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Author: Jill Griffin Publisher: John Wiley and Sons ISBN: 0470444142 Category : Business & Economics Languages : en Pages : 277
Book Description
Praise for Taming the Search-and-Switch Customer "What an excellent wake-up call! Your company's most valuable asset your loyal customers have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business."? Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development "In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers." Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc. "Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!" Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty "Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today." Robert Stephen, founder, The Geek Squad "In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read." Ken DeAngelis, general partner, Austin Ventures "Griffin is pure loyalty genius!" Kelly Cook, vice president, Customer Engagement/CRM, Waste Management
Author: Jill Griffin Publisher: John Wiley and Sons ISBN: 0470444142 Category : Business & Economics Languages : en Pages : 277
Book Description
Praise for Taming the Search-and-Switch Customer "What an excellent wake-up call! Your company's most valuable asset your loyal customers have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business."? Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development "In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers." Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc. "Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!" Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty "Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today." Robert Stephen, founder, The Geek Squad "In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read." Ken DeAngelis, general partner, Austin Ventures "Griffin is pure loyalty genius!" Kelly Cook, vice president, Customer Engagement/CRM, Waste Management
Author: Nawal K. Taneja Publisher: Routledge ISBN: 1351921347 Category : Technology & Engineering Languages : en Pages : 252
Book Description
The global airline industry, facing significant changes and discontinuity is prompted and forced to deal with a "new normal." Who would have imagined a few years ago that: - a significant percentage of consumers in the US now prefer to fly low-cost airlines instead of full-service airlines because they perceive the product to be better, - airlines would generate up to a third of their total income from non-ticket revenue, - many low-cost airlines would add complexity to their original simple business models through the development of code-share agreements, the use of global distribution systems, and travel agents to distribute their seats, - Jetstar, a low-cost subsidiary of Qantas, would grow faster and be more profitable than its parent, - a survey carried out by Ryanair would show that 42 percent of passengers would be willing to stand on short (one hour) flights if they could pay 50 percent less than seated passengers, - passengers could pay as little as US$2,000 for a transatlantic Business Class ticket on top-brand airlines, - Lufthansa would have ownership in airlines based in Austria, Belgium, Italy, Switzerland, Turkey, the UK, and the US, and that it would continue to pursue equity ownership in airlines based in Poland and Scandinavia, or - the Japanese and Canadian governments would struggle to find different ways to bail out their heretofore flag carriers? To deal with this upcoming "new normal", airlines have to go beyond their short-term circumstantial strategies - they need strategic renewal of their ageing business model. In this candidly-written book, Nawal Taneja explains what will separate the winners from the losers. He maintains the leaders will be the airlines that: (1) exploit this crisis-driven change to their best advantage, (2) learn to work around the airline-inherent constraints that prevent them from running their businesses just like other businesses, (3) learn from successes and failures of other global enterprises, (4) sharpen their business intelligence, analytics, and strategic agility, and (5) proactively explore the "pockets of growth" in this emerging-markets century. To help airline executives become informed of new competitive games, the author analyzes numerous business sectors such as auto, hospitality, retail, technology, and entertainment. For example, relevant lessons can be learned from the strategic mistakes made by the US automakers. Likewise, emergent and compelling insights can be gained in superior customer experience from Ritz Carlton and Zappos, and in value-creating innovation from Cirque du Soleil and Zipcar. The book also features a multitiude of forewords from airlines and related businesses to provide readers with multiple perspectives on the changing landscape in the global airline industry. Nawal Taneja is a career analyst of the global airline industry with wide-ranging experience in the aviation industry, academia, and public policy. Encouraged by industry executives, he has written five other books for practitioners in the global airline industry, including FASTEN YOUR SEATBELT: The Passenger is Flying the Plane and Flying Ahead of the Airplane.
Author: Shaun Smith Publisher: Kogan Page Publishers ISBN: 0749463457 Category : Business & Economics Languages : en Pages : 336
Book Description
WINNER: CMI Management Book of the Year Awards 2012 - E-book Category More than ever before business success depends on standing out from the crowd and delivering authentic experiences that turn your customers into advocates for your business. BOLD tells the stories of 14 companies that prove that brand building is now about completely rethinking the customer experience and redefining the relationship you have with your customers. Each inspiring story is told by the executives involved who were brave enough to pursue audacious goals, challenge industry norms and win. BOLD puts the spotlight on Virgin Galactic, Innocent, O2, Air Asia X, Chilli Beans, Six Senses Resorts and Spas, Burberry, BBH, The Geek Squad, TNT Express, JCB, WWF, Umpqua Bank and Zappos.com. These inspiring case studies demonstrate that putting purpose before profit, going way beyond what customers expect and relentlessly differentiating themselves from everyone else - in other words, being bold in thought, bold in execution and bold in measuring their success in new ways - pays off.
Author: Timothy Keiningham Publisher: ReadHowYouWant.com ISBN: 145878746X Category : Business & Economics Languages : en Pages : 246
Book Description
Why Loyalty Matters provides compelling insight into how our loyalties, large and small, lay the foundation for our happiness, and determine the kind of world we live in. Businesses across the country are suffering in todays rocky economic times, and Why Loyalty Matters offers a convincing call for revolutionary change in the way we view and conduct our professional and personal lives. Renowned loyalty experts Timothy Keiningham and Lerzan Aksoy combine their own groundbreaking research with the leading thinking in philosophy, sociology, psychology, economics and management to provide breakthrough insight into the role that loyalty can and should play in our lives, at home and at work. The book presents evidence that loyalty is the prescription to the emptiness we feel in our lives, and to the increasing fragmentation we see in our communities through countless failing businesses. Why Loyalty Matters offers a comprehensive guide to understanding what loyalty is, what it isnt and how to unlock its power. Examining the role of loyalty in all aspects of our lives, Why Loyalty Matters offers a new and potentially life-changing way to understand our innate need for loyalty, as well as our ability to sustain loyal relationships throughout our lives. Why Loyalty Matters is both a powerful contribution to the science of loyalty research, and a gift to all those who lament the decline in loyalty we witness all around us and seek to build the foundation for lasting fulfillment.
Author: Karen Post Publisher: McGraw Hill Professional ISBN: 0071775285 Category : Business & Economics Languages : en Pages : 289
Book Description
How did Toyota, Tylenol, and Goldman Sachs bounce back from the brink of destruction? This book reveals the answers and provides valuable lessons for anyone tasked with reviving a brand.
Author: Robert F. Smallwood Publisher: Lulu.com ISBN: 061519575X Category : Computers Languages : en Pages : 248
Book Description
A management guide for those charged with the responsibility for e-mail policy and managing archived e-mail messages properly for compliance and governance requirements, and electronic discovery in litigation, this resource also serves as a handbook for attorneys as e-mail is the most requested piece of evidence at civil trials.
Author: Grant Ingersoll Publisher: Simon and Schuster ISBN: 1638353867 Category : Computers Languages : en Pages : 467
Book Description
Summary Taming Text, winner of the 2013 Jolt Awards for Productivity, is a hands-on, example-driven guide to working with unstructured text in the context of real-world applications. This book explores how to automatically organize text using approaches such as full-text search, proper name recognition, clustering, tagging, information extraction, and summarization. The book guides you through examples illustrating each of these topics, as well as the foundations upon which they are built. About this Book There is so much text in our lives, we are practically drowningin it. Fortunately, there are innovative tools and techniquesfor managing unstructured information that can throw thesmart developer a much-needed lifeline. You'll find them in thisbook. Taming Text is a practical, example-driven guide to working withtext in real applications. This book introduces you to useful techniques like full-text search, proper name recognition,clustering, tagging, information extraction, and summarization.You'll explore real use cases as you systematically absorb thefoundations upon which they are built.Written in a clear and concise style, this book avoids jargon, explainingthe subject in terms you can understand without a backgroundin statistics or natural language processing. Examples arein Java, but the concepts can be applied in any language. Written for Java developers, the book requires no prior knowledge of GWT. Purchase of the print book comes with an offer of a free PDF, ePub, and Kindle eBook from Manning. Also available is all code from the book. Winner of 2013 Jolt Awards: The Best Books—one of five notable books every serious programmer should read. What's Inside When to use text-taming techniques Important open-source libraries like Solr and Mahout How to build text-processing applications About the Authors Grant Ingersoll is an engineer, speaker, and trainer, a Lucenecommitter, and a cofounder of the Mahout machine-learning project. Thomas Morton is the primary developer of OpenNLP and Maximum Entropy. Drew Farris is a technology consultant, software developer, and contributor to Mahout,Lucene, and Solr. "Takes the mystery out of verycomplex processes."—From the Foreword by Liz Liddy, Dean, iSchool, Syracuse University Table of Contents Getting started taming text Foundations of taming text Searching Fuzzy string matching Identifying people, places, and things Clustering text Classification, categorization, and tagging Building an example question answering system Untamed text: exploring the next frontier
Author: Jill Griffin
Author: Jill Griffin
Author: Nawal K. Taneja
Author: Shaun Smith
Author: Linda E. Swayne
Author: Timothy Keiningham
Author: Deven R. Desai
Author: 
Author: Karen Post
Author: Robert F. Smallwood
Author: Grant Ingersoll