loyalty marketing work, explaining the benefits for Tesco and its customers. more...
Grow Your Business with Google AdWords: 7 Quick and Easy Secrets for Reaching More Customers with the World's #1 Search Engineby Jon Smith
McGraw-Hill 2009; US$ 16.95Become a market leader in under 6 months—powered by Google AdWords™! If your concerns are brand awareness and exposure, you and Google AdWords™ are a match made in heaven. Not only is this innovative advertising system extraordinarily effective, it’s suited for any budget and you can launch a campaign in minutes! There’s one catch: Google doesn’t reveal the secrets behind what works and what doesn’t. That’s where Grow Your Business With Google AdWords ™ comes in. Inside this useful guide, international online marketing guru Jon Smith explains how to get the most out of AdWords™ by Developing a winning strategy Coming up with killer keywords Launching an AdWords™... more...
Delivering Happinessby Tony Hsieh
Business Plus 2010; US$ 10.99Pay brand-new employees $2,000 to quit Make customer service the responsibility of the entire company-not just a department Focus on company culture as the #1 priority Apply research from the science of happiness to running a business Help employees grow-both personally and professionally Seek to change the world Oh, and make money too . . . Sound crazy? It's all standard operating procedure at Zappos, the online retailer that's doing over $1 billion in gross merchandise sales annually. After debuting as the highest-ranking newcomer in Fortune magazine's annual "Best Companies to Work For" list in 2009, Zappos was acquired by Amazon in a deal valued at over $1.2 billion on the day of closing. In DELIVERING HAPPINESS, Zappos... more...
Tourist Customer Service Satisfactionby Francis P. Noe; Muzaffer Uysal; Vincent P. Magnini
Taylor & Francis 2010; US$ 113.00Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other's needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. "Tourist Customer Service Satisfaction" fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider's role... more...
Customer Service Training 101by Rente Evenson
AMACOM 2010; US$ 22.95From the first impression to the last ôthank you,ö great service is the hallmark of great companiesùlike yours. more...
Managing Buyer-Supplier Relationsby Rajesh Nellore
Routledge 2001; US$ 198.00Managing suppliers is a complex process that is often underestimated. This book presents research carried out by a practising manager in the automotive industry, coupled with over six hundred interviews. more...
Customer Capitalismby Sandra Vandermerwe
Nicholas Brealey Publishing 1999; US$ 16.45The business model of customer capitalism offered in this text aims to activate six positive reinforcing loops, resulting in customer 'lock-on', which is where a company becomes a customer's sole or dominant provider on an ongoing basis. more...
Consumer Valueby Morris Holbrook
Routledge 1998; US$ 66.95Consumer Value is one of the few books that attempts to define and analyse exactly what consumers want. By setting down a new and innovative framework for the concept of 'value' it is as provocative as it is rigorous. more...
Promiscuous Customersby Michael Bayler; David Stoughton
John Wiley & Sons, Ltd. 2008; US$ 29.95Phones, TV's, PDA's, watches and even fridges are rapidly taking the place of the PC. Now Europe's proliferating channels and devices - plus its multiple cultures and languages - are writing tomorrow's rules. Part field book, part manifesto, and part behind-the-scenes expose, Promiscuous Customers, Invisible Brands is a practical guide which leads the reader through the cycle of strategy, specification, planning and implementation of an e-business. It balances crisp observation with just-in-time pragmatism, on a solid foundation of value and quality management. Created by two of Britain's most experienced and visionary strategists, Promiscuous Customers, Invisible Brands provides the insights, the framework and the toolkit for confident, flexible... more...