The Mastery of Customer Service in Careers highlights the experiences of three high school buddies who reached the pinnacle of their careers in service.The three men–a general, a medical doctor who founded a successful chain of wellness clinics, and a professor who serves as director of a global hotel business– recount the career challenges they faced and their pathways to success. Along with a highly accomplished daughter of one of the men, they provide i...

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining und...

Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including...

For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with...

From the world’s leading thinker on innovation and New York Times bestselling author of The Innovator’s Dilemma, Clayton M. Christensen, comes an unconventional book of inspiration and wisdom, offering a powerful business philosophy for life. Christensen’s The Innovator’s Dilemma, notably the only business book that Apple’s Steve Jobs said "deeply influenced" him, is widely recognized as one of the most significant business books ever published. Now, in the tradition of R...

What if the real key to a more fulfilling career was not to scale up but to work for yourself and become a successful and sustainable company of one? The New York Times bestselling author of Deep Work Cal Newport calls this book a “must-read for any entrepreneur who prioritizes a rich life over riches.”Company of One offers a refreshingly original small business strategy that’s focused on a commitment to being better instead of bigger. Wh...

Fate is late! For women 35 to 95, it’s time to get proactive if you want to find a husband. The rules for finding the right mate change later in life, as there are fewer eligible men and fewer opportunities to meet them. Now successful dating coach Rachel Greenwald shares her proven 15-step action program based on simple marketing tactics she learned at Harvard Business School. These innovative and smart tactics will empower any woman to find a husband quickly and efficiently–and not just ...

Find your signature voice.People are drawn to and influenced by leaders who communicate authentically, connect easily with people, and have immediate impact. So how do you become one of them? How can you learn to "own the room"? This book will help you develop your leadership presence.According to Amy Jen Su and Muriel Maignan Wilkins, leadership presence is the ability to consistently and clearly articulate your value proposition while influencing and conn...

Forget what you’ve heard. Nice girls can get the corner office.So, you finally got that promotion. You’re the boss now. The supervisor. The manager. The captain. Those days of taking orders and running errands are over. As exciting as all this might seem, once the rush of the promotion is over, you might be scratching your head wondering exactly what to do. Being the boss is never easy, but it's twice as hard for a woman. It seems like there's no middle ground. Either you're the dr...

The business titans and #1 New York Times and Wall Street Journal bestselling authors of Winning return with a modern, essential guide for everyone in business today—and tomorrow—that explores the most pressing challenges related to creating winning strategies, leading and managing others, and building a thriving career.In the decade since their blockbuster international bestseller Winning was published, Jack and Suzy Welch have dug deeper into b...

Most new managers fail not because they're untalented but because the skills that earned the promotion are the wrong ones for leading a team.This practical, research-backed guide from a senior research scientist at the Center for Creative Leadership walks newly promoted supervisors through 6 essential mindset and skill shifts, from individual contributor to people leader. Backed by data and endorsed by Brené Brown and Adam Grant, it delivers honest, sometimes humor...

In the twenty-first-century workplace, women are encouraged to step up, lean in, take charge, go for it . . . yet how much has actually changed regarding the makeup of leadership when it comes to adding women’s voices? While it's easy to still blame a corporate culture that favors men, seasoned executive Grace Killelea identifies another culprit: a surprising disparity in confidence--with men typically prone to overestimate their abilities, and women too often selling themselves short. For...