This book explains how startups and brands in general can achieve a high level of customer experience (CX) in today's dynamic and competitive times. A well-structured and easy to apply customer experience framework defines customer experience as the start and end point of all business activities. The framework steps and tools (such as NPS, Empathy Map, Customer Journey, Golden Circle, Design Thinking, A/B-Testing) are designed to have a maximum impact on successful company building and the...

This book provides a literature review of various wireless MAC protocols and techniques for achieving real-time and reliable communications in the context of cyber-physical systems (CPS). The evaluation analysis of IEEE 802.15.4 for CPS therein will give insights into configuration and optimization of critical design parameters of MAC protocols. In addition, this book also presents the design and evaluation of an adaptive MAC protocol for medical CPS, which exemplifies how to facilitate re...

This book constitutes the refereed proceedings of the SecondInternational Conference on Internet of Vehicles, IOV 2015, held inChengdu, China, in December 2015.The 40 full papers presented were carefully reviewed and selected from128 submissions. They focus on the following topics: IOV architectures andapplications; intelligent mobility; V2V and M2M communications; and modeling and simulations.

Buzzing Communities cuts through the fluff to offer a clear process for creating thriving online communities. This book combines a century of proven science, dozens of real-life examples, practical tips, and trusted community-building methods. This step-by-step guide includes a lifecycle for tracking your progress and a framework for managing your organization's community efforts. This Book Will Help You to: -Understand what the members of your community really want. -Dramatically increase...

Marketing in the digital age poses major challenges for traditional and established practices of communication. To help readers meet these challenges Principles of Integrated Marketing Communications: An Evidence-based Approach provides a comprehensive foundation to the principles and practices of integrated marketing communications (IMC). It examines a variety of traditional and digital channels used by professionals to create wide-reaching and effective campaigns that are adapted for the...

101 Learning and Development Tools is your practical guide to all the most up-to-date training techniques, organized around the classic learning and development cycle. Whether you need a quick, ready solution or some guidance on where to go for in-depth information, this is your essential reference guide. It picks up from where you are in the process of managing learning, and helps you place it in a broader context.Each chapter is a mini guide to each tool...

The building performance evaluation (BPE) framework emphasizes an evaluative stance throughout the six phases of the building delivery and life cycle: (1) strategic planning/needs analysis; (2) program review; (3) design review; (4) post-construction evaluation/review; (5) post-occupancy evaluation; and, (6) facilities management review/adaptive reuse. The lessons learned from positive and negative building performance are fed into future building delivery cycles. The case studies illustra...

'The Effective Change Manager' is designed for change management practitioners, employers, authors, academics and anyone with an interest in the evolving professional discipline of change management. The first edition, 'The Change Management Body of Knowledge (CMBoK(c))', drew on the experience of more than six hundred change management professionals in thirty countries. This second edition has grown that base to over 900 contributors and reviewers.'The Effective Change Manager' de...

Organization Design looks at how to (re)design an organizational system in order to increase productivity, performance and value, and provides the knowledge and methodology to design an adaptive, agile organization capable of handling the kind of continuous organizational change that all businesses face. The book clarifies why and how organizations need to be in a state of readiness to design or redesign, and emphasizes that people as well as business processes must be part of des...

What is your competition doing right now? What tools can you use to predict what your competition will do next? How can you getand keepa competitive advantage? If you cant answer these questions, you need this book.Whether youre an innovator, entrepreneur or manager, Competitive Intelligence: Fast, Cheap & Ethical will help you make smart decisions that lead to profit and success.To make smart decisions about your business, you need intelligence. N...

The principles of Total Quality Management have proven to be invaluable to organisations in all sectors of business and commerce and to the individuals they comprise. Indeed many organisations have discovered the relationship between quality and profitability. Now, more than ever, it is important to develop a quality strategy by adopting the principles of TQM.This important text provides a solid framework for understanding the basic concepts of TQM. It comprises three interlinked m...

Today, companies are expected to be flexible and both rapidly responsive and resilient to change, which basically asks them to be agile. By combining Beyond Budgeting,Open Space, Sociocracy, and Agile, this book provides a practical guide for companies that want to be agile company-wide.Notes to the 2nd edition:This second edition reflects such updates as: the new Agile Fluency Model, the renaming / rebranding of Statoil to Equinor, and some small additions to complexity. W...