Customer Experience Management. A Revolutionary Approach to Connecting with Your Customers

Praise for The Perfect Portfolio «Today's markets are rife with challenges that confound novice and professional investors alike. Thankfully, The Perfect Portfolio provides the type of 'outside the box' thinking that can enable individual investors to not only cope with these challenges but also to view them as profit-making opportunities.» —Lynnette Khalfani-Cox, The Money Coach (from the Foreword) To achieve long-term success in today's market, you can't place your faith totally in financial «experts» who are far too often salespeople first and objective advisers second. You must take personal control of your hard-earned savings and build a portfolio that gives you a realistic chance of earning returns that enable you to meet the investing goals you really want to achieve in life. That's why Leland Hevner—President of the National Association of Online Investors (naoi.org) and a longtime educator in the financial field—has created The Perfect Portfolio. This reliable resource outlines Hevner's proven investment approach, known as the Perfect Portfolio Methodology (PPM), and shows you how to use it to thrive in today's challenging market conditions. Divided into three comprehensive parts, The Perfect Portfolio will enable you to: Build a powerful and efficient portfolio using nine asset classes instead of the traditional three Completely avoid the complexities of analyzing individual stocks and mutual funds Virtually eliminate company risk from your portfolio Use amazing new Web-based tools to enhance and automate your trading activities Easily design a portfolio that matches your investing style and thrives in any market condition And much more This is not the stuff of your average investing book. The author is not simply putting a new «spin» on the outdated investing concepts being taught today. He is providing nothing less than a dramatically new portfolio design model and a revolutionary approach to the entire field of personal investing. And this bold challenge to the status quo is long overdue! With The Perfect Portfolio as your guide, you will realize that investing does not need to be as complicated as the financial services industry would like you to believe. You will learn a simple methodology for building a portfolio that can produce incredible returns with minimal risk. You will be empowered to take personal control of your investments. It's time to start your new life as a confident investor.

CRM today is much like BPR in the 1990s. It is the strategy of the 21st century. Everyone is jumping on the bandwagon, but few are doing it in a way that will reap long-term benefits. And while billions are being spent worldwide, as yet there is not one case study of a true CRM focused company that is achieving major business success. Why? Three years ago Quest Media introduced the National Customer Service Awards. The philosophy was to research, recognise and reward organisations that were pushing the barriers of customer management to new limits. Written by the editor of Customer Management magazine, this book draws on Quest's research to reflect the current thinking behind today's front-runners in the customer management field. The authors challenge accepted thought processes and give realistic timeframes for implementing the innovative thinking that will produce tomorrow's Customer Management Excellence. * An 'all you need to know about customer management' handbook – draws on the authors' vast experience to help unravel this complex topic * Provides case studies and examples of organisations that are award-winners in their innovative customer management techniques * Includes a glossary of terms and checklists to help readers benchmark their own progress in implementing successful customer management

What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.

Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business is small or large, product- or service-based, retail or wholesale, this book offers proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. It includes the techniques of hundreds of innovative companies who are already working to recapture lost customers and keep them loyal. In today's hyper-competitive marketplace, no customer retention program can be entirely foolproof, but with this guide gives you today's best methods for winning back those customers you simply can't afford to let go.

Do Your Customers Make More Money Doing Business With You? Knowing the answer can help you build measurable and valuable customer relationships, outperform the competition, and unlock profitable growth. Companies are blind to opportunities for profitable customer relationships without a deep understanding of how they create customer value relative to competitors. With a rigorous and measurable understanding of how customers make more money today and in the future with you, combined with supporting plans and tools to align the entire organization for success, a company can win and win big. Winning with Customers offers a step-by-step playbook to help companies develop this capability for themselves, act on it, build a culture around it and sustain it over time. The playbook includes case studies, interviews, and tools from leading B2B companies who have demonstrated success. Written by recognized business thought leaders and practitioners, this book will guide you to profitable growth. The book also serves as a launch point into a community of like-minded executives that includes a companion website which offers exercises, access to thought leaders, and other tools help you win with customers.

Revised edition of the classic book on classroom management This third edition of Discipline in the Secondary Classroom is a treasure trove of practical advice, tips, checklists, reproducibles, and ready-to-use activities that will save secondary teachers time and help them become more effective educators. Both new and seasoned teachers will find the book invaluable for designing a management plan that prevents problems, motivates students, and teaches students to behave responsibly. Offers a proven classroom management plan based on Sprick's acclaimed STOIC framework for training teachers: Structure for success, Teach expectations, Observe and monitor, Interact positively, and Correct fluently Includes information on everything from creating a vision for classroom behavior to addressing misbehavior and motivating students Bonus DVD features video of Sprick explaining core practices This accessible, value-packed resource shows educators how to work with students to create a well-managed classroom where learning can flourish.

Practical strategies for better customer service based on the principles of servant-leadership Individuals in the workforce and the clients they serve are the fundamental building blocks of every company in America. Executives talk about customer service; but their employees are the ones who make it happen (or not). Author Ray Pelletier reveals the vital importance of a happy workforce in creating a happy client. By caring for employees, managers create an environment in which employees can care for customers. This book shows senior leaders, managers, and supervisors how to develop a managerial style that combines teamwork, trust, listening, forethought, and ethics to nurture a happy workforce and improve customer service. Built on the foundations of the servant-leadership model, the book offers effective, easy-to-implement strategies to develop these vital managerial skills. It's All About Service reveals that leaders who care for their people create businesses that care for their clients-and gain an edge over the competition.

Practical guidance on how to successfully introduce enterprise social networks to connect employees While there are a fast growing number of books around social media and enterprise 2.0, the focus is often on the technical tools. Connecting Organizational Silos approaches social media and enterprise 2.0 from a knowledge flow management perspective. It offers practical and specific guidance on what to do and what not to do when introducing social media in an organization. This concise, easy-to-read guide offers a nuts-and-bolts look at how to get started in social media and drive it to success. Examines knowledge flows and the deployment of social media networks within organizations Helps organizations become more successful in introducing social media tools and platforms into their organizations By incorporating social media into their business, organizations will be able to make better use of their member's knowledge and thereby become more competitive. Connecting Organizational Silos discusses all aspects of enterprise social media and how it can help to drive corporate growth.

Optimizing Organization Design offers a comprehensive resource and valued guide for anyone interested in improving organization performance. The book presents an approach to optimizing organization design that is based on over 100 large scale projects and 23 research studies that have been completed by Capelle Associates over the past 25 years. In addition, the book includes insightful comments from executives on their success in using this approach. Capelle’s research and client experience reveal that optimizing organization design leads to better financial performance, customer satisfaction and employee engagement. It can provide a competitive advantage and a significant return on investment. It can also become the foundation of both strategy implementation and human resources management. Capelle shows that organization design includes the alignment of a number of critical factors, including positions (vertical and functional); accountabilities and authorities (managerial and cross functional); people; deliverables and tasks. He shows that manager – direct report alignment is the single most important organization design variable. His research also shows that it is suboptimal nearly half the time. This is a horrendous waste of talent and capability, but also provides a significant opportunity for improvement in organization performance. Optimizing Organization Design clearly explains how to implement organization design improvements. This approach includes people change management, project management, and a cascading, iterative approach that is based on teams and involves education, doing real work and feedback. In addition, Optimizing Organization Design includes special sections on the role of the Board of Directors, project management, process management and compensation. In addition, the author has included four case studies and a useful glossary.

CEOs and managers live and die by delivering superior performance to shareholders. This is why expectations-based management has been developed. Outperform with Expectations-Based Management (EBM) introduces a revolutionary new performance metric that links performance standards, performance measurement, and the achievement of performance. It's easy to say that if a CEO can get performance measurement right, then performance improvement will follow. But what is the «right» measure of performance, and how do you use it to improve performance? Authors Tom Copeland and Aaron Dolgoff answer these questions and many more, as they show you how to find the measure of performance that has the strongest link to the creation of wealth for the owners of both public and private companies. They answer the puzzle of why growth in earnings is not correlated with shareholder returns and explain the under- and over-investment traps. And they explain how clear communications to investors and managers alike improve value. The bottom line is that share prices go up when companies exceed expectations – short-term and long-term – of income statement and balance sheet performance and daily operating value drivers. Gain a complete understanding of EBM and discover how to do this, and much more, while staying competitive in an unforgiving business environment.