Bring Disney-level customer experience to your organization with insider guidanceThe Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience — the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that s...

Walt Disney World is the most recognized company in the world for service excellence. The book will combine the authors experience overseeing and creating training to improve service in Disney parks. Readers will learn the five principles of the I CARE model (Impressions, Connections, Attitudes, Responses, and Exceptionals) and the Experience Quotient. In reading The Experience the reader will learn to: Identify service problems that face every company in the marketplace. Identify the expe...

Womack and Jones deconstruct the broken producer-consumer model and show businesses how to repair it, by providing the full value consumers desire from products without wasting time or effort.Why is it that, when our computers or our cell phones fail to satisfy our needs, virtually every interaction with help lines, support centers, or any organization providing service is marked with wasted time and extra hassle? In their bestselling business classic Lean Thin...

Organized into more than 200 thought- and action-provoking elements—from the importance of clean trucks and bathrooms to conversations with entrepreneurs creating new markets—Tom Peters, bestselling management guru offers a practical guide to impractical times.In The Pursuit of Wow!, Tom Peters offers readers the words, the tools, to survive in tumultuous business environments. In his groundbreaking book, In Search of Excellence changed the way business does busin...

Practice management is often misunderstood. The Advisor Playbook will take the mystery away.Practice management is confused with marketing, or is limited to strategizing about branding, or simply equated to old-school salesmanship.Practice management is how you build an organized toolbox of all your processes – branding, marketing, service activities, core functions – and constantly tune and keep that toolbox efficient and effortless. It's a network of interrelated skills, ...

50 Biggest Website Mistakes is for you if: You want to improve the appearance of your website, You want your website to convert more visitors into buyers, You want to get visitors to stay longer on your site, You want to have a better understanding of what your webmaster should be doing for you, and You want to learn some of the trick of the trace that will set your site apart from your competition. This book was written to help people get more success out of their website and online busin...

What does it take to be the leader of a design firm or group? We often assume they have all the answers, but in this rapidly evolving industry they’re forced to find their way like the rest of us. So how do good design leaders manage? If you lead a design group, or want to understand the people who do, this insightful book explores behind-the-scenes strategies and tactics from leaders of top design companies throughout North America.Based on scores of interviews he conducted over a...

If you want salient advice about your startup, you’ve hit the jackpot with this book. Harvard Business School Professor Tom Eisenmann annually compiles the best posts from many blogs on technology startup management, primarily for the benefit of his students. This book makes his latest collection available to the broader entrepreneur community.You’ll find 72 posts from successful entrepreneurs and venture capitalists, such as Fred Wilson, Steve Blank, Ash Maurya, Joel Spolsky, and ...

Strength-based Lean Six Sigma is a new way of approaching process improvement that combines the best practices of two established methodologies to generate a new approach in order to help you develop and deliver increased high performance in any organization. It is the first book to use approaches in business improvement as well as organizational change for optimum organizational performance and improved agility.Combining the energy and motivation released through ...

Organizational or corporate ‘culture’ is the most overused and least understood word in business, if not society. While the topic has been an object of keen academic interest for nearly half a century, theorists and practitioners still struggle with the most basic questions: What is organizational culture? Can it be measured? Is it a dependent or independent variable? Is it causal in organizational performance, and, if so, how? Paradoxically, managers and practitioners ascribe cul...

The emotions and mental states that dictate success or failure in Stock /Commodity and Forex Markets. Trading psychology refers to the aspects of an individual’s mental makeup that help determine whether he or she will be successful in buying and selling securities for a profit. Trading psychology is as important as other attributes such as knowledge, experience and skill in determining trading success. Discipline and risk-taking are two of the most critical aspects of trading psychology, ...

To stay competitive, firms need to build great products but they also need to lend these products to the uses and misuses of their customers and learn extensively from them. This is the first book to explore the idea that allowing customers to adapt features in online products or services to suit their needs is the key to viral growth.