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You can understand consumer psychology to drive profits and growth. Want to know exactly what's driving your customer's behavior? Noe you can! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience - every time. In this economic climate, the customer service experience is more...

Get started with kaizen, implement it in your organization using kaizen events, and ensure the improvements are realized and sustained. Co-written by leaders at the Kaizen Institute, Creating a Kaizen Culture: Align the Organization, Achieve Breakthrough Results, and Sustain the Gains shows how to lead through the different kaizen events, focusing...

In 1930 the great economist Keynes predicted that, over the next century, income would rise steadily, people's basic needs would be met and no one would have to work more than fifteen hours a week. Why was he wrong? Robert and Edward Skidelsky argue that wealth is not - or should not be - an end in itself, but a means to 'the good life'. Tracing...

In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back - and those who don't soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline employees. Extensively revised with today's empowered, web-savvy consumer in mind,...

In the past thirty years, China has transformed from an impoverished country where peasants comprised the largest portion of the populace to an economic power with an expanding middle class and more megacities than anywhere else on earth. This remarkable transformation has required, and will continue to demand, massive quantities of resources. Like...

The current economic crisis has been assumed to reflect a cyclical problem, and some economists have asked that it be dealt with 'fiscal stimulus packages', especially packages associated with public spending. This action is similar to that of giving steroids to a patient who suffers from a serious illness. It might make him or her feel temporarily...