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Author: Matthew Dixon Publisher: Penguin ISBN: 0698137582 Category : Business & Economics Languages : en Pages : 258
Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Author: Matthew Dixon Publisher: Penguin ISBN: 0698137582 Category : Business & Economics Languages : en Pages : 258
Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Author: Aaron Guilmette Publisher: Packt Publishing Ltd ISBN: 1835885675 Category : Computers Languages : en Pages : 288
Book Description
Get ready to pass the certification exam on your first attempt by gaining actionable insights into AI concepts, ML techniques, and Azure AI services covered in the latest AI-900 exam syllabus from two industry experts Key Features Discover Azure AI services, including computer vision, Auto ML, NLP, and OpenAI Explore AI use cases, such as image identification, chatbots, and more Work through 145 practice questions under chapter-end self-assessments and mock exams Purchase of this book unlocks access to web-based exam prep resources, including mock exams, flashcards, and exam tips Book Description The AI-900 exam helps you take your first step into an AI-shaped future. Regardless of your technical background, this book will help you test your understanding of the key AI-related topics and tools used to develop AI solutions in Azure cloud. This exam guide focuses on AI workloads, including natural language processing (NLP) and large language models (LLMs). You'll explore Microsoft's responsible AI principles like safety and accountability. Then, you'll cover the basics of machine learning (ML), including classification and deep learning, and learn how to use training and validation datasets with Azure ML. Using Azure AI Vision, face detection, and Video Indexer services, you'll get up to speed with computer vision-related topics like image classification, object detection, and facial detection. Later chapters cover NLP features such as key phrase extraction, sentiment analysis, and speech processing using Azure AI Language, speech, and translator services. The book also guides you through identifying GenAI models and leveraging Azure OpenAI Service for content generation. At the end of each chapter, you'll find chapter review questions with answers, provided as an online resource. By the end of this exam guide, you'll be able to work with AI solutions in Azure and pass the AI-900 exam using the online exam prep resources. What you will learn Discover various types of artificial intelligence (AI)workloads and services in Azure Cover Microsoft's guiding principles for responsible AI development and use Understand the fundamental principles of how AI and machine learning work Explore how AI models can recognize content in images and documents Gain insights into the features and use cases for natural language processing Explore the capabilities of generative AI services Who this book is for Whether you're a cloud engineer, software developer, an aspiring data scientist, or simply interested in learning AI/ML concepts and capabilities on Azure, this book is for you. The book also serves as a foundation for those looking to attempt more advanced AI and data science-related certification exams (e.g. Microsoft Certified: Azure AI Engineer Associate). Although no experience in data science and software engineering is required, basic knowledge of cloud concepts and client-server applications is assumed.
Author: Himss Publisher: CRC Press ISBN: 131534999X Category : Business & Economics Languages : en Pages : 221
Book Description
Whether you're taking the CPHIMS exam, or simply want the most current and comprehensive overview in healthcare information and management systems today - this completely revised and updated third edition has it all. But for those preparing for the CPHIMS exam, this book is an ideal study partner. The content reflects the exam content outline covering healthcare and technology environments; systems analysis, design, selection, implementation, support, maintenance, testing, evaluation, privacy and security; and administration leadership management. Candidates can challenge themselves with the sample multiple choice questions at the end of the book.
Author: Nripendra P. Rana Publisher: Springer Nature ISBN: 3030243745 Category : Business & Economics Languages : en Pages : 337
Book Description
This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing.
Author: Craig L. Scanlan Publisher: Jones & Bartlett Publishers ISBN: 1284049051 Category : Medical Languages : en Pages : 600
Book Description
The Ultimate Review Guide for the CRT, RRT, and CSE Exams! Continuous Up-to-date NBRC Examination Guidelines and Correlations on Companion Website Comprehensive Respiratory Therapy Exam Preparation Guide, Second Edition is a comprehensive study guide for respiratory therapy students and graduates of accredited respiratory therapy education programs who are seeking to take the Certified Respiratory Therapist (CRT) or Registered Respiratory Therapist (RRT) credentialing exams from the National Board for Respiratory Care (NBRC). Comprehensive Respiratory Therapy Exam Preparation Guide, Second Edition is reflective of the current CRT, RRT, and CSE exam matrix and authored by experts who take the credentialing exam annually, so you can be confident that the content and format of this guide is current! Important Notice: The digital edition of this book is missing some of the images or content found in the physical edition.
Author: Us Department of State Publisher: CreateSpace ISBN: 9781490476773 Category : Political Science Languages : en Pages : 36
Book Description
Mission drives agencies, and the need to deliver better services to customers at a lower cost—whether an agency is supporting the warfighter overseas, a teacher seeking classroom resources or a family figuring out how to pay for college—is pushing every level of government to look for new solutions
Author: International Engineering Consortium Publisher: Intl. Engineering Consortiu ISBN: 9781931695381 Category : Broadband communication systems Languages : en Pages : 210
Author: Food and Agriculture Organization of the United Nations Publisher: Food & Agriculture Org. ISBN: 9251304602 Category : Technology & Engineering Languages : en Pages : 72
Book Description
Over approximately the past 40 years, many developing countries invested in the establishment of agricultural market information systems or services (MIS). These systems or services were initially run by government agencies, but since the turn of the millennium private organizations have shown interest in providing data on a commercial basis. To date, however, these private services, while usually being more efficient than the government-run ones, have also largely depended on donor support for their continued operation. It has proved difficult to develop a profitable business model as many of the clients are small farmers and traders. Agricultural market information systems or services (MIS) can cover staples, horticultural crops, livestock, and export commodities. They are generally designed to collect, process, and disseminate or distribute data of relevance to farmers, traders and other buyers, such as processors, but the data they generate can also be used for a variety of purposes by governments, donors, international organizations and others.
Author: Katie White Publisher: ISBN: 9781952812859 Category : Education Languages : en Pages : 176
Book Description
Increase the achievement of every learner with Student Self-Assessment. In this practical guide, author Katie White outlines how to plan and implement various self-assessment strategies to ensure student growth at all grade levels. She covers every stage of the process--from setup to goal setting to celebrating. In each chapter, you'll find helpful step-by-step guidelines as well as questions to guide conversation and reflection throughout the journey. Understand how self-assessment skills benefit students now and in the future. Learn how to set up a self-assessment process and document learning. Train students to analyze and reflect on their own performances. Set strong, achievable goals in order to motivate students to realize their potential. Celebrate successes and continue to engage students with self-assessment. Contents: Introduction: Embracing Student Self-Assessment Chapter 1: Making a Compelling Case for Student-Self-Assessment Chapter 2: Setting Up a Self-Assessment Process and Documenting Learning Chapter 3: Engaging in Analysis and Reflection Chapter 4: Imagining Possibilities and Setting Goals Chapter 5: Celebrating Growth Chapter 6: Examining Age, Security, Families, and Other Factors Epilogue Appendix: Sample Data Notebook Sequence References and Resources Index
Author: Giuseppe Di Bucchianico Publisher: Springer ISBN: 3319419625 Category : Technology & Engineering Languages : en Pages : 615
Book Description
This book focuses on a range of topics in design, such as universal design, design for all, digital inclusion, universal usability, and accessibility of technologies independently of people’s age, economic situation, education, geographic location, culture and language. It especially focuses on accessibility for people with auditory, cognitive, neurological, and visual impairments, ageing populations, and mobility for physical special needs. The book explores some of the overlaps between inclusive design and web accessibility to help managers, designers, developers, policy makers, and researchers optimize their efforts in these overlapping areas. Based on the AHFE 2016 International Conference on Design for Inclusion, held on July 27-31, 2016, in Walt Disney World®, Florida, USA, this book discusses new design technologies, highlighting various requirements of individuals within a community. Thanks to its multidisciplinary approach, the book represents a useful resource for readers with different kinds of backgrounds and provides them with a timely, practice-oriented guide to design for inclusion.
Author: Matthew Dixon
Author: Matthew Dixon
Author: Aaron Guilmette
Author: Himss
Author: Nripendra P. Rana
Author: Craig L. Scanlan
Author: Us Department of State
Author: International Engineering Consortium
Author: Food and Agriculture Organization of the United Nations
Author: Katie White
Author: Giuseppe Di Bucchianico