Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Be Our Guest specializes in helping professionals see new possibilities through concepts not found in the typical workplace, revealing even more of the business behind the magic of quality service.
The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results―The Toyota Way.A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, yo... [Read More]
Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff... [Read More]
Test Prep Book's HESI A2 Study Guide 2018 & 2019: HESI Admission Assessment Exam Review & Practice Test Questions for the HESI 4th Edition ExamDeveloped by Test Prep Books for test takers trying to achieve a passing score on the HESI A2 exam, this comprehensive study guide includes:•Quick Overview•Test-Taking Strategies•Introduction•Mathematics•Reading Comprehension•Vocabulary•Grammar•Biology•Chemistry•Anatomy & Physiology•Physics•Practice Questions•Detailed Answer ExplanationsDisclaimer: HESI is a registered trademark of the Health Education Systems Inc., which was n... [Read More]
Your job may be all about sales, but not your customers. Did you know that the average executive spends less than 5 percent of their time engaged in the buying of products and services? Therefore, sales professionals who focus solely on the moment of the sale have made a fatal miscalculation in understanding their customers. If you want to gain the winning edge for your sales performance, it’s time to embrace the entire customer life cycle.Beyond the Sales Process provides readers with a proven methodology for driving success before, during, and after every sale. Featuring instructional case... [Read More]
Martyn R. Lewis makes the compelling argument that instead of focusing on their own internal view of how to position and sell their offerings, companies must look to the external reality of how their customers actually buy. Essentially blowing away the threadbare notion that customers buy because of the value they see in an offering, Lewis unveils a profound new business model that rests on his pioneering concept of Outside-In Revenue Generation. He shows that vendors are too often trying to solve the wrong problem because time and time again, customers actually do “get it”, they understan... [Read More]
***Includes Practice Test Questions*** Get the test prep help you need to be successful on the FTCE Art K-12 test. The FTCE Art K-12 Exam is extremely challenging and thorough test preparation is essential for success. FTCE Art K-12 Exam Secrets Study Guide is the ideal prep solution for anyone who wants to pass the FTCE Art K-12 exam. Not only does it provide a comprehensive guide to the FTCE Art K-12 Exam as a whole, it also provides practice test questions as well as detailed explanations of each answer. FTCE Art K-12 Secrets Study Guide includes: A thorough overview to the Florida Teacher... [Read More]
Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
Insightful, well-organized, and clearly written, NUTRITION FOR SPORT AND EXERCISE, 3rd Edition, integrates nutrition and exercise physiology principles, emphasizing scientific reasoning and examining research studies to illuminate the evidence for current nutritional recommendations. In addition, the text helps you translate these nutrition recommendations to specific plans for the appropriate amount and type of foods, beverages, and/or supplements to support training, performance, and recovery. The authors carefully illustrate the links between exercise, nutrition, and, the ultimate goals: op... [Read More]
Create a winning game plan for your digital products with Strategize: Product Strategy and Product Roadmap Practices for the Digital Age.Using a wide range of proven techniques and tools, author Roman Pichler explains how to create effective strategies and actionable roadmaps to help you maximize your chances of creating successful products.Written in an engaging and no-nonsense style, Strategize offers practical advice and valuable examples so that you can apply the practices directly to your products.Comprehensive and insightful, the book will enable you to make the right strategic decisions... [Read More]
Microsoft Dynamics®CRM 2016 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, managing, and securing every new Online and On-Premises version of Dynamics CRM 2016. Leading Dynamics implementer Marc Wolenik presents comprehensive coverage of configuring, customizing, and operating Dynamics to serve your organization’s unique needs. He illuminates Microsoft’s renewed focus on services, via the Interactive Service Hub (ISH) and advanced cross-platform mobile client support. You’ll also find extensive new coverage of key enhancements including x... [Read More]
-This is the perfect practice paper sheets to improve your lettering skills or help you design your own hand lettering style. -The practice workbook includes 3 sections (Lined guide sheets, Alphabet practice sheets and Dot
This practical and provocative guide provides the strategies and tactics used by organizations committed to implementing diversity from the top down. Focusing on the necessity for a strategic change initiative, Loden discusses: how to position
"This book explains how organizations built up bad habits, identifies which ones masquerade as "best practices," and suggests alternatives that can contribute to winning in the marketplace. With a focus on optimism and empowerment, it
If you want to discover how to close sales using the absolute best practice (one that's non-pushy, flexible, natural & easy to learn) then read this book.Author James Muir shares unique insights on how 'closing
A Trainer's Guide to PowerPoint: Best Practices for Master Presenters is Mike Parkinson's master class on the art of PowerPoint. Learn his award-winning PowerPoint process as he guides you through three phases of presentation development--discover,
Written by a long-standing practitioner in the field, this timely and critical work is your best source for understanding all the complex issues and requirements associated with corporate compliance. It provides clear guidance for those
The first reference to bring scientifically proven approaches to the practice of personal and executive coaching The Evidence Based Coaching Handbook applies recent behavioral science research to executive and personal coaching, bringing multiple disciplines to
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