The Experience. The 5 Principles of Disney Service and Relationship Excellence

The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's «Best Companies to Work For» and «Most Admired» lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels

This textbook introduces the physical concepts required for a comprehensive understanding of p-n junction devices, light emitting diodes and solar cells. Semiconductor devices have made a major impact on the way we work and live. Today semiconductor p-n junction diode devices are experiencing substantial growth: solar cells are used on an unprecedented scale in the renewable energy industry; and light emitting diodes (LEDs) are revolutionizing energy efficient lighting. These two emerging industries based on p-n junctions make a significant contribution to the reduction in fossil fuel consumption. This book covers the two most important applications of semiconductor diodes – solar cells and LEDs – together with quantitative coverage of the physics of the p-n junction. The reader will gain a thorough understanding of p-n junctions as the text begins with semiconductor and junction device fundamentals and extends to the practical implementation of semiconductors in both photovoltaic and LED devices. Treatment of a range of important semiconductor materials and device structures is also presented in a readable manner. Topics are divided into the following six chapters: • Semiconductor Physics • The PN Junction Diode • Photon Emission and Absorption • The Solar Cell • Light Emitting Diodes • Organic Semiconductors, OLEDs and Solar Cells Containing student problems at the end of each chapter and worked example problems throughout, this textbook is intended for senior level undergraduate students doing courses in electrical engineering, physics and materials science. Researchers working on solar cells and LED devices, and those in the electronics industry would also benefit from the background information the book provides.

A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine «leadership actions» that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

Get a practical, actionable, three-step process to build and leverage important relationships Most people know instinctively how to build positive, long-lasting relationships with spouses, friends, and even co-workers–but few of us know how to consciously and systematically build and maintain positive business relationships. For years, The Relationship Edge has successfully shown people how to build personal relationships and repair damaged ones with a proven three-step process. This completely updated third edition offers a fresh perspective on that process and includes more contemporary case studies, as well as how to build and nurture relationships online. Develop the right mindset–understand that personal relationships are vital to business success, both offline and online Ask the right questions–discover the common ground you share with others Do the right thing–be truthful and straightforward or you'll undermine the goodwill you've worked so hard to build Jerry Acuff, the author, has a proven record of success with previous editions of The Relationship Edge With real case studies and step-by-step guidance, The Relationship Edge, Third Edition offers the tools and advice you need to develop strong, rewarding relationships with customers, co-workers, and managers. Jerry Acuff's latest version is packed full of practical, concrete information on the mechanics of interpersonal relationships in the business world, all designed to have you doing business better and more productively than ever.

This innovative new collection features six original essays exploring the spatial, temporal, and other structures that shape conscious perception. Includes cutting-edge research on an increasingly influential topic in the philosophy of the mind Explores structural differences between the senses and between different theories of perceptual experience Offers innovative new arguments on the philosophy of perception written by leading scholars in the field

The Excellence Dividend is a critical new book from one of today's leading visionaries in business. This year's winner of the Thinkers50 Lifetime Achievement Award and the CEO Reads Lifetime Contribution to the Business Book Industry Award, Tom Peters is one of the world's most revered management gurus and global business thinkers. For decades, he has been preaching the gospel of putting people first, and in today's rapidly changing business environment, this message is more important than ever. Studies show that fewer than one-third of employees feel engaged with their work and that half of all jobs are at risk due to technology. But Peters has a solution: a sustained commitment to excellence combined with a commitment to people. These are, he argues, the only tools for coping with and thriving amidst the tsunami of change facing business today. In The Excellence Dividend, Peters shows that nothing beats a high-quality product or service, designed and delivered by people who are as dedicated to each other as they are to their shared goal. With his unparalleled expertise and inimitable charisma, Peters offers brilliantly simple, actionable guidelines for success that any business leader can immediately implement. After spending four decades in in pursuit of professional excellence, giving more than 3,000 presentations on the subject and working with companies around the world, Peters has delivered a contemporary personal excellence manual for any professional looking to make their mark and face today's business challenges.

The Excellence Dividend is a critical new book from one of today's leading visionaries in business. This year's winner of the Thinkers50 Lifetime Achievement Award and the CEO Reads Lifetime Contribution to the Business Book Industry Award, Tom Peters is one of the world's most revered management gurus and global business thinkers. For decades, he has been preaching the gospel of putting people first, and in today's rapidly changing business environment, this message is more important than ever. Studies show that fewer than one-third of employees feel engaged with their work and that half of all jobs are at risk due to technology. But Peters has a solution: a sustained commitment to excellence combined with a commitment to people. These are, he argues, the only tools for coping with and thriving amidst the tsunami of change facing business today. In The Excellence Dividend, Peters shows that nothing beats a high-quality product or service, designed and delivered by people who are as dedicated to each other as they are to their shared goal. With his unparalleled expertise and inimitable charisma, Peters offers brilliantly simple, actionable guidelines for success that any business leader can immediately implement. After spending four decades in in pursuit of professional excellence, giving more than 3,000 presentations on the subject and working with companies around the world, Peters has delivered a contemporary personal excellence manual for any professional looking to make their mark and face today's business challenges.

A practical guide for providing exceptional client service Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterized by a precise skill set or inventory of responsibilities; this book and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve more effective work. Written by one of the industry's most knowledgeable client services executives, the book begins with a definition, then follows a path from an initial new business win to beginning, building, losing, then regaining trust with clients. It is a powerful source of counsel for those new to the business, for industry veterans who want to refresh or validate what they know, and for anyone in the middle of the journey to get better at what they do.

An exploration of spirituality, values, and sustainability in business When Jochen Zeitz and Anselm Gr?n first met onstage as «the manager and the monk,» Zeitz was CEO and Chairman of Puma, and Father Gr?n was a monk serving as cellarer, the business manager of his Benedictine abbey. They came together to discuss their shared goal: what it means to lead and manage responsibly and sustainably in today's shifting world. Available for the first time in English, The Manager and the Monk features these topical essays and dialogues, drawing on sources as diverse as the Bible, contemporary religious thought, psychological theory, and the innovative «environmental profit & loss account» Zeitz developed for Puma. Together, Zeitz and Gr??n explore their intersecting definitions of prosperity, values, sustainability, among a host of other topics. Jochen Zeitz was CEO of Puma for 18 years and is founder, with Sir Richard Branson, of the B Team, a global initiative aimed at transforming the future of business Anselm Gr?n is cellarer (business manager) of M?nsterschwarzach Abbey in Germany, overseeing a staff of 300 in crafts such as beekeeping and brewing; and an internationally best-selling author of more than 300 books available in 35 languages Translated from an award-winning German book, Gott, Geld, und Gewissen, which has been translated into 11 languages The Manager and the Monk is a thoughtful, impassioned plea for how to manage responsibly in the modern world.

First published in 1996, The Eyes of the Skin has become a classic of architectural theory. It asks the far-reaching question why, when there are five senses, has one single sense – sight – become so predominant in architectural culture and design? With the ascendancy of the digital and the all-pervasive use of the image electronically, it is a subject that has become all the more pressing and topical since the first edition’s publication in the mid-1990s. Juhani Pallasmaa argues that the suppression of the other four sensory realms has led to the overall impoverishment of our built environment, often diminishing the emphasis on the spatial experience of a building and architecture’s ability to inspire, engage and be wholly life enhancing. For every student studying Pallasmaa’s classic text for the first time, The Eyes of the Skin is a revelation. It compellingly provides a totally fresh insight into architectural culture. This third edition meets readers’ desire for a further understanding of the context of Pallasmaa’s thinking by providing a new essay by architectural author and educator Peter MacKeith. This text combines both a biographical portrait of Pallasmaa and an outline of his architectural thinking, its origins and its relationship to the wider context of Nordic and European thought, past and present. The focus of the essay is on the fundamental humanity, insight and sensitivity of Pallasmaa’s approach to architecture, bringing him closer to the reader. This is illustrated by Pallasmaa’s sketches and photographs of his own work. The new edition also provides a foreword by the internationally renowned architect Steven Holl and a revised introduction by Pallasmaa himself.