The Service Culture Handbook
The Service Culture Handbook

Author: Jeff Toister

Publisher:

Published: 2017-03-23

Total Pages: 188

ISBN-13: 9780692842003

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Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute

This Is Service Design Doing
This Is Service Design Doing

Author: Marc Stickdorn

Publisher: "O'Reilly Media, Inc."

Published: 2018-01-02

Total Pages: 1156

ISBN-13: 1491927135

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How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

Site Reliability Engineering
Site Reliability Engineering

Author: Niall Richard Murphy

Publisher: "O'Reilly Media, Inc."

Published: 2016-03-23

Total Pages: 552

ISBN-13: 1491951176

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The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use

The Complete Illustrated Book of Development Definitions
The Complete Illustrated Book of Development Definitions

Author: Harvey S. Moskowitz

Publisher: Routledge

Published: 2017-07-05

Total Pages: 643

ISBN-13: 135148463X

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The latest edition of The Illustrated Book of Development Definitions breaks new ground. It addresses traditional and new planning problems: natural and industrial disasters such as hurricanes and oil spills; new housing types and living accommodations; changes in urban design and practice like new urbanism; sustainability; pedestrian and bicycle friendly environments; and more. Joining Harvey S. Moskowitz and Carl G. Lindbloom, authors of the first three editions, are two prominent, nationally known planners: David Listokin and Richard Preiss. Attorney Dwight H. Merriam adds legal annotations to almost all 2,276 definitions. These citations from court decisions bridge the gap between land use theory and real world application, bringing a new dimension to this edition. More than 20,000 copies of previous editions were sold over four decades to professionals and government representatives, such as members of planning and zoning boards and municipal governing bodies. This first revision in ten years updates what is widely acknowledged as an essential, standard reference for planners.

The Latest Illustrated Book of Development Definitions
The Latest Illustrated Book of Development Definitions

Author: Carl G. Lindbloom

Publisher: Routledge

Published: 2017-09-29

Total Pages: 493

ISBN-13: 1351480251

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Illustrated definitions are rarely found in zoning and development ordinances. Ordinances prefer the "thousand words" rather than the "single picture." Illustrations greatly simplify how standards should be applied, particularly where the lot or parcel is irregularly shaped or where there are a number of variables present, each of which might have an impact on how the ordinance might apply in a specific situation. This best-selling resource has been the mainstay of the planner's bookshelf since its first publication and it differs from other books and publications containing development definitions in three major respects: It is illustrated; most of the definitions are designed to be used directly in ordinances with little or no change; and the more complex definitions are accompanied by commentaries and annotations that explain how the definition may be used in an ordinance, along with background information pertinent to the definition. This expanded edition standardizes in one handy reference all the key terms used in zoning, subdivision, site plan, and environmental ordinances. In all, it contains 1,957 definitions and 103 illustrations that can be incorporated in local ordinances with little or no change. Written and illustrated by two professional planners with nearly eighty years of combined experience in the practice of planning and zoning, this is a basic working tool and required reference for anyone involved in land development planning and regulation.

The Social Media Management Handbook
The Social Media Management Handbook

Author: Robert Wollan

Publisher: John Wiley & Sons

Published: 2011-01-04

Total Pages: 352

ISBN-13: 0470651245

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How do organizations manage social media effectively? Every organization wants to implement social media, but it is difficult to create processes and mange employees to make this happen. Most social media books focus on strategies for communicating with customers, but they fail to address the internal process that takes place within a business before those strategies can be implemented. This book is geared toward helping you manage every step of the process required to use social media for business. The Social Media Management Handbook provides a complete toolbox for defining and practicing a coherent social media strategy. It is a comprehensive resource for bringing together such disparate areas as IT, customer service, sales, communications, and more to meet social media goals. Wollan and Smith and their Accenture team explain policies, procedures, roles and responsibilities, metrics, strategies, incentives, and legal issues that may arise. You will learn how to: Empower employees and teams to utilize social media effectively throughout the organization Measure the ROI of social media investments and ensure appropriate business value is achieved over time Make smarter decisions, make them more quickly, and make them stick Get the most out of your social media investment and fully leverage its benefits at your company with The Social Media Management Handbook.

A New Paradigm in Marketing – The Service Dominant Logic: Academia’s Reactions to the Theory of Vargo and Lusch
A New Paradigm in Marketing – The Service Dominant Logic: Academia’s Reactions to the Theory of Vargo and Lusch

Author: Christina Weißenfels

Publisher: Anchor Academic Publishing (aap_verlag)

Published: 2014-04

Total Pages: 61

ISBN-13: 3954892537

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For virtually all of the 20th century, the paradigm in marketing was founded on early economic thoughts, making goods and exchanges the focal point of economic research and practice. In the 1980s and 1990s, scholars called for a paradigm shift, but did not deliver clear directives on how to move forward. It was not before 2004 when Stephen L. Vargo and Robert F. Lusch published their award-winning article Evolving to a New Dominant Logic for Marketing in the Journal of Marketing, dealing with a potentially new paradigm for marketing. The publication has caused a lot of discussions, crowned by a collection of essays from more than 50 scholars in 2006. This book aims at looking into the reactions and discussions regarding the proposed service-dominant logic in more detail. So far, no comprehensive overview of the existing literature has yet been made. This book will introduce the basic ideas of the service-dominant logic, followed by a detailed state-of-literature. The last part of the book will examine whether the concepts of a service-dominant logic display similarities with concepts of B2B marketing and whether they could successfully be adopted in B2B markets.