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- Neomezený přístup k elektronickým knihám
  
  Neomezený přístup k audioknihám
  
  Žádné závazky, zrušení kdykoli v kobo.com/account/subscriptions
  
  Získejte každý měsíc jeden kredit na audioknihu podle vlastního výběru.
  
  Žádné závazky, zrušení kdykoli v kobo.com/account/subscriptions
  
  Neomezený přístup k elektronickým knihám
  
  Neomezený přístup k audioknihám
  
  Žádné závazky, zrušení kdykoli v kobo.com/account/subscriptions
  Audiokniha
  podle ,
  
  Dostupné:
  
  . Žádné závazky, zrušení kdykoli v kobo.com/account/subscriptions.
  
  Předobjednávka
  1 audiokniha měsíčně
  
  + 30denní zkušební verze ZDARMA
  
  Zvláštní nabídka
  
  Každý měsíc získáte 1 kredit, který můžete vyměnit za audioknihu dle svého výběru
  
  * Žádný závazek, lze zrušit kdykoliv
  
  ZDARMA

položkypoložka

Neomezený přístup k elektronickým knihám

Neomezený přístup k audioknihám

Žádné závazky, zrušení kdykoli v kobo.com/account/subscriptions

Získejte každý měsíc jeden kredit na audioknihu podle vlastního výběru.

Žádné závazky, zrušení kdykoli v kobo.com/account/subscriptions

Neomezený přístup k elektronickým knihám

Neomezený přístup k audioknihám

Žádné závazky, zrušení kdykoli v kobo.com/account/subscriptions
Audiokniha
podle ,

Dostupné:
. Žádné závazky, zrušení kdykoli v kobo.com/account/subscriptions.

Předobjednávka
1 audiokniha měsíčně

+ 30denní zkušební verze ZDARMA

Zvláštní nabídka

Každý měsíc získáte 1 kredit, který můžete vyměnit za audioknihu dle svého výběru

* Žádný závazek, lze zrušit kdykoliv

ZDARMA

Doporučeno pro vás

Audiokniha

Painavaa puhetta

podle Ripsa Koskinen-Papunen, Heikki Laakso, Marjaana Virta ...

Čte Ripsa Koskinen-Papunen ...

Nezkrácené

7 hodin/y 18 min

Opi helppo tapa rakentaa vaikuttava esitys.Painavaa puhetta opettaa helpon ja toimivaksi todistetun metodin, jonka avulla kuka tahansa voi rakentaa kuulijoita puhuttelevan esityksen ja saada viestinsä paremmin perille.Kirjassa myös tunnetut suomalaiset kertovat, miten he tekevät esityksistään ja puheenvuoroistaan mieleenpainuvia ja vaikuttavia.Aivan liian usein tuhlaamme omaa ja muiden aikaa ... Přečtěte si více

451,89 Kč

Opi helppo tapa rakentaa vaikuttava esitys.Painavaa puhetta opettaa helpon ja toimivaksi todistetun metodin, jonka avulla kuka tahansa voi rakentaa kuulijoita puhuttelevan esityksen ja saada viestinsä paremmin perille.Kirjassa myös tunnetut suomalaiset kertovat, miten he tekevät esityksistään ja puheenvuoroistaan mieleenpainuvia ja vaikuttavia.Aivan liian usein tuhlaamme omaa ja muiden aikaa
... Přečtěte si více
Audiokniha

Invention in PR

podle Adam Ritchie ...

Čte Adam Ritchie ...

Nezkrácené

2 hodin/y 45 min

A handbook for pushing the limits of PR to inventing things, rather than only promoting them. When PR teams live or die on the success or failure of the products and services they support, Invention in PR shows how they can take a stronger hand in their creation. This book says the profession can do better than waiting for someone else to determine, develop, and package what a company sells. It ... Přečtěte si více

333,63 Kč

A handbook for pushing the limits of PR to inventing things, rather than only promoting them. When PR teams live or die on the success or failure of the products and services they support, Invention in PR shows how they can take a stronger hand in their creation. This book says the profession can do better than waiting for someone else to determine, develop, and package what a company sells. It
... Přečtěte si více
Audiokniha

Content Marketing for PR

How to build brand visibility, influence and trust in today’s social age

podle Trevor Young ...

Čte Trevor Young ...

Nezkrácené

8 hodin/y 56 min

Are you struggling to cut through the noise and convey your message to the marketplace?We live in a fast-paced, digital-first world cluttered with brands and individuals telling the world how great they are. It’s no wonder consumers are so cynical and distrustful. They resent being interrupted with meaningless ads, pitches and promotional messages. They simply don’t care about you or your business ... Přečtěte si více

417,10 Kč nebo zdarma s Kobo Plus

Are you struggling to cut through the noise and convey your message to the marketplace?We live in a fast-paced, digital-first world cluttered with brands and individuals telling the world how great they are. It’s no wonder consumers are so cynical and distrustful. They resent being interrupted with meaningless ads, pitches and promotional messages. They simply don’t care about you or your business
... Přečtěte si více
Audiokniha

From Manila to Wall Street

An Immigrant's Journey With America's First Black Tycoon

podle Butch Meily ...

Čte Butch Meily, Becky Parker ...

Nezkrácené

9 hodin/y 47 min

From Butch Meily, trusted public relations strategist to Reginald Lewis, the history-making African American Mergers & Acquisitions dealmaker, comes an eye-opening business narrative. "From Manila to Wall Street" tells two stories: the first includes daring corporate takeovers, an exorbitant global lifestyle, and the fatal brain tumor that claimed Lewis’s life at age 50. Lewis struggled to reach ... Přečtěte si více

240,99 Kč nebo zdarma s Kobo Plus

From Butch Meily, trusted public relations strategist to Reginald Lewis, the history-making African American Mergers & Acquisitions dealmaker, comes an eye-opening business narrative. "From Manila to Wall Street" tells two stories: the first includes daring corporate takeovers, an exorbitant global lifestyle, and the fatal brain tumor that claimed Lewis’s life at age 50. Lewis struggled to reach
... Přečtěte si více
Audiokniha

Ladies Man

The Careless Heart of John F. Kennedy - From the bestselling author of "Capote's Women"

Čte Unknown ...

Nezkrácené

Insightful and wildly entertaining, Ladies Man gives voice to the women left as a footnote in JFK's legacy, while portraying a larger-than-life existence that was as troubled as it was extraordinary.John Fitzgerald Kennedy was a born leader-bold, charismatic, and able to charm his peers and disarm critics with nothing more than a witty phrase and a winning smile.He was also obsessive, manipulative ... Přečtěte si více

826,27 Kč

Předobjednávka

Insightful and wildly entertaining, Ladies Man gives voice to the women left as a footnote in JFK's legacy, while portraying a larger-than-life existence that was as troubled as it was extraordinary.John Fitzgerald Kennedy was a born leader-bold, charismatic, and able to charm his peers and disarm critics with nothing more than a witty phrase and a winning smile.He was also obsessive, manipulative
... Přečtěte si více
Audiokniha

Trust Signals

podle Scott Baradell ...

Čte Jay Aaseng ...

Nezkrácené

6 hodin/y 10 min

What is a trust signal?Let’s say you’re interested in a book you aren’t familiar with—this book, for example. Before you buy it, you wonder, “Can I trust this author?” Can you trust that their book will be worth your money and your time?The author, in turn, tries to prove their trustworthiness in a number of ways:An accomplished and relevant biographyGlowing praise from well-known people on the ... Přečtěte si více

300,39 Kč nebo zdarma s Kobo Plus

What is a trust signal?Let’s say you’re interested in a book you aren’t familiar with—this book, for example. Before you buy it, you wonder, “Can I trust this author?” Can you trust that their book will be worth your money and your time?The author, in turn, tries to prove their trustworthiness in a number of ways:An accomplished and relevant biographyGlowing praise from well-known people on the
... Přečtěte si více
Audiokniha

Exceeding Customer Expectations

What Enterprise, America's #1 Car Rental Company, Can Teach You About Creating Lifetime Customers

podle Kirk Kazanjian ...

Čte Gary Telles ...

Nezkrácené

8 hodin/y 21 min

What’s the secret to wowing your customers while maintaining a loyal and dedicated workforce? No one knows better than Enterprise, the nationnation’s #1 car rental company, Enterprise Rent-A-Car. Drawing upon the secrets time-tested strategies that have propelledhelped Enterprise grow from a single location in St. Louis car dealership into a $9 billion global powerhouse, EXCEEDING CUSTOMER ... Přečtěte si více

365,14 Kč

What’s the secret to wowing your customers while maintaining a loyal and dedicated workforce? No one knows better than Enterprise, the nationnation’s #1 car rental company, Enterprise Rent-A-Car. Drawing upon the secrets time-tested strategies that have propelledhelped Enterprise grow from a single location in St. Louis car dealership into a $9 billion global powerhouse, EXCEEDING CUSTOMER
... Přečtěte si více
Audiokniha

Brought to You By

How Corporations Warped the Truth, Conned the Public, and Broke Democracy

podle Amy Westervelt ...

Nezkrácené

10 hodin/y

Recommended by BILL McKIBBEN on the EZRA KLEIN SHOW"A book that every citizen needs to read." —JILL ABRAMSON, author of Merchants of TruthA gripping account of the corporate propaganda that has invaded our media, our democracy, and now the very nature of truth itself—from investigative reporter and Drilled podcast host Amy Westervelt.Whether it’s the tobacco industry lying about the... ... Přečtěte si více

459,03 Kč

Předobjednávka

Recommended by BILL McKIBBEN on the EZRA KLEIN SHOW"A book that every citizen needs to read." —JILL ABRAMSON, author of Merchants of TruthA gripping account of the corporate propaganda that has invaded our media, our democracy, and now the very nature of truth itself—from investigative reporter and Drilled podcast host Amy Westervelt.Whether it’s the tobacco industry lying about the...
... Přečtěte si více
Audiokniha

PR IT-компаний: Российская практика

podle Филипп Гуров, Филипп Гуров ...

Čte Святой ...

Nezkrácené

4 hodin/y 12 min

Будучи участниками одного из самых быстрорастущих сегментов экономики, IT-компании, как никакие другие, нуждаются в эффективном PR сопровождении бизнеса. Однако продвижение компаний IT-сектора зачастую требует применения специфических технологий, вызывающих сложности даже у опытных пиарщиков. До сегодняшнего дня на российском рынке не было литературы, которая систематизировала бы российский и ... Přečtěte si více

139,00 Kč nebo zdarma s Kobo Plus

Будучи участниками одного из самых быстрорастущих сегментов экономики, IT-компании, как никакие другие, нуждаются в эффективном PR сопровождении бизнеса. Однако продвижение компаний IT-сектора зачастую требует применения специфических технологий, вызывающих сложности даже у опытных пиарщиков. До сегодняшнего дня на российском рынке не было литературы, которая систематизировала бы российский и
... Přečtěte si více
Audiokniha

Extraordinary PR, Ordinary Budget

A Strategy Guide

podle Jennifer R. Farmer ...

Čte Caroline Miller ...

Nezkrácené

3 hodin/y 56 min

For many small organizations and businesses, it can be tempting to think that traditional PR is too expensive. Media relations and PR expert Jennifer R. Farmer shows that you don't need a big budget to make a big impact.The success of an organization, whether it is a nonprofit or an entrepreneurial venture, depends on a proactive and robust public relations arm. According to author Jennifer R. ... Přečtěte si více

271,04 Kč

For many small organizations and businesses, it can be tempting to think that traditional PR is too expensive. Media relations and PR expert Jennifer R. Farmer shows that you don't need a big budget to make a big impact.The success of an organization, whether it is a nonprofit or an entrepreneurial venture, depends on a proactive and robust public relations arm. According to author Jennifer R.
... Přečtěte si více
Audiokniha

The Power of Reputation

Strengthen the Asset That Will Make or Break Your Career

podle Chris Komisarjevsky ...

Čte Walter Dixon ...

Nezkrácené

6 hodin/y 28 min

We judge people in business the same way we judge those in our personal lives. We listen to what they say, watch how they behave, and take note of the results of their actions. Success is ultimately built on a foundation of character, communication, and trust. To accomplish our goals, people must believe in us.The Power of Reputation offers business people an action plan for creating the kind of ... Přečtěte si více

583,81 Kč

We judge people in business the same way we judge those in our personal lives. We listen to what they say, watch how they behave, and take note of the results of their actions. Success is ultimately built on a foundation of character, communication, and trust. To accomplish our goals, people must believe in us.The Power of Reputation offers business people an action plan for creating the kind of
... Přečtěte si více
Audiokniha

Reach

Create the Biggest Possible Audience for Your Message, Book, or Cause

podle Becky Robinson ...

Čte Becky Robinson ...

Nezkrácené

5 hodin/y 2 min

Cut through the noise and create the biggest possible audience for your work. This book offers a proven method for expanding your reach online so you can make a meaningful difference for others.Anyone who makes the bold decision to put their ideas out into the world wants to reach as many people as possible. Unfortunately, too many think it's a question of numbers-the more people you can get in ... Přečtěte si více

333,63 Kč

Cut through the noise and create the biggest possible audience for your work. This book offers a proven method for expanding your reach online so you can make a meaningful difference for others.Anyone who makes the bold decision to put their ideas out into the world wants to reach as many people as possible. Unfortunately, too many think it's a question of numbers-the more people you can get in
... Přečtěte si více
Audiokniha

Public Relations For Dummies, 3rd Edition

podle Eric Yaverbaum ...

Čte Kent Klineman ...

Nezkrácené

13 hodin/y 13 min

Effective public relations (PR) can help level the playing field between you and your competitors. You don't necessarily need a big budget to establish brand awareness and a positive reputation. With enough practice, anyone can learn to think like a PR specialist. Public Relations For Dummies helps you understand the mechanics of PR and gives you all the tools you need to succeed. This friendly ... Přečtěte si více

521,42 Kč

Effective public relations (PR) can help level the playing field between you and your competitors. You don't necessarily need a big budget to establish brand awareness and a positive reputation. With enough practice, anyone can learn to think like a PR specialist. Public Relations For Dummies helps you understand the mechanics of PR and gives you all the tools you need to succeed. This friendly
... Přečtěte si více
Audiokniha

Persuasion

WHAT SCHOOLS DO NOT TEACH US? 100+ SECRETS TO PERSUADE OTHERS

podle Eric Lefebvre ...

Čte Edward Mora ...

Nezkrácené

3 hodin/y 15 min

Since the beginning of time, human beings have tried to achieve their goals in the most optimal way possible by developing long-term strategies and plans. However, as the social beings we are, our goals are often that others act or think in a certain way.Although in some cases the goals of others coincide with their own, it is common to find that this is not normally the case, due to incompatible ... Přečtěte si více

375,59 Kč nebo zdarma s Kobo Plus

Since the beginning of time, human beings have tried to achieve their goals in the most optimal way possible by developing long-term strategies and plans. However, as the social beings we are, our goals are often that others act or think in a certain way.Although in some cases the goals of others coincide with their own, it is common to find that this is not normally the case, due to incompatible
... Přečtěte si více
Audiokniha

Engaged

The Neuroscience behind Creating Productive People in Successful Organizations

podle Amy Brann ...

Čte Esther Wane ...

Série série The Neuroscience of Business Series
Nezkrácené

6 hodin/y 8 min

Neuroscience is revolutionizing our understanding of human psychology and behavior. By showing how to apply this new understanding to how you recruit, manage, and develop your people, Brann is enabling you to deliver a step change in organizational performance and individual achievement. ... Přečtěte si více

353,66 Kč nebo zdarma s Kobo Plus

Neuroscience is revolutionizing our understanding of human psychology and behavior. By showing how to apply this new understanding to how you recruit, manage, and develop your people, Brann is enabling you to deliver a step change in organizational performance and individual achievement.
... Přečtěte si více
Audiokniha

13 Secretos Olvidados del Control Mental

Cómo Usar Palabras para Influir en el Comportamiento, Dirigir Pensamientos y Redirigir Acciones. Secretos de la Psicología Oscura Revelados.

podle Ronald Gill ...

Čte Global Audio Productions ...

Nezkrácené

4 hodin/y 43 min

De Nervioso a Cautivador:¡Cómo Elegir Palabras que Capturen la Atención y Revelen los Secretos para Desatar tu Influencia!Imagina esto:Entras en una sala llena de desconocidos. Un poco nervioso, ¿verdad? Pero luego comienzas a charlar con alguien para romper el hielo y ¡boom! En cuestión de minutos, están colgando de cada una de tus palabras. Ríen con tus chistes, asienten como locos, ... Přečtěte si více

311,93 Kč nebo zdarma s Kobo Plus

De Nervioso a Cautivador:¡Cómo Elegir Palabras que Capturen la Atención y Revelen los Secretos para Desatar tu Influencia!Imagina esto:Entras en una sala llena de desconocidos. Un poco nervioso, ¿verdad? Pero luego comienzas a charlar con alguien para romper el hielo y ¡boom! En cuestión de minutos, están colgando de cada una de tus palabras. Ríen con tus chistes, asienten como locos,
... Přečtěte si více
Audiokniha

Personal Branding: A Manifesto on Fame and Influence

podle Isaac Mashman ...

Čte Isaac Mashman ...

Nezkrácené

41 min

It's a concept that has been around since before civilization began. A concept powerful enough to start movements, religions, and wars. Always at the forefront of our society we are but now coming to understand it. This very concept, known as personal branding, is broken down in an untypical way in Isaac Mashman's work. Explaining its significance to your previous, present, and future successes, ... Přečtěte si více

83,25 Kč nebo zdarma s Kobo Plus

It's a concept that has been around since before civilization began. A concept powerful enough to start movements, religions, and wars. Always at the forefront of our society we are but now coming to understand it. This very concept, known as personal branding, is broken down in an untypical way in Isaac Mashman's work. Explaining its significance to your previous, present, and future successes,
... Přečtěte si více
Audiokniha

Good Is the New Cool

Market Like You Give a Damn

podle Afdhel Aziz, Bobby Jones ...

Čte Stephen Paul Aulridge, Jr. ...

Nezkrácené

6 hodin/y 21 min

“We are at a crossroads: either we can try to prop up the old, broken marketing model, or we can create a new model, one that is fit for the unique challenges of today.” —From Good Is the New CoolMarketing has an image problem. Media-savvy millennials, and their younger Gen Z counterparts, no longer trust advertising, and they demand increased social responsibility from their brands—while still ... Přečtěte si více

687,51 Kč nebo zdarma s Kobo Plus

“We are at a crossroads: either we can try to prop up the old, broken marketing model, or we can create a new model, one that is fit for the unique challenges of today.” —From Good Is the New CoolMarketing has an image problem. Media-savvy millennials, and their younger Gen Z counterparts, no longer trust advertising, and they demand increased social responsibility from their brands—while still
... Přečtěte si více
Audiokniha

Rethinking Reputation

How PR Trumps Marketing and Advertising in the New Media World

podle John Doorley, Fraser P. Seitel ...

Čte Sean Pratt ...

Nezkrácené

7 hodin/y 25 min

Good public relations is no longer just icing—it’s a strategic imperative more important to your competitive success than even advertising or marketing. This is true whether you’re a century-old multibillion-dollar corporation or a penniless startup. In Rethinking Reputation, public relations guru Fraser Seitel and John Doorley, founder of the Academy for Communication Excellence and Leadership at ... Přečtěte si více

625,54 Kč

Good public relations is no longer just icing—it’s a strategic imperative more important to your competitive success than even advertising or marketing. This is true whether you’re a century-old multibillion-dollar corporation or a penniless startup. In Rethinking Reputation, public relations guru Fraser Seitel and John Doorley, founder of the Academy for Communication Excellence and Leadership at
... Přečtěte si více
Audiokniha

Going Social

Excite Customers, Generate Buzz, and Energize Your Brand with the Power of Social Media

podle Jeremy Goldman ...

Čte Joe Geoffrey ...

Nezkrácené

7 hodin/y 53 min

If you’re not social, it’s like you’re not even there. That’s how critical social media marketing has become. Businesses everywhere are struggling to adapt, but transitioning from traditional marketing to online engagement is fraught with questions, such as: How much is a Facebook “like” worth? How can you effectively engage online influencers? What are the best dashboards for monitoring multiple ... Přečtěte si více

625,54 Kč

If you’re not social, it’s like you’re not even there. That’s how critical social media marketing has become. Businesses everywhere are struggling to adapt, but transitioning from traditional marketing to online engagement is fraught with questions, such as: How much is a Facebook “like” worth? How can you effectively engage online influencers? What are the best dashboards for monitoring multiple
... Přečtěte si více
Audiokniha

Personal Branding Mastery for Entrepreneurs

podle Chris J Reed ...

Čte Penny Andrews ...

Nezkrácené

5 hodin/y 23 min

From the No.1 International Best Selling Author Chris J Reed, "The Only NASDAQ CEO with a Mohawk!, comes his new book, "Personal Branding Mastery for Entrepreneurs". In it, Chris will tell you all about how you, as an entrepreneur, can develop your personal brand beyond LinkedIn.You are an entrepreneur, your personal brand is what everyone is buying into. Your clients, your shareholders, your ... Přečtěte si více

299,79 Kč nebo zdarma s Kobo Plus

From the No.1 International Best Selling Author Chris J Reed, "The Only NASDAQ CEO with a Mohawk!, comes his new book, "Personal Branding Mastery for Entrepreneurs". In it, Chris will tell you all about how you, as an entrepreneur, can develop your personal brand beyond LinkedIn.You are an entrepreneur, your personal brand is what everyone is buying into. Your clients, your shareholders, your
... Přečtěte si více
Audiokniha

Exceeding Customer Expectations

What Enterprise, America's #1 car rental company, can teach you about creating lifetime customers

podle Kirk Kazanjian ...

Čte Alan Sklar ...

Zkrácené

6 hodin/y 25 min

What’s the secret to wowing your customers while maintaining a loyal and dedicated workforce? No one knows better than Enterprise, the nationnation’s #1 car rental company, Enterprise Rent-A-Car. Drawing upon the secrets time-tested strategies that have propelledhelped Enterprise grow from a single location in St. Louis car dealership into a $9 billion global powerhouse, EXCEEDING CUSTOMER ... Přečtěte si více

312,98 Kč

What’s the secret to wowing your customers while maintaining a loyal and dedicated workforce? No one knows better than Enterprise, the nationnation’s #1 car rental company, Enterprise Rent-A-Car. Drawing upon the secrets time-tested strategies that have propelledhelped Enterprise grow from a single location in St. Louis car dealership into a $9 billion global powerhouse, EXCEEDING CUSTOMER
... Přečtěte si více
Audiokniha

How Boards Work

And How They Can Work Better in a Chaotic World

podle Dambisa Moyo ...

Čte Dambisa Moyo ...

Nezkrácené

8 hodin/y 10 min

'Highly instructive . . . provides thoughtful analysis' Financial Times'Exactly what any prospective-or sitting-board member needs' Arianna Huffington'A must read . . . highly engaging . . . an indispensable guide to how boards function, malfunction, and, most importantly, should operate better' Mohamed A. El-ErianCorporate boards are under great pressure. Scandals and malpractice at companies ... Přečtěte si více

521,42 Kč

'Highly instructive . . . provides thoughtful analysis' Financial Times'Exactly what any prospective-or sitting-board member needs' Arianna Huffington'A must read . . . highly engaging . . . an indispensable guide to how boards function, malfunction, and, most importantly, should operate better' Mohamed A. El-ErianCorporate boards are under great pressure. Scandals and malpractice at companies
... Přečtěte si více
Audiokniha

Speak With No Fear

podle Mike Acker ...

Čte Mike Acker ...

Nezkrácené

2 hodin/y 49 min

Do you HATE public speaking? Are you TERRIFIED to stand in front of people? When you think of speaking, do you get nervous, anxious, even sweaty? You don’t have to be afraid any longer.It can seem like everyone is a gifted speak when you watch TED talks or compare yourself to skilled co-workers giving presentations. Don't get caught up in comparison. Instead, take action to improve YOUR ability ... Přečtěte si více

181,39 Kč nebo zdarma s Kobo Plus

Do you HATE public speaking? Are you TERRIFIED to stand in front of people? When you think of speaking, do you get nervous, anxious, even sweaty? You don’t have to be afraid any longer.It can seem like everyone is a gifted speak when you watch TED talks or compare yourself to skilled co-workers giving presentations. Don't get caught up in comparison. Instead, take action to improve YOUR ability
... Přečtěte si více

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Doporučeno pro vás

Vztahy s veřejností Audioknihy

Painavaa puhetta

Invention in PR

Content Marketing for PR

From Manila to Wall Street

Ladies Man

Trust Signals

Exceeding Customer Expectations

Brought to You By

PR IT-компаний: Российская практика

Extraordinary PR, Ordinary Budget

The Power of Reputation

Reach

Public Relations For Dummies, 3rd Edition

Persuasion

Engaged

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Rethinking Reputation

Going Social

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Exceeding Customer Expectations

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