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Book is in Used-VeryGood condition. Pages and cover are clean and intact. Used items may not include supplementary materials such as CDs or access codes. May show signs of minor shelf wear and contain very limited notes and highlighting. 1

An elevated take on the classic disk pendant, this 14-karat yellow gold charm features a stylish cut-out design with the perfect canvas for a custom engraving. Create a personalized gift or a beautiful treasure for yourself. For more information about custom engraving, live chat online, call a customer service representative at 1-866-467-4263, or visit one of our store locations.

New information in the size chart tab If you need a Merino Wool hoodie that can stand up to the nastiest days Mother Nature throws your way, you'll love the Comet Tunnel Hood. Duckworth customers have worn Comet in some of the coldest climates on Earth, including Antarctica and Alaska. Duckworth's proprietary Comet is a natural-technical mash-up, combining a pure, 100% Merino Wool outer layer and a polyester inner layer. This combination will leave you feeling warm and comfortable no matter the weather. Since Polyester wicks sweat and moisture right off your skin, it gets absorbed into the wool layer, causing a chemical reaction that results in the to get warmer. With a cozy high neck design, this slim (but not tight-fitted) Merino Wool hoodie is soft to the touch, durable, anti-odor, moisture-wicking, quick-drying, and versatile. American-made with Montana wool, this women's hoodie is available in multiple colors. Why Duckworth Comet ? Composition: 94% Montana Merino Wool and 6% nylon outer layer, 100% recycled polyester inner layer Weight: 315 gsm Wool NEW INFORMATION: You spoke and we listened - following ample customer feedback in combination with Research and Development at the ranch, we've slightly adjusted the outer-layer material to include 6% nylon for the purpose of adding extra strength to the wool yarn. The also features a 315 GSM construction vs 275 GSM in year's past, for optimal warmth and weight in the colds of the American backcountry. Cold gentle machine wash with like colors. Do not bleach. Dry flat or line dry only; do not tumble dry.

Going against conventional marketing wisdom, Absolute Value reveals what really influences customers today and offers a new framework—the Influence Mix, a totally new way of thinking about consumer decision making and marketing, and about developing more effective business strategies.How people buy things has changed profoundly—yet the fundamental thinking about consumer decision-making and marketing has not. Most marketers still believe that they can shape consumers’ perception and drive their behavior. In this provocative book, Stanford professor Itamar Simonson and bestselling author Emanuel Rosen show why current mantras are losing their relevance. When consumers base their decisions on reviews from other users, easily accessed expert opinions, price comparison apps, and other emerging technologies, everything changes.Absolute Value answers the pressing questions of how to influence customers in this new age. Simonson and Rosen point out the old-school marketing concepts that need to change and explain how a company should design its communication strategy, market research program, and segmentation strategy in the new environment. Filled with deep analysis, case studies, and cutting-edge research, this forward-looking book provides a totally new way of thinking about marketing.

Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authorsChallenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library servicesExplain service quality and customer satisfaction, and demonstrate how they are separate but intertwinedIdentify procedures for qualitatively and quantitatively measuring both service quality and satisfactionEncourage libraries to take action by presenting concrete steps they can take to become more customer-centricOffer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groupsThis book shows how to nurture an environment of continuous improvement through effective service quality assessment.

Now in its second edition, this best seller presents detailed information about how to construct, evaluate, and use questionnaires. New to this second edition is a chapter that includes two different methods of sampling and determining an appropriate sample size for reliable results. The author has updated the chapter on reliability and validity to cover more information about other forms of reliability. Also added is a chapter devoted to presenting examples on real customer satisfaction measures and how they can be used. Other topics include guidelines for developing questionnaires, scale development, the concept of quality, frequencies, sampling error, and two methods of determining important service or product characteristics as perceived by the customer. Benefits: Understand the scientific methodology used to construct questionnaires utilizing the author's systematic approach. Pinpoint and focus on the most relevant topics using the author's concise format of the concepts relating to measuring customer satisfaction. Study both the qualitative and quantitative aspects of questionnaire design and evaluation. Important scientific principles are presented in simple, understandable terms. A great resource for the Certified Quality Manager's exam! Contents: Introduction Determining Customer Requirements Reliability and Validity Customer Satisfaction Questionnaire Construction Sampling Methods Using Customer Satisfaction Questionnaires Examples of Customer Satisfaction Questionnaires Contains 12 appendices and more than 80 illustrations

Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.

Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.

Selling Today: Creating Customer Value, one of the most popular sales information books on the market, offers readers a blend of time-proven fundamentals and new practices needed to succeed in today's information economy. It emphasizes the need for salespeople to be guided by the new principle of personal selling: establishing partnerships that are maintained by customer value, created by the salesperson. This edition stresses the need for sales professionals to cope with new forces shaping the world of sales and marketing, and emphasizes the strategies for long-term success. It provides comprehensive coverage of consultative selling, strategic selling, partnering, and value-added selling. Sales force automation is also a major theme. For sales and marketing professionals.

Both business and customers feel pain when standards are not met. To kill this pain, a business must do more than conduct market research, it must know what to do with this information. Pain Killer Marketing presents effective methods for listening to and collecting customer pain. More importantly, it demonstrates how to implement data and drive profi ts. An excellent reference for C level executives, product managers, market research practitioners and those wanting to become more customer-centric . Anyone who has a suffering customer, internal or external, can benefit from Pain Killer Marketing.

DON’T GET LEFT BEHIND! The insurance industry is going through a revolution, but too many carriers, brokers, agents, and team members aren’t keeping up with the changes. Today, we live in an Amazon.com world of convenience, information, and choices. People expect every product and service— including insurance—to be as easy and efficient to purchase as a book or a piece of luggage. Right now, we’re not even close. In this book, Troy Korsgaden invites you to wake up to the radical transformation taking place in the insurance industry. Follow his advice and earn the right to be trusted by existing clients and new prospects. Eventually, all of us will become multiline reps, selling a wide range of products and services. To compete in the market, we have to excel in providing unrivaled service. Nothing else will do.

A great way to track and log your customer and client information.✅ Easily find and view client customer information✅ Room for 100 clients✅ Large size for easy writing and viewing✅ Great for landscapers, hairstylists, salon owners, barbers, contractors, cleaners, massage therapists, nail salons and any other business that wants or needs to track their customer and client interactions.Never forget an important detail again.

The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspec

The New Experts Delivers a Practical Strategy for Recruiting & Retaining Today's Seller-Agnostic Customers. Who are these ''new experts''? A generation of ruthless customers empowered by three lethal weapons: instant access to information, immense choice, and real-time price comparison. This visionary book by Robert Bloom, a veteran CEO and respected authority on business strategy, tells readers: how to win customers who no longer care where they buy. It explains how to give customers what they want when it matters most to them--at their 4 Decisive Moments during the purchase progression: Now-or-Never Moment Make-or-Break Moment Keep-or-Lose Moment Highly profitable Multiplier Moment The New Experts turns today's most serious business challenge into a business-building advantage by providing a no-or-low-cost solution to reduce costly customer churn and increase profitable customer conversion, retention, and referral. Influential business leaders of businesses of every size and type in Europe, Australia, and the United States are recommending The New Experts.

What's a customer really worth? Can you find out, without endlesslycomplex modeling? And once you know, what should you do with thatknowledge? Managing Your Customers as Investments has the answers.You'll learn simple ways to get reliable customer value information--ina form you can use. You'll discover how to use it to measure marketingeffectiveness, generate improvements throughout the entire customerrelationship lifecycle, and improve decision-making. Everyone tells youto manage your business around customers. This book gives you the toolsto do it.

Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.

Net Worth explains how businesses can benefit by forming new partnerships with customers in matters of information capture and privacy. Consumers are losing patience with companies that use personal data about buying habits, income levels, and credit card usage for corporate gain. What consumers need is a new kind of business--an information intermediary or infomediary--to protect customers' privacy while maximizing their information assets. Companies playing the infomediary role will become agents of customer information, marketing such data to businesses on consumers' behalf and protecting consumer privacy. John Hagel, co-author of the bestselling Net Gain, teams with Marc Singer to lay out the underlying economic and competitive dynamics that will foster the emerging business of the infomediary. Net Worth identifies the convergence of commerce, technology, and consumer frustration as the incubator for the infomediary business, as consumers seek to release their personal information only when they can receive value in exchange for their data.

Connecting readers with great books since 1972! Used textbooks may not include companion materials such as access codes, etc. May have some wear or writing/highlighting. We ship orders daily and Customer Service is our top priority!

Connecting readers with great books since 1972! Used textbooks may not include companion materials such as access codes, etc. May have some wear or writing/highlighting. We ship orders daily and Customer Service is our top priority!

In order to protect company’s information assets such as sensitive customer records, health care records, etc., the security practitioner first needs to find out: what needs protected, what risks those assets are exposed to, what controls are in place to offset those risks, and where to focus attention for risk treatment. This is the true value and purpose of information security risk assessments. Effective risk assessments are meant to provide a defendable analysis of residual risk associated with your key assets so that risk treatment options can be explored. Information Security Risk Assessment Toolkit gives you the tools and skills to get a quick, reliable, and thorough risk assessment for key stakeholders.Based on authors’ experiences of real-world assessments, reports, and presentationsFocuses on implementing a process, rather than theory, that allows you to derive a quick and valuable assessmentIncludes a companion web site with spreadsheets you can utilize to create and maintain the risk assessment