How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing
Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business. Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more. Don’t let your business fall behind, look inside and take your customer experience to the next level. “Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth.” Keith Lewis, COO, Matchtech Group plc “At last – a book that provides practical ways of delivering the superior experience that today’s customers demand.” Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica
About the Author
Adrian Swinscoe is a customer experience consultant and advisor, and has been growing and developing customer-focused large and small businesses for 20 years. He has previously worked with Shell, FT, The Economist Group and Mowlem, as well as consulting with hundreds of smaller businesses to help them engage with their customers, build their customer retention and improve service.
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The 9th Edition of Entrepreneurship, by Robert Hisrich, Michael Peters and Dean Shepherd has been designed to clearly instruct students on the process of formulating, planning, and implementing a new venture. Students are exposed to detailed descriptions of ‘how to’ embark on a new venture in a logical manner. Comprehensive cases at the end of the text have been hand-picked by the authors to go hand-in-hand with chapter concepts.
The superb author team of Hisrich, Peters, and Shepherd draw from their distinct backgrounds to create a book that addresses the dynamics of today’s entrepreneurial challenges. From Bob Hisrich’s expertise in global entrepreneurship to Mike Peter’s background as a both a real-life entrepreneur and academic to Dean Shepherd’s current research on cognition and entrepreneurial mindset, this book balances the crucial line between modern theory and practice.
The third edition of this market leading textbook covers the foundations of entrepreneurship and entrepreneurial growth for the Asia-Pacific entrepreneur. The text emphasises the development of a business idea with the major theme of “Environmental Entrepreneurship”. Alongside a strong theoretical framework, the authors have included a wealth of experiential learning methodology. As well as the unparalleled instructor and student resources, what sets this text apart from all others in this discipline – is the thorough treatment of topical themes of sustainability, ethical and social responsibility, and experiential learning.
About the Author
Howard is Professor of Entrepreneurship Education at the Centre for Entrepreneurship Innovation and Community (CEIC) at Deakin University. He was previously Professor of Innovation and Entrepreneurship at Unitec in New Zealand. He is known particularly for the Global Entrepreneurship Monitor New Zealand reports and pioneering the new field of entrepreneurial economy, or sustainability entrepreneurship. For ten years he ran his own IT company in Europe and now co-owns a rapidly expanding firm within Australia’s food-export industry. Howard specialises in the training of teachers of entrepreneurship and has trained companies in Latin America, Southeast Asia, Australia and New Zealand Howard has published in a variety of journals and his memberships include the Global Entrepreneurship Research Association (GERA) London, the Global Consortium of Entrepreneurship Centers, the Australia-New Zealand Academy of Management (ANZAM) and the Academy of Management (USA). Allan is the Academic Director of the Entrepreneurship Commercialisation and Innovation Centre (ECIC) at the University of Adelaide. He was formerly with the Australian Graduate School of Entrepreneurship, Swinburne University of Technology, lecturing in the fields of entrepreneurship and innovation in a number of topic areas associated with new venture strategy, evaluation and start-up. Allan’s extensive industry experience has been with the small and medium enterprise sector developing and introducing new products, entering new markets, and expanding sales and business opportunities in both established and new business environments. This experience has exposed him to the challenges of growth, innovation and entrepreneurship with engineered and manufactured goods. Allan’s research interests include entrepreneurship education, policy and the intersections between entrepreneurship, innovation and socioeconomic development. More specifically, Allan’s recent research projects have involved regional development, organisational development and human capital development. These projects have involved working with the Centre for Regional Development at Swinburne University of Technology, Questacon (the National Institute for Science and Technology, Canberra), the Hargraves Institute, (a member’s services organisation focussing on corporate innovation) and the Westpac Global Entrepreneurship Monitor Australia project in 2004 and 2005 serving as project manager, researcher and co-author. Dr. Donald F. Kuratko is the Jack M. Gill Chair of Entrepreneurship, Professor of Entrepreneurship, and Executive Director of the Johnson Center for Entrepreneurship & Innovation at the Kelley School of Business of Indiana University – Bloomington. Professor Kuratko is considered a prominent scholar and a national leader in the field of entrepreneurship. He has published more than 160 articles on various aspects of entrepreneurship and corporate entrepreneurship.
This book examines pertinent principles and concepts of this subject in a systematic manner by providing suitable tables, diagrams and flowcharts for quick comprehension of important concepts and principles . A billingual glossary is provided at the end of each chapter for this edition.
- Chapter 1. Introduction to Entrepreneurship
- Chapter 2. Issues in Entrepreneurship
- Chapter 3. Business Ideas and Opportunities
- Chapter 4. Basics of Business Management
- Chapter 5. Overview of Marketing
- Chapter 6. Basic Accounting and Financial Management
- Chapter 7. Business Plan
- Chapter 8. Business Ownership
- Chapter 9. Business Support Systems
- Chapter 10. Creativity and Innovation in Entrepreneurship
- Chapter 11. Business Environment Assessment and Networking in Entrepreneurship
Ha-Joon Chang’s “23 Things They Don’t Tell You About Capitalism” turns received economic wisdom on its head to show you how the world really works. In this revelatory book, Ha-Joon Chang destroys the biggest myths of our times and shows us an alternative view of the world, including: there’s no such thing as a ‘free’ market Globalization isn’t making the world richer; we don’t live in a digital world – the washing machine has changed lives more than the internet; poor countries are more entrepreneurial than rich ones; higher paid managers don’t produce better results; and we don’t have to accept things as they are any longer. Ha-Joon Chang is here to show us there’s a better way. “Lively, accessible and provocative …read this book”. (Sunday Times). “A witty and timely debunking of some of the biggest myths surrounding the global economy”.(“Observer”). “The new kid on the economics block…Chang’s iconoclastic attitude has won him fans”. (Independent on Sunday). “Lucid …audacious …increasingly influential …will provoke physical symptoms of revulsion if you are in any way involved in high finance”. (“Guardian”). “Important …persuasive …an engaging case for a more caring era of globalization”. (“Financial Times”). “A must-read …incisive and entertaining”. (“New Statesman Books of the Year”). Ha-Joon Chang is a Reader in the Political Economy of Development at the University of Cambridge. He is author of “Kicking Away the Ladder: Development Strategy in Historical Perspective”, which won the 2003 Gunnar Myrdal Prize, and “Bad Samaritans: Rich Nations”, “Poor Policies” and the “Threat to the Developing World”. Since the beginning of the 2008 economic crisis, he has been a regular contributor to the “Guardian”, and a vocal critic of the failures of our economic system.
About the Author
Born in South Korea, No 1 International Bestselling Author Ha-Joon Chang is a specialist in development economics and Reader in the Political Economy of Development at the University of Cambridge. In 2005, Chang was awarded the Wassily Leontief Prize for Advancing the Frontiers of Economic Thought. He is author of Kicking Away the Ladder: Development Strategy in Historical Perspective (2002), which won the 2003 Gunnar Myrdal Prize, and Bad Samaritans: Rich Nations, Poor Policies and the Threat to the Developing World (2007). Since the beginning of the 2008 economic crisis, he has been a regular contributor to the Guardian, and a vocal critic of the failures of our economic system.