The measurement of service quality and customer satisfaction has received considerable academic attention over the past twenty-five years. Companies spend hundreds of millions of dollars and thousands of people hours trying to understand and influence customers, and often assume (incorrectly) that satisfied customers are loyal ones. Simply understanding customer satisfaction is not enough – researchers and managers must also examine how satisfaction influences customer behavior. This paper...

Align Strategy With Metrics Using Social Monitoring Best Practices“Two or three years from now, every public relations firm that wants to be taken seriously in the C-suite and/or a lead marketing role will have someone like Marshall in its senior leadership ranks, a chief analytics officer responsible for ensuring that account leaders think more deeply about analytics and that thfirm works with the best available outside suppliers to integrate analytics appropriate...

Position your company to handle any brand crisis—instantly and effectivelyToyota, Tylenol, and Goldman Sachs all made the best of serious brand crises. You can, too, with Brand Turnaround!Brand Turnaround examines a number of brand crises—explaining first what went wrong and then revealing the steps companies took to manage their recovery—all while giving you practical insight and methods you can use to make a positive difference in your b...

This article discusses how the cognitive interviewing technique can be adapted for internal disciplinary and grievance investigative interviews within the employment relationship.It also outlines some of the important techniques which can be used by interviewers in order to improve the quality and accuracy of evidence retrieved from witnesses and employees under investigation even when a critical event may have occurred some time ago.Please note that this article is written...

If you're in the business of marketing or developing products and programs for kids, What Kids Buy and Why belongs in your office.How can you create outstanding products and programs that will win in the marketplace and in the hearts of kids and parents? Dan S. Acuff and Robert H. Reiher have invented a development and marketing process called Youth Market Systems that puts the needs, abilities, and interests of kids first. This system makes sure you won't...

The Thought Leadership Manual is the essential guide for dramatically growing your business by becoming a recognised expert in your field. The ability to create insights that grab the attention of clients and the media has become one of the most important marketing challenges for businesses selling high-value services. Yet ‘thought leadership’ barely features in marketing courses, and there is even less advice available on how to create the all-important stream of great ideas (which is the...

Through compelling case studies, Word of Mouse maps out a broad range of strategies that companies can employ to raise revenue, customer loyalty, and satisfaction.At the vanguard of the Internet revolution are two computer scientists from Minnesota who are pioneers of Collaborative Filtering (CF). CF is a technology that enables companies to understand their customers and in turn sell products, goods, and services with remarkable success. To test CF, John ...

This book presents a systematic collation of the regional and global dimensions of the leadership role of BRICS countries (Brazil, Russia, India, China and South Africa). It analyses the rising regional and global leadership of BRICS, using specific benchmarks to gauge the nature of this leadership. The elements examined include willingness to lead, the capacity to do as much, and the degree to which the given actor is accepted as a leader both within and beyond its region. The chapters in...

In this book, we're going to tackle one of the main problems in our professional lives. How to handle god-awful managers and horrible bosses! They are difficult to please, get along with, and demand too much! It seems as though that boss was put there to torment us. He's the devil incarnate!But how do we deal with him or her? What steps and strategies can we do to get that person off our backs!Most all of us possess a clear vision o...

From Chinese Brand Culture to Global Brands examines branding from the Chinese perspective, and predicts that China's greatest brands are poised for global dominance.

The New Way to Get NoticedThe giant brands that once dominated the media landscape—Oprah, the New York Times, NPR, CNN—have seen their monopoly on public attention smashed by the Internet and now find themselves competing with individuals and brands in a sea of micromedia: websites, social media, blogs, podcasts, and more. Ace publicists and marketers Barbara Cave Henricks and Rusty Shelton show that to navigate through this modern terrain, you need to thi...

This book develops a comprehensive framework for creating sustainable new business approaches on a massive scale. It relates the power of entrepreneurship, investment and technology to four areas in which progress is urgently needed to get out of the world’s current impasse. These are: game-changing innovations in companies; a way forward for the global fashion industry that reconciles competitiveness and worker dignity; turning around the energy crisis; and restoring capital markets to be...