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.
Out of stock
The proven model that offers powerful and elegant strategies for leaders
How Great Leaders Think: the Art of Reframing uses compelling, contemporary examples to show how more complex thinking is the key to better leadership. Leaders who understand what’s going on around them see what they need to do to achieve the results they want. Bolman and Deal’s influential four-frame model of leadership and organizations—developed in their bestselling book, Reframing Organizations: Artistry Choice and Leadership—offers leaders an accessible guide for understanding four major aspects of organizational life: structure, people, politics, and culture. Tapping into the complexity enables leaders to decode the messy world in which they live, see more options, tell better stories, and find strategies that are more effective. Case examples of leaders like Jeff Bezos at Amazon, Howard Schultz at Starbucks, Tony Hsieh at Zappos, Ursula Burns at Xerox, and the late Steve Jobs at Apple provide concrete lessons that readers can put to use in their own leadership. The book’s lessons include:
- How to use structural tools to organize teams and organizations for better results
- How to build motivation and morale by aligning organizations and people
- How to map the terrain and build a power base to navigate the political dynamics in organizations
- How to develop a leadership story that shapes culture, provides direction, and inspires commitment to excellence
About the Author
LEE G. BOLMAN holds the Marion Block Missouri Chair in Leadership at the Bloch School of Management, University of MissouriKansas City. With Terrence Deal, Bolman is coauthor of the bestselling book Reframing Organizations , now in its 5th edition. For twenty years, Bolman taught at the Harvard Graduate School of Education. TERRENCE E. DEAL is the founder of the Deal Leadership Institute and has served on the faculties of Stanford, Harvard, Vanderbilt, and the University of Southern California. He is the author or coauthor of twenty-seven books, including the bestseller Corporate Cultures , as well as numerous articles on organizations, change, and leadership.
Inspirational and informativeintroduce students to the process of entrepreneurial success.
There has never been a more exciting and opportunistic time to study entrepreneurship. Around the world, the current economic crisis is not just negatively affecting business, this crisis is also generating business opportunities for the creative and daring. Show your class how to take advantage with Entrepreneurship: Launching New Venturesthe text that introduces students to the process of entrepreneurial success and shows them how to be effective every step of the way.
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.