WINNER OF THE 2016 JEWISH BOOK COUNCIL AWARD FOR CONTEMPORARY JEWISH LIFE AND PRACTICEAn inspiring and accessible guide, drawn from Jewish wisdom, for building the inner qualities necessary to work effectively for social justice.The world needs changing—and you’re just the person to do it! It’s a matter of cultivating the inner resources you already have. If you are serious about working for social justice and change, this book will help you bring your most...

In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the d...

Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.This book will help any customer-facing organization deliver better customer experiences, save money, and increase revenue. Veteran customer service experts Bill Price and David Jaffe, coauthors of the bestseller The Best Service Is No Service, explain how o...

Aujourd'hui, il n’appartient plus aux entreprises de définir ce que veulent les clients ; ce sont les clients euxmêmes qui décident !Pour faire face à cette nouvelle donne et prendre une longueur d’avance sur leurs concurrents, les organisations doivent repenser leur manière d’agir en adoptant le point de vue des clients. Cette évolution, qui bouleverse les modèles d’affaires classiques du B2B et du B2C, marque l’avènement d’une ère nouvelle dans laquelle les clients prennent le co...

Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.Many organizations focus so intently on improving the way customers interact with them that they don't ask the more fundamental question of whether the interactions are needed in the first place. Every contact channel adds cost and complexity. And while customers appreciate that they...

What you need to know about your customersNow more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips—and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strat...

Introduce el modelo Me2B, en el cual se cumple la máxima, "el cliente tiene el control". Ofrece una mirada detallada a la manera en que las organizacioles fundamentales de los clientes y les proporciona experiencias excepcionales, lo que transforma las transforma y optimiza.

Most organizations struggle to really improve one of the most important factors of their success: the sales and service experiences they offer customers. Despite extensive--and expensive--efforts, this critical competitive edge remains out of reach for many. They key problem is that most companies fail to understand that, more than ever before, the customer is in control of the relationship. Where marketers used to think in terms of B2B or B2C, they have to start thinking "Me2B"--that is, ...

Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a “relationship” with your company’s customer service department, or do they simply want to purchase your products or services so they can put them to use?In this groundbreaking book, Bill Price and David Jaffe offer a game-changing approach, showing how managers are taking the wrong path and...

Three seasoned specialists offer techniques to help couples cope when facing infertility."Must reading for the thousands of people struggling with the pain of infertility." —Christiane Northrup, MDFor people experiencing infertility, wanting a baby is a craving unlike any other. The intensity of their longing is matched only by the complexity of the emotional maze they must navigate.With insight and compassion, Drs. Janet Jaffe, Mar...

The third edition of Warranties for Builders and Remodelers is your indispensable resource for navigating the complex landscape of warranties. Building on the success of its predecessors, this edition, crafted by the legal experts of the National Association of Home Builders, delves even deeper into the critical aspects of warranties. Meticulously researched and updated, it equips builders and remodelers with the latest insights to safeguard their work and reputation.What's...

A partire dalla crisi finanziaria del 2007/2008, il contesto di riferimento della corporate finance ha vissuto turbolenze fortissime. Incertezza è la parola d'ordine: i manager finanziari devono fronteggiare mercati finanziari più volatili, tassi di interesse bassissimi sino al 2021 e ora crescenti e poco prevedibili e, infine, decisioni di investimento molto più complesse rispetto al passato. I titoli pubblici hanno spesso registrato rendimenti negativi, l'inflazione è stata a lungo vicin...