The New One Minute Manager
Author: Ken Blanchard, Spencer Johnson, M.D.
Publisher: William Morrow
The New One Minute Manager offers a way for you to succeed sooner with less stress in changing times—both at work and at home. Based on the original book The One Minute Manager that helped millions of people around the world in organizations large and small, this new version of the classic story deals with a new world. The book will help you find meaning in your work and inspire you to discover new ways to help your organization adapt and prosper. The New One Minute Manager is a concise, easily read story that reveals three very practical secrets: One Minute Goals, One Minute Praisings, and One Minute Re-Directs, the new third secret. The story is based on studies in the behavioral sciences and medicine that support why these apparently simple methods work so well with so many people. And by the book's end, you will know how to apply what you discover to your own situation and enjoy the benefits.
Strategic Customer Service
Author: John A. GOODMAN
Publisher: AMACOM Div American Mgmt Assn
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
With dramatic changes in consumer behaviour - from online shopping to the influence of social media - marketers are finding it harder than ever to coordinate, prioritize and integrate the latest interactive channels into their overall brand-building strategy. Despite hard evidence showing the importance of digital marketing, the emphasis often remains on traditional media, with the most common social media channels being used without centralized coordination or integration with a wider marketing and branding campaign. Multi-Channel Marketing Ecosystems examines a fundamental game changer for the entire marketing industry - the seismic shift from a single TV-centric path to a multi-channel interactive ecosystem which puts digital technology at the heart of every campaign. With separate chapters on the remaking of marketing, the rise of the digital brand, conversion optimization, m-commerce, searchability in a multi-channel world and predictive marketing, Multi-Channel Marketing Ecosystems shows how marketers and brand managers can react positively to changes in consumer behaviour, building customer responses and loyalty via the full spectrum of digital media.
What is Web 2.0
Author: Tim O'Reilly
Publisher: "O'Reilly Media, Inc."
The concept of "Web 2.0" began with a conference brainstorming session between O'Reilly and MediaLive International. Dale Dougherty, web pioneer and O'Reilly VP, noted that far from having "crashed", the web was more important than ever, with exciting new applications and sites popping up with surprising regularity. What's more, the companies that had survived the collapse seemed to have some things in common. Could it be that the dot-com collapse marked some kind of turning point for the web, such that a call to action such as "Web 2.0" might make sense? We agreed that it did, and so the Web 2.0 Conference was born. In the year and a half since, the term "Web 2.0" has clearly taken hold, with more than 9.5 million citations in Google. But there's still a huge amount of disagreement about just what Web 2.0 means, with some people decrying it as a meaningless marketing buzzword, and others accepting it as the new conventional wisdom. This article is an attempt to clarify just what we mean by Web 2.0.
The Retail Revival
Author: Doug Stephens
Publisher: John Wiley & Sons
Traditional retail is becoming increasingly volatile and challenged as a business model. Brick-and-mortar has shifted to online, while online is shifting into pop-up storefronts. Virtual stores in subway platforms and airports are offering new levels of convenience for harried commuters. High Street and Main Street are becoming the stuff of nostalgia. The Big Box is losing ground to new models that attract consumers through their most-trusted assistant—the smartphone. What’s next? What’s the future for you—a retailer—who is witnessing a tsunami of change and not knowing if this means grasping ahold of new opportunity or being swept away? The Retail Revival answers these questions by looking into the not-so-distant retail past and by looking forward into a future that will continue to redefine retail and its enormous effect on society and our economies. Massive demographic and economic shifts, as well as historic levels of technological and media disruption, are turning this once predictable industry—where “average” was king—into a sea of turbulent change, leaving consumer behavior permanently altered. Doug Stephens, internationally renowned consumer futurist, examines the key seismic shifts in the market that have even companies like Walmart and Procter & Gamble scrambling to cope, and explores the current and future trends that will completely change the way we shop. The Retail Revival provides no-nonsense clarity on the realities of a completely new retail marketplace— realities that are driving many industry executives to despair. But the future need not be dark. Stephens offers hope and guidance for any businesses eager to capitalize on these historic shifts and thrive. Entertaining and thought-provoking, The Retail Revival makes sense of a brave new era of consumer behavior in which everything we thought we knew about retail is being completely reimagined. Praise for The Retail Revival “It doesn’t matter what type of retail you do—if you sell something, somewhere, you need to read Doug Stephens’ The Retail Revival. Packed with powerful insights on the changing retail environment and what good retailers should be thinking about now, The Retail Revival is easy to read, well-organized and provides essential food for thought.” — Gregg Saretsky, President and CEO, WestJet “This book captures in sharp detail the deep and unprecedented changes driving new consumer behaviors and values. More importantly, it offers clear guidance to brands and retailers seeking to adapt and evolve to meet entirely new market imperatives for success.” —John Gerzema, Author of Spend Shift and The Athena Doctrine “The Retail Revival is a critical read for all marketing professionals who are trying to figure out what’s next in retail… Doug Stephens does a great job of explaining why retail has evolved the way it has, and the book serves as an important, trusted guide to where it’s headed next. ” —Joe Lampertius SVP, Shopper Marketing, Momentum Worldwide and Owner, La Spezia Flavor Market “Doug Stephens has proven his right to the moniker ‘Retail Prophet.’ With careful analysis and ample examples, the author makes a compelling case for retailers to adapt, change and consequently revive their connection with consumers. Stephens presents actionable recommendations with optimism and enthusiasm—just the spoonful of sugar we need to face the necessary changes ahead.” —Kit Yarrow, Ph.D., Consumer Psychologist; Professor, Golden Gate University; Co-Author, Gen BuY: How Tweens, Teens and Twenty-Somethings are Revolutionizing Retail “Doug Stephens doesn’t just tell you why retail is in the doldrums, he tells you why retail is a major signpost for the larger troubles of our culture and provides a compelling, inspiring vision for a future of retail—and business, and society.” —Eric Garland, author of Future Inc.: How Businesses Can Anticipate and Profit from What’s Next
#NOT a real book (Just a screed) Does all the hype surrounding social media make sense? Isn't it time that somebody tried to deconstruct all this bullshit? What are social media? Are they the same websites we used to call social networks? Why did we start calling them social media? What is social media marketing? Are companies doing it right? Does it make sense to send your website visitors to Twitter and Facebook? Do people really want to "engage" with brands? Do companies really want to have "conversations" with their customers? What is the value of a Facebook "like"? What is "organic reach"? What happens now that the free lunch is over? - - - The 15 Questions: 1. What are social networks? 2. What are social media? 3. What is social media marketing? 4. Are companies doing it right? 5. Why are companies sending people over to social media? 6. Does it make sense? 7. Do people really want to engage with brands? 8. Do companies really want to engage with their companies? 9. Are social media useful for customer service? 10. What is the value of a Facebook “like”? 11. What does “earned media” mean? 12. What is “organic reach”? 13. Is the free lunch over? 14. What happens now? 15. What is the dumbest social media stunt ever? - - - Download it now: it's a smart 15 minutes' read.
This is the eBook of the printed book and may not include any media, website access codes, or print supplements that may come packaged with the bound book. For courses in Hospitality Marketing, Tourism Marketing, Restaurant Marketing, or Hotel Marketing. Marketing for Hospitality and Tourism, 7/e is the definitive source for hospitality marketing. Taking an integrative approach, this highly visual, four-color book discusses hospitality marketing from a team perspective, examining each hospitality department and its role in the marketing mechanism. These best-selling authors are known as leading marketing educators and their book, a global phenomenon, is the leading resource on hospitality and tourism marketing. The Seventh Edition of this popular book includes new and updated coverage of social media, destination tourism and other current industry trends, authentic industry cases, and hands-on application activities.
Provides research on the emergent issue of the Internet as a central organizing platform for integrating marketing communications.
Drawing on an expanding array of intelligent web services and applications, more and more people are creating, distributing and exploiting user-created content (UCC). This study describes the rapid growth of UCC, its increasing role in worldwide communication, and discusses policy implications.
Author: Nicholas Negroponte
In lively, mordantly witty prose, Negroponte decodes the mysteries--and debunks the hype--surrounding bandwidth, multimedia, virtual reality, and the Internet, and explains why such touted innovations as the fax and the CD-ROM are likely to go the way of the BetaMax. "Succinct and readable. . . . If you suffer from digital anxiety . . . here is a book that lays it all out for you."--Newsday.
Author: Dan Forsberg, Günther Horn, Wolf-Dietrich Moeller, Valtteri Niemi
Publisher: John Wiley & Sons
A concise, updated guide to the 3GPP LTE Security Standardization specifications A welcome Revised Edition of the successful LTE Security addressing the security architecture for SAE/LTE, which is based on elements of the security architectures for GSM and 3G, but which needed a major redesign due to the significantly increased complexity, and different architectural and business requirements of fourth generation systems. The authors explain in detail the security mechanisms employed to meet these requirements. The specifications generated by standardization bodies only inform about how to implement the system (and this only to the extent required for interoperability), but almost never inform readers about why things are done the way they are. Furthermore, specifications tend to be readable only for a small group of experts and lack the context of the broader picture. The book fills this gap by providing first hand information from insiders who participated in decisively shaping SAE/LTE security in the relevant standardization body, 3GPP, and can therefore explain the rationale for design decisions in this area. A concise, fully updated guide to the 3GPP LTE Security Standardization specifications Describes the essential elements of LTE and SAE Security, written by leading experts who participated in decisively shaping SAE/LTE security in the relevant standardization body, 3GPP Explains the rationale behind the standards specifications giving readers a broader understanding of the context to these specifications Includes new chapters covering 3GPP work on system enhancements for MTC, plus application layer security in ETSI TC M2M and embedded smart card in ETSI SCP; Security for Machine-type Communication, Relay Node Security, and Future Challenges, including Voice over LTE, MTC, Home base stations, LIPA/SIPTO, and New Cryptographic Algorithms Essential reading for System engineers, developers and people in technical sales working in the area of LTE and LTE security, communication engineers and software developers in mobile communication field.
The reputation of an organisation influences who we buy from, work for, supply to and invest in. Intangible assets, of which reputation forms an important part, account for well over 50 per cent of the value of the Fortune 500 and even more in the case of the FTSE 100. This fourth edition of Risk Issues and Crisis Management in Public Relations has been completely revised and aims to define reputation, explores how to value it and provides practical guidelines for effective reputation management. This latest edition features new sections on the effects of recent world events, Corporate Social Responsibility, climate change and sustainability, legal revisions and the use of the Internet in a crisis. Featuring new case studies on Oxfam V Starbucks, Sony, Dell, Ribena, BP, Bernard Matthews and the bird flu issue, Northern Rock, Walmart, Celebrity Big Brother 07, the Cadbury Salmonella outbreak, the Virgin train crash and the Buncefield Oil Explosion, the book charts how rapidly the reputation management agenda moves and yet how slowly business learns.
Human + Machine
Author: Paul R. Daugherty, H. James Wilson
Publisher: Harvard Business Press
AI is radically transforming business. Are you ready? Look around you. Artificial intelligence is no longer just a futuristic notion. It's here right now--in software that senses what we need, supply chains that "think" in real time, and robots that respond to changes in their environment. Twenty-first-century pioneer companies are already using AI to innovate and grow fast. The bottom line is this: Businesses that understand how to harness AI can surge ahead. Those that neglect it will fall behind. Which side are you on? In Human + Machine, Accenture leaders Paul R. Daugherty and H. James (Jim) Wilson show that the essence of the AI paradigm shift is the transformation of all business processes within an organization--whether related to breakthrough innovation, everyday customer service, or personal productivity habits. As humans and smart machines collaborate ever more closely, work processes become more fluid and adaptive, enabling companies to change them on the fly--or to completely reimagine them. AI is changing all the rules of how companies operate. Based on the authors' experience and research with 1,500 organizations, the book reveals how companies are using the new rules of AI to leap ahead on innovation and profitability, as well as what you can do to achieve similar results. It describes six entirely new types of hybrid human + machine roles that every company must develop, and it includes a "leader’s guide" with the five crucial principles required to become an AI-fueled business. Human + Machine provides the missing and much-needed management playbook for success in our new age of AI.