America S Service Meltdown

Author : Raul Pupo
Publisher : Bloomsbury Publishing USA
Page : 193 pages
File Size : 51,6 Mb
Release : 2010-06-16
Category : Business & Economics
ISBN : 9780313386039

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America's Service Meltdown by Raul Pupo Pdf

In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back. What distinguishes America's Service Meltdown: Restoring Service Excellence in the Age of the Customer is its striking originality and applicability to businesses of nearly every type and size. Based on the author's extensive personal and professional experience, the book offers a straightforward, no nonsense model that clearly explains how to organize the modern enterprise for the delivery of service excellence. Customer-oriented companies can operate more effectively, Raul Pupo argues, by focusing on the critical success factors of service: leadership that unequivocally believes they are in business to serve the customer; a business-planning process centered around the customer; an organizational ethic of service up and down the ranks; and an empowered, motivated, and competent frontline organization. Readers will discover what it takes to serve customers superbly, how excellent customer service profoundly improves profitability, and how to identify the biggest obstacles to good service. Most importantly, they will be rewarded with concrete instructions that will enable them to deliver topnotch customer service every step of the way.

Author : Raul Pupo
Publisher : Lulu.com
Page : 348 pages
File Size : 49,5 Mb
Release : 2019-06-20
Category : Business & Economics
ISBN : 9780359741755

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Why Service Matters by Raul Pupo Pdf

Why Service Matters is a collection of over fifty essays that Raul Pupo asserts will change the way you think about service. What consumers in business, education, and government receive by way of service has gotten progressively worse over time. What is most distressing, however, is that there does not appear to be any cause for optimism that the shoddy service being dished out to consumers will improve any time soon. That is, not unless and until leaders come to grips with the fact that service to the customer is grounded in four critical success factors or foundational propositions: a leadership that unequivocally believes they are in business, first and foremost, to serve the customer; a strategic planning regimen centered on the customer; an ethic of service to guide the organization to always err on behalf of the customer; and a competent, motivated, supported, and empowered front-line organization.

Author : Christopher Elliott
Publisher : John Wiley & Sons
Page : 238 pages
File Size : 54,7 Mb
Release : 2011-12-27
Category : Business & Economics
ISBN : 9781118108000

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Scammed by Christopher Elliott Pdf

A leading consumer advocate reveals how to protect your money, time, and integrity from corrupt businesses Once upon a time store prices were simple and fair, businesses stood behind their products with guarantees free of fine print and loopholes, and companies genuinely seemed to care about their valued customers—but those days are long gone. In this groundbreaking exposé, consumer advocate Christopher Elliot reveals the broken relationship between American consumers and businesses and explains how companies came to believe that fooling their customers was a viable, and profitable, business plan. Scammed explores how companies control information to mislead, distort the truth, and even outright lie to their consumers. Exposes the various ways companies have led their war against information—from seductive ads, disingenuous fine print, and unconventional promotions that involve seeding discussion forums and blogs with company-friendly comments Offers consumers insider knowledge of the system, reasonable expectations, and a clear understanding of the games businesses play Christopher Elliott is one of the nation's foremost consumer advocates Protect yourself, your time, and your money from the predators of the consumer world. Armed with knowledge, readers will become far more discerning and every business's worst nightmare.

Author : Roger J. Baran,Robert J. Galka
Publisher : Taylor & Francis
Page : 450 pages
File Size : 40,7 Mb
Release : 2016-12-08
Category : Business & Economics
ISBN : 9781317419334

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Customer Relationship Management by Roger J. Baran,Robert J. Galka Pdf

This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.

Author : Dr. Frank Luntz
Publisher : Hachette Books
Page : 327 pages
File Size : 45,9 Mb
Release : 2009-09-15
Category : Business & Economics
ISBN : 9781401394783

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What Americans Really Want...Really by Dr. Frank Luntz Pdf

No one in America has done more observing of more people than Dr. Frank I. Luntz. From Bill O'Reilly to Bill Maher, America's leading pundits, prognosticators, and CEOs turn to Luntz to explain the present and to predict the future. With all the upheavals of recent events, the plans and priorities of the American people have undergone a seismic shift. Businesses everywhere are trying to market products and services during this turbulent time, but only one man really understands the needs and desires of the New America. From restaurant booths to voting booths, Luntz has watched and assessed our private habits, our public interests, and our hopes and fears. What are the five things Americans want the most? What do they really want in their daily lives? In their jobs? From their government? For their families? And how does understanding what Americans want allow businesses to thrive? Luntz disassembles the preconceived notions we have about one another and lays all the pieces of the American condition out in front of us, openly and honestly, then puts the pieces back together in a way that reflects the society in which we live. What Americans Really Want...Really is a real, if sometimes scary, discussion of Americans' secret hopes, fears, wants, and needs. The research in this book represents a decade of face-to-face interviews with twenty-five thousand people and telephone polls with one million more, as well as the exclusive, first-ever "What Americans Really Want" survey. What Luntz offers is a glimpse into the American psyche, along with analysis that will rock assumptions and right business judgment. He proves that success in virtually any profession demands that we either understand what Americans really want, or suffer the consequences. Praise for Frank Luntz: "When Frank Luntz invites you to talk to his focus group, you talk to his focus group." --President Barack Obama, spoken on June 28, 2007, to a PBS-sponsored focus group following the Democratic presidential debate at Howard University "Frank Luntz understands the American people better than anyone I know." --Newt Gingrich, former Speaker of the House "The Nostradamus of pollsters." --Sir David Frost "America's top companies listen to Frank Luntz because he understands what customers want and what employees think. He has a keen sense of the American psyche and an outstanding command of language that empowers and persuades." --Thomas J. Donohue, President & CEO, U.S. Chamber of Commerce

Author : Dr. Frank Luntz
Publisher : Hachette Books
Page : 346 pages
File Size : 40,5 Mb
Release : 2010-09-14
Category : Business & Economics
ISBN : 9781401326043

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The What Americans Really Want...Really: Revised Edition by Dr. Frank Luntz Pdf

No one in America has done more observing of more people than Dr. Frank I. Luntz. From Bill O'Reilly to Bill Maher, America's leading pundits, prognosticators, and CEOs turn to Luntz to explain the present and to predict the future. With all the upheavals of recent events, the plans and priorities of the American people have undergone a seismic shift. Businesses everywhere are trying to market products and services during this turbulent time, but only one man really understands the needs and desires of the New America. From restaurant booths to voting booths, Luntz has watched and assessed our private habits, our public interests, and our hopes and fears. What are the five things Americans want the most? What do they really want in their daily lives? In their jobs? From their government? For their families? And how does understanding what Americans want allow businesses to thrive? Luntz disassembles the preconceived notions we have about one another and lays all the pieces of the American condition out in front of us, openly and honestly, then puts the pieces back together in a way that reflects the society in which we live. What Americans Really Want...Really is a real, if sometimes scary, discussion of Americans' secret hopes, fears, wants, and needs. The research in this book represents a decade of face-to-face interviews with twenty-five thousand people and telephone polls with one million more, as well as the exclusive, first-ever "What Americans Really Want" survey. What Luntz offers is a glimpse into the American psyche, along with analysis that will rock assumptions and right business judgment. He proves that success in virtually any profession demands that we either understand what Americans really want, or suffer the consequences. Praise for Frank Luntz: "When Frank Luntz invites you to talk to his focus group, you talk to his focus group." --President Barack Obama, spoken on June 28, 2007, to a PBS-sponsored focus group following the Democratic presidential debate at Howard University "Frank Luntz understands the American people better than anyone I know." --Newt Gingrich, former Speaker of the House "The Nostradamus of pollsters." --Sir David Frost "America's top companies listen to Frank Luntz because he understands what customers want and what employees think. He has a keen sense of the American psyche and an outstanding command of language that empowers and persuades." --Thomas J. Donohue, President & CEO, U.S. Chamber of Commerce

Author : Anonim
Publisher : DIANE Publishing
Page : 30 pages
File Size : 53,5 Mb
Release : 2024-06-18
Category : Electronic
ISBN : 9781428967922

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Free Trade and the Summit of the Americas by Anonim Pdf

Author : John B. Arden
Publisher : Praeger
Page : 0 pages
File Size : 42,5 Mb
Release : 2003-05-30
Category : Political Science
ISBN : 9780275976392

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America's Meltdown by John B. Arden Pdf

"Arden discusses the growing epidemic of acrimony, superficiality, attention deficit disorder, and complaints of ennui. He targets the reasons why American children have expressed their confused rage with deadly weapons, why a president boasts that he earned C's in college, and why society has drifted into craving entertainment laced with violence and cheap thrills.

Author : National Defense University (U S ),National Defense University (U.S.),Institute for National Strategic Studies,Sheila R. Ronis
Publisher : Government Printing Office
Page : 132 pages
File Size : 53,5 Mb
Release : 2011-12-27
Category : Business & Economics
ISBN : 8210379456XXX

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Economic Security: Neglected Dimension of National Security ? by National Defense University (U S ),National Defense University (U.S.),Institute for National Strategic Studies,Sheila R. Ronis Pdf

On August 24-25, 2010, the National Defense University held a conference titled “Economic Security: Neglected Dimension of National Security?” to explore the economic element of national power. This special collection of selected papers from the conference represents the view of several keynote speakers and participants in six panel discussions. It explores the complexity surrounding this subject and examines the major elements that, interacting as a system, define the economic component of national security.

Author : Frank Newport
Publisher : Rowman & Littlefield Publishers
Page : 517 pages
File Size : 42,6 Mb
Release : 2011-09-08
Category : Political Science
ISBN : 9781442209930

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The Gallup Poll by Frank Newport Pdf

This work is the only complete compilation of polls taken by the Gallup Organization, the world's most reliable and widely quoted research firm. It is an invaluable tool for ascertaining the pulse of American public opinion in a certain year, as well as for documenting changing perceptions over time of crucial core issues (such as women's rights and health care). It is necessary for all social science research. More than just a collection of polls, The Gallup Poll offers in-depth commentary and analysis, placing current topics in a readable, historical context. Survey results are given in an easy-to-use form. Breakdowns by sex, age, race, level of education, and other factors enable the reader to grasp major issues quickly.

Author : Fernando López-Alves,Diane E. Johnson
Publisher : Routledge
Page : 304 pages
File Size : 55,5 Mb
Release : 2018-10-10
Category : Social Science
ISBN : 9780429793813

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Populist Nationalism in Europe and the Americas by Fernando López-Alves,Diane E. Johnson Pdf

Populist nationalism fuses beliefs that citizens are being exploited by a privileged elite with claims that the national culture and interests are under threat from enemies within or without. Ideologically fluid, populist nationalists decry “out-of-touch” institutions such as political parties and the mainstream press while extolling the virtues of the “people.” They claim that only populists can truly represent the nation and solve its problems, and often call for unorthodox solutions that appeal to the common people. The recent spread of populist nationalism throughout the world has triggered a growing interest in the subject, led mainly by journalists. The Brexit vote and the election of Donald Trump in the US have provoked a flurry of media coverage in Europe and the Americas, along with parliamentary debates. Some social scientists have sought to explain the resurgence of nationalism and the spread of populism in recent decades, but important questions remain and most of the scholarship has not adequately addressed the fusion of nationalism and populism. It fails to examine the combination of populism and nationalism comparatively, especially the contrast between the more progressive and leftist versions such as those in Latin America, and the more traditional conservative varieties that are gaining strength in Germany, the United Kingdom, and the United States. This interdisciplinary collection by experts on Europe and the Americas fills this void. The volume examines various experiences with populist nationalism, and offers theoretical tools to assess its future. Some chapters are in-depth country case studies and others take a broader perspective, but all open the door for meaningful comparison.

Author : Javier Peña Capobianco
Publisher : Emerald Group Publishing
Page : 257 pages
File Size : 44,9 Mb
Release : 2023-10-11
Category : Business & Economics
ISBN : 9781837536269

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The New Era of Global Services by Javier Peña Capobianco Pdf

The New Era of Global Services is the result of interviews with more than seventy international leaders. The results show that in the coming years, Global Services will tend to grow in business-to-business (B2B), business-to-consumer (B2C), peer-to-peer (P2P), an in particular peer-to-business (P2B) relationships.

Author : Douglas F Morgan,Douglas F. Green,Richard T Green,Craig W Shinn,Robert K Robinson
Publisher : Routledge
Page : 544 pages
File Size : 55,9 Mb
Release : 2015-07-17
Category : Political Science
ISBN : 9781317470274

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Foundations of Public Service by Douglas F Morgan,Douglas F. Green,Richard T Green,Craig W Shinn,Robert K Robinson Pdf

Designed to serve as a basic text for an introductory course in Public Administration, this innovative work provides students with an understanding of the basic management functions that are covered in all standard textbooks with two important differences. First, it is written to address the needs of both the experienced practitioner and the entry-level public servant. Case examples bridge the content-rich environment of practitioners with the basic principles of public administration sought by pre-service students. Second, the discussion of basic management practices is grounded in the political and ethical tensions inherent in the American constitutional form of governance. This reflects the authors' belief that public administration operates as an integral part of the country's political traditions, and thereby helps define the political culture. The book provides a framework for understanding American political traditions and how they inform public administration as a political practice. Key Changes in the Second Edition include: A new introductory chapter that explains what the authors mean by a constitutional approach and why that is important. An expanded discussion of the role of civil society in promoting the common good. A new section in chapter 5 on New Public Governance. Updated exhibits that incorporate up-to-date census data and revenue figures (chapter 10). A new section in chapter 14 that recognises the importance of maintaining accountability in contract and networked systems of governance. Significantly rewritten chapters to add emphasis on the relevance of the chapter material to nonprofit organisations. A significantly revised bibliography which incorporates new bodies of research that have appeared since the first edition.

Author : Alejandra Roncallo
Publisher : Routledge
Page : 247 pages
File Size : 44,5 Mb
Release : 2013-07-31
Category : Political Science
ISBN : 9781135140397

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The Political Economy of Space in the Americas by Alejandra Roncallo Pdf

This book presents a novel and cutting-edge interpretation of the evolving political economy of the Americas. Through a combination of qualitative research and theory, it considers the reconstruction of American-led hegemony in the Americas since the 1982 debt crisis and presents an examination of the new Pax Americana. Drawing on the Gramscian concept of hegemony as understood by Robert Cox and Henri Lefebvre, this book argues that since the 1982 debt crisis there has been a reconstruction of American-led hegemony under the signature of neo-liberalism and that it has taken place in the last four ten-year developmental planning stages, ‘market reforms’ in the 1980s, ‘good governance’ in the 1990s, ‘poverty reduction’ in the new millennium and, currently, the ‘disembedding of security’. Each "evolutionary stage" was constructed to secure the continuing motion of capitalist accumulation on a world scale. Moving from the global to the local scale, the book includes two detailed case studies on mining extraction in Bolivia to show how subaltern groups actually experienced and negotiated the transition from the old to the new Pax Americanas at the level of everyday life and what conflicts arose. The book ends with a chapter on President Evo Morales and the re-foundation of Bolivia as an indigenous nation. The Political Economy of Space in the Americas will be of interest to students and scholars of political economy and Latin American politics.

Author : Steve Glischinski
Publisher : Unknown
Page : 168 pages
File Size : 51,6 Mb
Release : 1997
Category : Railroads
ISBN : 1616731672

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Santa Fe Railway by Steve Glischinski Pdf