"Customer service done right is one of today's most powerful competitive advantages. In Can Your Customer Service Do This?, customer service turnaround wizard and renowned customer service training expert Micah Solomon shares everything he knows, and everything you need to know, about how to create a truly Five-Star customer service experience and use it to build sustainable bottom-line success. In this book, you'll find the proven hands-on methods...

Ten years after the worldwide bestseller Good to Great, Jim Collins returns withanother groundbreaking work, this time to ask: why do some companies thrive inuncertainty, even chaos, and others do not? Based on nine years of research,buttressed by rigorous analysis and infused with engaging stories, Collins andhis colleague Morten Hansen enumerate the principles for building a truly greatenterprise in unpredictable, tumultuous and fast-moving times....

This book sheds light on a crucial debate on the possible role of the technosciences in meeting the challenges of the future. It shows that the current contributory revolution is global and profound, and that it concerns the whole epistemological field - from the sciences to social organizations. By delving into the epistemological dimension of the lightning transition we are currently experiencing, The Contributory Revolution identifies the levers...

Most large companies take a similar approach to corporate innovation, running it out of centralized innovation groups. But companies in China, both domestic and foreign, are much more likely to turn to market-facing sources of innovation, including customers, competitors, and front-line employees. China's fast growth is producing a disproportionately large share of new customers for many industries, which demands an orientation toward generating ideas...

"Describes the technology used by forensic scientists to gather and analyze evidence from crime scenes"--Provided by publisher.

Consumer expectations have undergone a paradigm shift since the dawn of the digital age. Offering a comprehensive view of a field that is evolving at an unprecedented pace, Consumer Behavior – A Digital Native, First Edition, is an honest attempt to capture and showcase how the millennial consumer is responding to the democratization of digital technology. Encompassing pioneering concepts, latest developments and in-depth case studies, this...

Drones are a Modern Engineering Marvel! In this engaging title, readers will explore the history of drones from hot air balloons to radio-controlled aircraft to today's unmanned aerial vehicles. Reginald Denny and his development of radio-controlled planes for the US military is featured, and a colorful infographic shows the parts of a drone. Readers will learn how different types of drones work and see the future of drones from weather monitoring...

"The retail industry is changing rapidly, and it is technology that will change it irrevocably this coming century. Automation, sophisticated marketing and store design, anti-theft and loss prevention techniques, and many more topics make this book an ideal compendium of tech deployed in retail spaces throughout North America. Potential store employees bound for after-school or summer jobs, or even a career in retail, will benefit from this book's...

The general manager of IDEO, the design firm that created the Apple Mouse and the Palm V, reveals strategies for fostering imagination, expressing ideas, and developing hit products by bringing out the creativity in every employee.