Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.

The issue of cohesion and the policies associated with it are concerns not only for supranational entities such as the EU, but also for nation states and regions alike. Traditional instruments for promoting cohesion include symbolic, economic and social policies. However, given the contemporary tensions at both the international and domestic levels, attempts to create or maintain ›cohesion‹ are so important that innovative approaches must be pursued. This book asks to what extent spatial a...

“While you’re reading Neuro Web Design, you’ll probably find yourself thinking ‘I already knew that…’ a lot. But when you’re finished, you’ll discover that your ability to create effective web sites has mysteriously improved. A brilliant idea for a book, and very nicely done.”– Steve Krug, author of Don’t Make Me Think!A Common Sense Approach to Web UsabilityWhy do people decide to buy a product online? Register at your Web site? Trust the information you provide? Neu...

The Branded Mind is about how people think, and particularly how people think about brands. It explores what we know about the structure of the brain, how the different parts of the brain interact, and then demonstrates how this relates to current marketing theories on consumer behaviour.Investigating developments in neuroscience and neuromarketing, and how brain science can contribute to marketing and brand building strategies, The Branded Min...

All the essential tools managers could ever need—in one handy guide!"Describes in simple terms the practical tools . . . to achieve success." -- Alan Mulally, President and CEO, Ford Motor CompanyReal-world tested, real-world proven in organizations ranging in size from global titans like Boeing and Motorola to mom-and-pops and home businesses, The Little Black Book of Management is the ideal handbook for busy executives, managers, and entrepreneurs like...

This practical, straightforward guide presents the basic skills, attitudes, and knowledge needed for successful interprofessional collaboration in healthcare. Collaboration is fundamental to quality healthcare, and many regulatory bodies and accrediting agencies now have standards and benchmarks for interprofessional collaboration. This guide brings together in one volume basic collaboration competencies for healthcare professionals. Teamwork, Leadership and Communication serves both as an...

Facilities management continues to expand and develop in terms of the volume and diversity of commercial activity, with a significant influence upon organisational success and goal achievement. The two previous editions of Facilities Management have become established as key sources for all facilities management courses and forward thinking facilities managers, providing a strong blend of research-informed opportunities and practical, balanced advice for strategically orientated p...

"This series allows school principals to integrate theory and practice themselves, resulting in highly insightful and practical strategies that will make a difference in schools. Practitioners: lead thyselves!"—Michael Fullan, Professor EmeritusOntario Institute for Studies in Education, University of Toronto"Avoiding high-flown theory on the one hand and mere bullet points on the other, these books represent the best that highly expert leaders have to of...

The definition of a consultant is someone who facilitates organisational change and provides expertise on technical, functional and business topics during development or implementation. In other words a consultant is someone who helps others to change.However, change isn’t such an easy target to achieve. Research shows that the vast majority of change programmes fail. On a daily basis we hear about projects that are delayed, cancelled, over budget or boycotted by the end user. The ...

'This book shows how to find, attract, develop, motivate, and retain stars. It's full of evidence and provocative ideas to help every talent leader' Dr Adam Grant, Wharton Professor, New York Times bestselling author, Originals and Give and Take'This is the book I want to hand every manager I've ever worked with . . . Every chapter is filled with quotes, findings, and ideas that I want to post on Twitter and share with the world' ...

Maximize employee performance with this updated edition of the classic bestsellerIn Bringing Out the Best in People: How to Apply the Astonishing Power of Positive Reinforcement, renowned thought leader and internationally recognized workplace expert Aubrey Daniels takes a look at today’s rapidly changing work environment, providing a timely update to his seminal book on performance management.As one of the foremost speakers and writers in...

Tjaco Walvisis a partner at THEY, a brand management consulting firm based in Amsterdam, the Netherlands. Previously, he was a strategy and research director with BBDO. Tjaco is a leading expert on brand strategy issues, including brand positioning, extensions, portfolio management and location branding. He has worked with boards and marketing executives of companies like Amsterdam Airport Schiphol, DaimlerChrysler, Dorito’s, Getronics, Mars, McKinsey & Company, Nutricia, ...