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Level 3: The Hunchback of Notre-Dame - Victor Hugo - Bog - Pearson Education Limited - Plusbog.dk

Finishing Touch, The - Tony Cram - Bog - Pearson Education Limited - Plusbog.dk

Finishing Touch, The - Tony Cram - Bog - Pearson Education Limited - Plusbog.dk

Concise, realistic and very readable, this book is packed with insightful thinking for service excellence" Alan Parker Chief Executive Officer Whitbread Group ‘Brilliantly simple premise – that a winning service approach lies in a ‘rising upward trajectory’ culminating in a brilliant finish – dissected into eight very practical steps that anyone can use. As the owner of a service brand myself, I’ll be starting on Monday.’ Adam Morgan, Founder, eatbigfish '' Rich with practical, real life solutions''. Dean Finch Group Chief Executive National Express ‘A thought provoking practical "drama" for anyone who is passionate about excelling at customer service and driving business performance.’ Mike Holliday-Williams Managing DirectorRSA UK Personal Insurance ''An excellent primer about how to improve services for the public.'' Dame Sally C Davies Director General of Research and DevelopmentDepartment of Health To win and keep customers you have to do more than just meet their expectations - you have to surpass them. The Finishing Touch will show you how to make a good customer experience great by building up to an impressive finish that every customer will remember. Using real-life examples, practical advice and tailored information for your industry at the end of each chapter, Tony Cram will show you how to make your customers feel positive about your business, bring them back to buy more and inspire them to promote your business to others. Deliver amazing service that will get your business noticed and make sure your customers come back from more Th e Finishing Touch will show you how to: - - Make an excellent first impression - - Manage customer expectations - - Build a trusting relationship with your customers - - Handle queues and bad news - - Make every customer feel valued - - Generate long-term interest through innovation - - Recover from mistakes - - Leave your customers wanting more so they come back time and time again. - About the author Tony Cram has presented on competitive marketing and innovation at conferences and company conventions around the world including Berlin, Buenos Aires, Budapest, Gothenburg, Istanbul, London, Paris and Warsaw. As a Programme Director at Ashridge Business School - one of Europe''s leading centres for Management Development - he designs and delivers executive development programmes on business strategy and market innovation. His particular interest is in understanding customer value, developing brands and the dynamics of long-term business relationships. Tony Cram''s previous books include - Customers that Count: How to build living relationships with your most valuable customers, Smarter Pricing: How to capture more value in your market and The Power of Relationship Marketing.

DKK 308.00
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Where to Play - Marc Gruber - Bog - Pearson Education Limited - Plusbog.dk

Where to Play - Marc Gruber - Bog - Pearson Education Limited - Plusbog.dk

As an entrepreneur or innovator, you’re trained to run fast. But are you running in the right direction? Choosing the right market for your innovation is the biggest, and trickiest, question for innovators. Research has shown that all too often entrepreneurs don’t spend enough time identifying and researching their market opportunities – instead they jump at the first opportunity that looks good, and fail to properly evaluate and leverage other opportunities. These common mistakes means that you often choose the wrong market or lock yourself into one specific direction. Where to Play helps you to set a promising strategy, by giving a clear, structured and practical framework - the Market Opportunity Navigator- to better identify, evaluate and focus on the right market opportunities. With three dedicated and reusable worksheets covering: · Market Opportunity Set – assess your core strengths and identify which market opportunities exist for your business · Attractiveness Map – evaluate your market opportunities to reveal the most attractive option for focus · Agile Focus Strategy – create a strategic plan for your chosen market opportunity that keeps you open-minded and agile Get the most value for your innovation with Where to Play! ''Designed to work seamlessly with our Business Model and Value Proposition Canvases, the Market Opportunity Navigator, proposed by Marc and Sharon, will help entrepreneurs and innovators to commercialise technologies. You will enjoy discovering highly practical worksheets, maps and dartboards of tremendous interest if you want to better identify, evaluate and strategise market opportunities. Let yourself be charmed by the toolkit and the case studies, along with the thoughts of Marc and Sharon.’ Alex Osterwalder and Yves Pigneur, authors of the bestseller Business Model Generation ‘When two internationally-known experts in entrepreneurship write a “how to” book on market opportunities for entrepreneurs, it is bound to be a very valuable book indeed. Marc Gruber and Sharon Tal have created just the right book for first-time and experienced entrepreneurs. It contains both step-by-step plans and very valuable tips on identifying market opportunities - an invaluable complement to both the Lean Start-up Process and the Business Model Canvas!’ Eric von Hippel, T. Wilson Professor of Innovation, MIT Sloan School of Management ‘Gruber and Tal have crafted a visually exciting way for entrepreneurs to identify and analyse their opportunities, before they dive into execution. This book pairs nicely with the Business Model Canvas and Lean Startup. Best of all, it also tells you how to focus, and what NOT to do!’ Henry Chesbrough, UC Berkeley Haas School of Business and author of Open Innovation ‘From entrepreneurship thought leaders comes this innovative step-by-step guide to thinking through the market essentials of an opportunity. Rather than relying on generic examples or others’ stories, the authors put the reader in the driver’s seat by encouraging him or her to generate, evaluate and prepare to act on their own opportunities. I can’t think of a more practically useful entrepreneurship book.’ Dean A. Shepherd, Ray and Milann Siegfried Professor of Entrepreneurship, Mendoza College of Business, Notre Dame University ‘Using thoughtful research and compelling examples, Where to Play provides important guidance on how to balance focus and flexibility when laughing a new venture. It builds on the Lean Startup model by providing meaning

DKK 199.00
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