Beyond Good, Beyond Great, To "Legendary" Customer Service PDF Download

Author: Lee Tomlinson
Publisher: Lulu.com
ISBN: 1300940921
Category : Business & Economics
Languages : en
Pages : 163

View

Book Description
A customer service fanatic reveals what his successful battle with cancer taught him about YOUR customer service and how you can become a customer service legend!

Author: Sharda S. Nandram
Publisher: Springer Science & Business Media
ISBN: 3540347615
Category : Business & Economics
Languages : en
Pages : 374

View

Book Description
In this book, Sharda S. Nandram and Karel J. Samsom, entrepreneurial researchers at Nyenrode Business University, explore entrepreneurship through the lens of human behaviour. The study presents personal stories of 60 entrepreneurs and entrepreneurial executives, from CEOs to creative leaders in the public sector. The book shows how mutually beneficial results can occur when the pursuit of profit is balanced with the interdependent needs of individuals, the community and the planet.

Author: William H. McGill Jr.
Publisher: BenBella Books
ISBN: 1637744722
Category : Business & Economics
Languages : en
Pages : 241

View

Book Description
By delivering kindness every day at all levels of your organization and to all your customers, you will earn dedicated employees and repeat customers—and, ultimately, profitability. This step-by-step guide details an approach to leadership focused on caring about the well-being of others. As founder and executive chairman of MarineMax and with kindness as his True North, William H. McGill Jr. helped transform the company from a small disparate group of boat dealers into a highly profitable $2 billion global conglomerate. In Relentless Caring, McGill shares what he’s learned about how to truly care about others 24/7 and generate solid profits at the same time. Readers will learn: Why having the right people in the right jobs matters How to find the right team members and take care of them and their families, including providing high-quality, low-cost health care Why long-term thinking is essential for success Why persistence, consistency, and risk are essential for growth Why investing in basic tools like personality profiling and a structured hiring and promotions system contribute to making the right decisions Relentless Caring is a practical playbook for “managing from the heart”—tirelessly delivering goodness and kindness to your team members and to customers to build strong loyalties that can buoy your organization even in the most challenging economic waters.

Author: Nawal K. Taneja
Publisher: Routledge
ISBN: 1351921347
Category : Technology & Engineering
Languages : en
Pages : 252

View

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: Derek Hunt
Publisher: The History Press
ISBN: 0752497340
Category : Biography & Autobiography
Languages : en
Pages : 277

View

Book Description
Beyond the Legend is the authorised biography of William (Bill) Speakman,who was awarded one of only four Victoria Crosses for action in the Korean War. It covers his sometimes controversial life, from his childhood in Altrincham, Cheshire, to his later life in South Africa – about which little has been known previously. Authors Derek Hunt and John Mulholland also explore the myth of the ‘beer bottle VC’ (in which Speakman was said to have fended off the Chinese Communist Army by throwing empty beer bottles at them after they ran out of grenades), bringing to light what really happened on United Hill in November 1951. Speakman held the attacking Chinese army at bay for over four hours and led a final charge that allowed his company to withdraw from the hill. After Korea, he saw active service in Malaya, Borneo and Aden before retiring from the army, with the rank of sergeant, in 1968. Bill Speakman is one of only two surviving VC holders of the British Army and a true British hero.

Author: Heather McLaren
Publisher: Zumaya Embraces
ISBN: 1612713114
Category : Fiction
Languages : en
Pages : 267

View

Book Description
Whom the gods would destroy they first make mad… Humans and mers have reinstated an alliance long abandoned, and the sea demons no longer threaten the Bahamas. The underwater civilizations are at peace for the first time in millennia. Then a devastating plague returns to devastate the submerged cities, turning mers into insane, ravening beasts. A plague that invariably ends in death. Legend says a cure lies hidden somewhere in a secret cave, and newlyweds David and Faryn set off with their friends to find it. Only then is the true source of the disease revealed—an evil being as old as time whose hatred of the mers will only be satisfied when their entire civilization has been destroyed.

Author: Jo Ann Mason
Publisher: Lulu.com
ISBN: 1435719212
Category : Fiction
Languages : en
Pages : 163

View

Book Description
Marianna, orphaned in a raid on her village, is raised in secret by Merlin and trained in the ways of the druids. Through Merlin she watches the young Mordred as he grows to manhood and falls prey to his mother's scheme to steal King Arthur's throne. After the battle in which both Arthur and Mordred are believed to have perished. Marianna saves Mordred from death and sets them both on a journey to a new and happy life, that is until Morgan Le Faye discovers that Mordred is still alive.

Author: P C Kesavan
Publisher: World Scientific
ISBN: 9813200111
Category : Biography & Autobiography
Languages : en
Pages : 277

View

Book Description
This unique volume is not just an in-depth analysis of Professor Swaminathan's brilliant contributions to basic cytogenetics, radiation biology, mutagenesis and genomic affinities of cultivated potato and its wild derivatives, but also the application of the new knowledge gained to improve the productivity of agricultural crops, as also to enhance their resistance to a variety of biotic and abiotic stresses. No other earlier biographies of Professor Swaminathan bring out these salient dimensions of his scientific achievements made at the Wageningen University, The Netherlands, Cambridge University, UK, and Wisconsin University, USA as well as Indian Agricultural Research Institute (IARI), New Delhi. This biography is also unique for its revelation that Professor Swaminathan's contributions par excellence have been in contemporary areas of crop improvement for productivity and resistance to pests and diseases.This volume is also unique in bringing out that Professor Swaminathan, Father of India's Green Revolution, wanted to use this chemically intensified system only to gain 'breathing space' and went on to propose a 'systems approach' — based evergreen revolution in order to 'achieve productivity in perpetuity' through various pathways of ecoagriculture, and also integrated it with avenues for on-farm and non-farm livelihoods. Towards this goal, he made innovative uses of ecotechnologies in a 'biovillage' paradigm and modern information and communication technology (ICT) in Village Knowledge Centres (VKCs) to provide skill and knowledge empowerment respectively of the resource-poor rural women and men towards sustainable management of the natural resources for creating income-generating on-farm and non-farm livelihoods. This volume also brings out how Professor Swaminathan elegantly combined intellect and labour (hard work), and professional zeal with compassion for the poor. He is always open to new ideas, and new technologies without of course, compromising the values of traditional knowledge and ecological prudence of the rural and tribal people. This volume nicely captures how Professor Swaminathan with a deep and comprehensive understanding of the threats to the ecological foundations of agriculture and sustainable rural development, environmental degradation, social inequities and the climate change risks, has also harnessed science and technology to convert challenges into opportunities. This volume is written in a manner to serve also as a text book, going beyond the scope of just a biography. That should benefit generations of students on one hand, and sustain an interest in the book for many years on the other.

Author: Friedrich Nietzsche
Publisher: Strelbytskyy Multimedia Publishing
ISBN:
Category : Fiction
Languages : en
Pages : 2229

View

Book Description
“My problems are new, my psychological horizon frighteningly comprehensive, my language bold and clear; there may well be no books written in German which are richer in ideas and more independent than mine”. – Nietzsche`s Letter to Carl Fuchs (14 December 1887). Friedrich Wilhelm Nietzsche was a German philosopher, cultural critic, composer, poet, and philologist whose work has exerted a profound influence on modern intellectual history. Nietzsche's writing spans philosophical polemics, poetry, cultural criticism, and fiction while displaying a fondness for aphorism and irony. Homer and the Classical Philology On the Future of Our Educational Institutions The Greek State and Other Fragments The Relation Between a Schopenhauerian Philosophy and a German Culture Homer’s Contest The Birth of Tragedy On Truth and Lies in a Nonmoral Sense Philosophy in the Tragic Age of the Greeks Thoughts Out of Season Human, All Too Human The Dawn of Day The Joyful Wisdom Thus Spoke Zarathustra Beyond Good and Evil The Genealogy of Morals The Case of Wagner The Twilight of the Idols The Antichrist Nietzsche Contra Wagner The Will to Power We Philologists The Poems of Friedrich Nietzsche The Autobiography Ecce Homo

Author: Mark Lawrence
Publisher: Bloomsbury Publishing
ISBN: 1350366234
Category : History
Languages : en
Pages : 247

View

Book Description
This book traces and analyses the relationship between Britain and Spain in its various forms since 1489. So often viewed as antagonistic rivals in history, the two countries are here compared and contrasted in order to shed light on their international connection and how this has evolved over time. Mark Lawrence reflects on the similarities of their composite monarchies, their roles as successive projectors of European global power, and the common fondness for peculiarly patriotic expressions of Christianity through the ages. At the same time, Lawrence is alert to recognising other ways in which Britain and Spain have seemed worlds apart in their respective corners of the European continent. He examines how British Protestants excoriated Spain in a 'Black Legend', while Catholic propagandists dismissed rising English power as the work of pirates and heretics during the early modern period. In a series of chronological chapters rich with a diverse range of sources, Anglo-Hispania beyond the Black Legend considers the cultural exchanges which flourished amidst the growth of travel and new ideas in the 18th century, the surprising alliances of the 19th century and the shared international causes of the 20th. Whereas Spaniards feared or admired Britain for its successful political and fiscal system, the book convincingly argues, Britons romanticised Iberia for its supposed failures. It ultimately concludes that British campaigns in the 1700s and 1800s established a Romantic Spain in memoir culture which the 20th century gradually dissolved in the ideological cauldron of the 1930s and the advent of mass tourism.