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.
Adopted at more than 1,000 colleges and universities worldwide, the market-leading text owes its success to the unique way in which it combines an academically robust account of the major theories and models of leadership with an accessible style and practical exercises that help students apply what they learn. Each chapter of Peter Northouses Leadership: Theory and Practice follows a consistent format, allowing students to contrast the various theories, and three case studies in each chapter provide practical examples of each theory or trait discussed. The Sixth Edition adds an important new chapter on Servant Leadership.
About the Author
Peter G. Northouse, PhD, is Professor Emeritus of Communication in the School of Communication at Western Michigan University. In addition to publications in professional journals, he is the author of Leadership: Theory and Practice (now in its sixth edition) and coauthor of Health Communication: Strategies for Health Professionals (now in its third edition). His scholarly and curricular interests include models of leadership, leadership assessment, ethical leadership, and leadership and group dynamics. For more than 30 years, he has taught undergraduate and graduate courses in leadership, interpersonal communication, and organizational communication on both the undergraduate and graduate levels. Currently, he is a consultant and lecturer on trends in leadership research, leadership development, and leadership education. He holds a doctorate in speech communication from the University of Denver, and master’s and bachelor’s degrees in communication education from Michigan State University.
Stories of emerging leaders and their experiences, as well as some critical information and tools that help you, as a student or technical professional, reflect on your experience and decide what comes next. Every student has untapped leadership abilities. This book helps them find and develop their inner leader, become the person he or she wants to be, and pursue their passions in ways that are productive and rewarding for themselves and others. This book identifies some common myths about leadership in technical fields, and then helps students identify their own leadership skills in the face of false assumptions. The authors show students how to make a real difference and explain why the world needs every student’s best professional self. Each of the four parts of Leadership for Engineers includes four chapters comprised of testimonies from emerging leaders, as well as reflective questions at the end of each chapter. Reading through the scenarios and working through the questions will prepare you to lead in your career and your life.
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.