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Gender Intelligence
￥155.02
World-renowned experts on Gender Intelligence argue that it is time to move beyond politics and fairness to build an economic business case for gender diversity in the workplace.For too long, companies have played the numbers game attempting to tackle the problem of gender imbalance through affirmative action, numeric standards, and quotas. Yet these efforts have had no measurable impact on the number of women in leadership or on a company's bottom line. Meanwhile, the dominant paradigm of traditional business remains the same.In Gender Intelligence, Barbara Annis and Keith Merron introduce a revolutionary and effective approach that is fundamentally altering the cultures of major corporations around the world. They uncover the forces that create the current condition of gender inequality and reveal, for the first time, the powerful principles that are bringing about a shift in thinking. They highlight organizations that have made the transformation from a focus on gender equity to the more powerful objective of welcoming the natural differences between men and women, which ultimately produces greater economic value. Gender Intelligence proves that the true measure of gender equality does not reside in a percentage but in the untapped power of men and women openly working and winning together.
HarperCollins e-books
￥140.08
All In: Poker Night Lessons for Winning Big at Your Career goes beyond any of the other bestselling poker books on the market and at last tells you how to put your poker playing skills to use in the business world. What if the rules and strategies of poker were the same as those More...you use in your real lifeWhat if your real life were an exciting game filled with challenging opponents and chances to win bigWhat if your job was as much fun as your weekly poker gameWell, it can be - and All in will show you how. With this book you'll learn how to: know the rules and know your opponent; define your playing style and leave your emotions at the door; make the most out of a great hand and minimize your mistakes; know when and how to bluff, and know when you're beat; and always keep them guessing, and know when to go all in! The modern-day world of corporate politics is very similar to poker. It's a game where anticipating your opponent's next move and making educated guesses at the cards they hold in their hand is just as important as knowing how to play your own hand and having a strategy for how you want to be perceived by others. All you have to know are the basic rules of the game to benefit from this book. Its theories and ideas can be applied to all facets of the business world. From the student to the CEO, anyone who is looking for a way to take control of their career and have fun while doing it will benefit from this book.
Fascinate
￥151.10
What triggers fascination, and how do companies, people, and ideas put those triggers to useWhy are you captivated by some people but not by othersWhy do you recall some brands yet forget the restIn a distracted, overcrowded world, how do certain leaders, friends, and family members convince you to change your behaviorFascination: the most powerful way to influence decision making. It's more persuasive than marketing, advertising, or any other form of communication. And it all starts with seven universal triggers: lust, mystique, alarm, prestige, power, vice, and trust. Fascination plays a role in every type of decision making, from the brands you choose to the songs you remember, from the person you marry to the employees you hire. And by activating the right triggers, you can make anything become fascinating.To explore and explain fascination's irresistible influence, Sally Hogshead looks beyond marketing, delving into behavioral and social studies, historical precedents, neurobiology and evolutionary anthropology, as well as conducting in-depth interviews and a national study of a thousand consumers, to emerge with deeply rooted patterns for why, and how, we become captivated.Hogshead reveals why the Salem witch trials began with the same fixations as those in Sex and the City. How Olympic athletes are subject to obsessions similar to those of fetishists. How a 1636 frenzy over Dutch tulip bulbs perfectly mirrors the 2006 real estate bubble. And why a billion-dollar "Just Say No" program actually increased drug use among teens, by activating the same "forbidden fruit" syndrome as a Victoria's Secret catalog.Whether you realize it or not, you're already using the seven triggers. The question is, are you using the right triggers, in the right way, to get your desired resultThis book will show you.
SuperFreakonomics, Illustrated edition
￥223.92
Seeing is believing . . . The Smash Hit SuperFreakonomics is now Bigger and Better SuperFreakonomics was an instant New York Times bestseller that caused a media uproar, continuing the amazing success begun with the groundbreaking, worldwide sensation Freakonomics.With the Illustrated Edition, Steven D. Levitt and Stephen J. Dubner bring alive their smart thinking and great storytelling with an explosion of visual evidence, including: A by-the-numbers tally of a high-priced call girl's career, and a tracking sheet from an intensive survey of Chicago street prostitutes. A visual quiz that lets you pit your memory against the memory of a chess grand master. Images of the hurricane-killing machine and other geo-engineering inventions described in SuperFreakonomics. A look into whether doctors are better at saving lives in TV dramas or in real hospitals. Whether probing the intricacies of sex change oper-ations, the effectiveness of child car seats, or what really motivates people to do good, the Illustrated Edition of SuperFreakonomics employs photographs, drawings, and graphs that will lead readers to see the world in a bold, fresh way.
The Money in You!
￥72.70
From New York Times bestselling financial guru Julie Stav comes The Money in You!, a spot-on primer that pinpoints your financial personality, thus helping you to overcome the self-imposed hurdles that keep you from living the rich life of your dreams. Socrates' guiding rule was "Know thyself." These words are of eternal significance, and, arguably, no better advice has ever been given to man or woman. Yet, what would Socrates have said if he had to dispense practical financial advice in today's hyper-spending, debt-saturated climateWith the myriad pressures involved in building wealth, instilling practical spending habits in ourselves and our kids, and ultimately establishing a life in which money is abundant and our fiscal future secure, undoubtedly he would tell us, "Know thy financial self." In The Money In You!, Julie Stav introduces us to five different financial personality types. According to Julie, it is our financial nature—the way we handle money matters—that forecasts our financial future. Julie shows readers that no amount of data or market expertise trumps the fundamental truth we all forget—that building wealth, attaining security, and establishing personal success can only be achieved when we recognize our strengths and weaknesses. If we are in touch with our motivations, our desires, and our innate tendencies, we can shed the guilt of making the same mistakes over and over; we can halt the vicious cycle of overspending, debt, and ruined relationships. It is then that we are able to restructure our lives to fit our individual goals, whether it's learning to play the stock market or just saving for shoes. Finally, Julie shows us how to establish healthy relationships with the people who are affected by our financial decisions, and who affect us with theirs. Endlessly entertaining, this book will initiate feisty discussions over just who we are and how we interact with others. Julie Stav will both delight and inform.
The Breakthrough Imperative
￥149.26
Every general manager today all the way up to the CEO is expected by his or her stakeholders to achieve new breakthroughs in performance and fast. Those who don't make visible progress toward that goal within the first year or two will likely find themselves looking for another job. It is precisely because of this growing breakthrough imperative that managers today, whether in corporations or nonprofits, need to get off to a fast start. They don't have time for mistakes or for going back and redoing what they should have done right in the first place. But, despite the intensity of these pressures, despite the high expectations and short time frames, a number of CEOs and general managers turn in truly exceptional results. How do they meet and exceed the breakthrough imperativeTo answer this question, consultants and former managers Mark Gottfredson and Steve Schaubert interviewed more than forty CEOs from both industry and the nonprofit sector, conducted an intensive study of what successful managers do right and what some do wrong and drew on their own combined fifty-plus years of experience at Bain & Company, where their insights have consistently been found in the pages of the Harvard Business Review. Together they came up with the four straightforward principles deceptively simple yet remarkably powerful that everyone must follow to succeed at achieving breakthrough results: 1. Costs and prices always decline2. Competitive position determines options3. Customers and profit pools don't stand still4. Simplicity gets results Although seemingly simplistic, mastering these four laws means mastering the basics of great management a foundation on which to build the rest of one's management strategy. Whether you're managing a small work group or a multinational corporation, a single division or an entire nonprofit, The Breakthrough Imperative presents these core laws of business to help you determine where you are, just how far you can go, and how to get there with stellar results.
The 24-Hour Customer
￥151.53
Time is not money.Time is more important than money. Today's customers are overwhelmed, overworked, and overstressed, and it seems that everyone from CEOs to soccer moms is short on time and inundated with information. As a result, despite the availability of 24/7 commerce and countless ways of engaging people in our multiscreen (mobile, TV, and PC) economy, companies find it more difficult than ever to claim even a fraction of the 1,440 minutes in their customers' precious 24 hours. In The 24-Hour Customer, Adrian C. Ott, CEO of a successful Silicon Valley consultancy, argues that companies need to strategically harness the ebbs and flows of customer time and attention in order to win in today's competitive landscape. She explores the economics of time and attention, including why customers will devote hours addicted to social networks, yet will say "I have no time!" to other offerings. Based on extensive research and real-world results with market-leading companies, this book provides tools, such as Time-Value Tradeoffs and Time-ographics, that pinpoint opportunities to increase revenue and gain market traction. Filled with fascinating case studies from companies like Johnson Johnson, Amazon, and iPhone app start-ups, The 24-Hour Customer offers fresh ideas for capitalizing on the elements of time, attention, and value to innovate never-before-considered products, services, and programs for today's ber-connected, multitasking customer. Readers will discover how: Zipcar utilized time-slicing to redefine automobile ownership and grew by 70 percent, while the auto industry struggled in 2009; Netflix, Hulu, and others time-shifted to movies on-demand, ultimately restructuring the entertainment industry; P&G leveraged inattention by enabling habit-formation for some of its most successful brands. This book shares the latest strategic weapons for achieving market leadership and will change the way executives think about their businesses and their customers.
Attention All Passengers
￥151.10
Award-winning journalist and leading consumer advocate William J. McGee offers a shocking, essential exposé that reveals the real state of the "friendly skies."From outsourced call centers in India to the Alabama location where all lost baggage ends up, William J. McGee crisscrossed the country and traveled around the globe immersing himself deep into the world of commercial airlines. And what he found was shocking.McGee interviewed countless industry insiders pilots, TSA security screeners, FAA inspectors, legislators, the CEOs of the major carriers, and even Ralph Nader and Steven Slater, the disgruntled flight attendant who famously jettisoned a JetBlue flight. Here he reveals how airline executives are cutting costs in "a mad race to the bottom" by delegating flights to second-tier regional airlines and outsourcing critical aircraft maintenance and repairs to unlicensed "mechanics" in China, Singapore, Mexico, and El Salvador. And while the U.S. airlines have raked in tens of billions of dollars for checked baggage alone in recent years, our skies (and our airports) are not getting any safer. What's more, McGee explains how both political parties and all branches of the U.S. government have conspired to place corporate interests above the interests of consumers, workers, the nation's economy, and even the planet itself. Attention All Passengers will change the way you view the airline industry and make you think twice the next time you see the fasten seat belts sign.
Yes, And
￥162.76
The Second City has launched the careers of celebrated comic performers such as Tina Fey and Stephen Colbert and produced award-winning content. But it's the actual improvisational process developed and honed over the years by The Second City that has become its legacy. Players master an ability to co-create in ensembles, using philosophies that celebrate a "Yes, And" approach. They embrace authenticity and failure, and espouse the idea of "following the follower," which allows any member of the team to assume a leadership role. For more than two decades, The Second City has taken these same principles in thousands of corporate clients, showing leaders how to apply the tools of improv to common business challenges. Here, for the first time, Second City executives Kelly Leonard and Tom Yorton describe how you can use the same skills that thrill audiences around the world to improve your emotional intelligence, increase creativity, and learn to pivot out of tight and uncomfortable situations. In this engaging, often humorous, and highly practical book, you will learn how to become a more compelling leader and a more collaborative follower by employing the seven elements of improv: Yes, And, by which you give every idea a chance to be acted on; Ensemble, reconciling the needs of individuals with those of the broader team; Co-creation, which highlights the importance of dialogue in creating new products, processes, and relationships; Authenticity, or being unafraid to speak truth to power, challenge convention, and break the rules; Failure, teaching us that not only is it okay to fail, but we should always include it as part of our process; Follow the Follower, which gives any member of the group the chance to assume a leadership role; Listening, in which you learn to stay in the moment, and know the difference between listening to understand and listening merely to respond. When we are fiercely following the tenets of improvisation, we generate ideas both quickly and efficiently, we weather storms with more aplomb, and we don't work burdened by a fear of failure. Even better, these qualities are fully transferable to our lives outside the office. More people are beginning to recognize what The Second City has known for a long time: In the midst of a revolution in how we learn, communicate, and work, professional success often rests on the same pillars that form the foundation of great comedy: Creativity, Communication, and Collaboration. That's where improvisation comes in.
Living on the Fault Line
￥152.92
The fault line -- that dangerous, unstable seam in the economy where powerful innovations and savage competition meet and create market-shattering tremors. Every company lives on it; no manager can control it. In the original edition of Living on the Fault Line, Geoffrey Moore presented a compelling argument for using shareholder value (or share price) as the key driver in management decisions. Moore now revisits his argument in the post-Internet bubble world, proving that the methods he espouses are more germane than ever and showing companies how to use them to survive and thrive in today's demanding economy. Extending the themes of Crossing the Chasm and Inside the Tornado, his first two books on the dynamics of the high-tech markets, Moore shows why sensitivity to stock price is the single most important lever for managing in the future, both as a leading indicator of shifts in competitive advantage and as an employee motivator for making necessary changes in organizations heretofore impervious to change. This revised and updated edition includes: A deeper emphasis on core versus context, which has emerged as the key distinction in allocating resources to improve shareholder value A new Competitive Advantage Grid that will aid managers in achieving and sustaining competitive advantage, the most important component in managing for shareholder value An expanded Value Discipline Model as it relates to the Competitive Advantage Grid Analysis of the powerful new trend toward core/context analysis and outsourcing production duties Updated models of organizational change for each stage of market development As disruptive forces continue to buffet the marketplace and rattle the staid practices of the past, Moore offers a brilliant set of navigational tools to help meet today's most compelling management challenges.
William Morrow
￥132.87
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.
Smartcuts
￥149.48
Serial entrepreneur and journalist Shane Snow delves into the reasons why some people and some organizations are able to achieve incredible things in implausibly short time frames, showing how each of us can use these "smartcuts" to rethink convention and accelerate success.Why do some companies attract millions of customers in mere months while others flopHow did Alexander the Great, YouTube phenom Michelle Phan, and Tonight Show host Jimmy Fallon dash to the top in less time than it takes most of us to get a midlevel promotionHow do high-growth businesses, world-class heart surgeons, and underdog marketers beat the norm?Like computer hackers, a handful of innovators in every era use lateral thinking to find better routes to stunning accomplishments. Throughout history, the world's biggest successes have been achieved by those who refuse to follow the expected course and buck the norm.Smartcuts is about bucking the norm. In it, Snow shatters common wisdom about success, revealing how conventions like "paying dues" prevent progress, why kids shouldn't learn multiplication tables, and how, paradoxically, it's easier to build a huge business than a small one.Smartcuts tells the stories of innovators who dared to work differently and lays out practical takeaways for the rest of us. It's about applying entrepreneurial and technological concepts to success, and how, by emulation, we too can leapfrog competitors, grow businesses, and fix society's problems faster than we think.
Women Want More
￥157.15
Haven't women gotten everything they wantEconomic powerSocial influenceBusiness cloutYes, but it turns out that these fantastic gains have come at a heavy price, as consumer goods experts Michael J. Silverstein and Kate Sayre discovered in an unprecedented study of 12,000 women in forty countries.That relentless upward climb has left women feeling stressed out, time starved, and overburdened. As a result, they look to products and services that will help them claw back time, juggle multiple roles, and capture a few moments of enjoyment.Women want more much more, in every category of goods and services. And no matter what their age or economic situation or where they live in the world, women will spend trillions of dollars over the next decade on the brands that truly deliver: Home-cleaning products that enable women to do in an hour what used to take a day Financial-services products that recognize that women control half the United States' wealth Food products that help keep the whole family happy and healthy Health care services designed for working-women's hectic schedules In the coming years, women's influence will be so enormous that it will not only help bring us out of the economic downturn but also create one of the most dramatic market opportunities of our lifetime bigger than the rise of China and India; more sustainable than any bailout package.Through quantitative data, profiles of individual women, and stories of winning companies, Women Want More provides business leaders with the understanding and practices they need to capture their share of the rising "female economy."
Necessary Endings
￥155.02
End Pain.Foster Personal and Professional Growth.Live Better. While endings are a natural part of business and life, we often experience them with a sense of hesitation, sadness, resignation, or regret. But consultant, psychologist, and bestselling author Dr. Henry Cloud sees endings differently. He argues that our personal and professional lives can only improve to the degree that we can see endings as a necessary and strategic step to something better. If we cannot see endings in a positive light and execute them well, he asserts, the "better" will never come either in business growth or our personal lives.In this insightful and deeply empathetic book, Dr. Cloud demonstrates that, when executed well, "necessary endings" allow us to proactively correct the bad and the broken in our lives in order to make room for the professional and personal growth we seek. However, when endings are avoided or handled poorly as is too often the case good opportunities may be lost, and misery repeated. Drawing on years of experience as an executive coach and a psychologist, Dr. Cloud offers a mixture of advice and case studies to help readers know when to have realistic hope and when to execute a necessary ending in a business, or with an individual; identify which employees, projects, activities, and relationships are worth nurturing and which are not; overcome people's resistance to change and create change that works; create urgency and an action plan for what's important; stop wasting resources needed for the things that really matter. Knowing when and how to let go when something, or someone, isn't working a personal relationship, a job, or a business venture is essential for happiness and success. Necessary Endings gives readers the tools they need to say good-bye and move on.
Dey Street Books
￥151.53
The quintessential self-made man, master of brand identity, New York Times bestselling author, and award-winning executive KISS's Gene Simmons shares his manifesto for business success.KISS did not become one of the most successful rock bands in history by accident. Long before he first took the stage, Gene Simmons had a clear-cut operating plan for the business. Over the past forty years, KISS has sold more than 100 million CDs and DVDs worldwide and manages 5,000 licensed merchandise items from comic books and coffins to action figures and video games. The band received a star on the Hollywood Walk of Fame, and in 2014 was inducted into the Rock and Roll Hall of Fame. In addition to KISS, Simmons's lucrative ventures include two hit reality shows, a professional sports team, a restaurant chain, and a record label. A recipient of the Forbes Lifetime Achievement Award, this brilliant executive runs all of his businesses on his own no personal assistant, few handlers, and as little red tape as possible.In Me, Inc., Simmons gives aspiring entrepreneurs the critical tools they need to succeed. He discusses how to build a solid business strategy, harness the countless tools available in the digital age, educate yourself, and be the architect for the business entity that is you. Inspired by The Art of War, Me, Inc. is organized around thirteen specific, easy-to-understand principles for success "The Art of More" drawn from Simmons's own triumphs and failures. From finding the confidence necessary to get started, to surrounding yourself with the right people, to knowing when to pull the plug and when to double-down, these principles can help you attain the freedom and wealth of your dreams.
Often Wrong, Never in Doubt
￥138.19
It's not a question. It is a philosophy to live by. It's Donny Deutsch's motto. And it is the secret possessed by every person with the right stuff the one-in-a-hundred who gets to the top of their team, their company, their business, their industry.If there is an assignment or a promotion up for grabs, a client or account looking for new answers, do you know how to go for itDonny Deutsch built a billion-dollar media business asking himself the basic question, "Why Not Me?" Once the reader asks and answers that question, a world of opportunity opens up. It is a tool to motivate people, build a business, and create a business culture.Often Wrong, Never in Doubt is an inspirational book from one of America's most colorful and exciting entrepreneurs. It's Donny's story. In a fun conversation with the reader, Donny lays out the core principles that propelled him to create tremendous wealth, build a huge and influential business, and become a national personality. Using inside stories of the media, the advertising industry, and a youth spent growing up on the streets of New York, Donny gives the commonsense bottom line that he has learned along the way, broken down into real, relevant, and inspiring lessons that will be useful to everyone from the front-line salesperson to the middle manager to the successful corporate executive. (It's also a useful guide for dating.)
The Chasm Companion
￥141.57
In The Chasm Companion, The Chasm Group's Paul Wiefels presents readers with a new analysis of the ideas introduced in bestselling author Geoffrey Moore's classic books, Crossing the Chasm and Inside the Tornado, and focuses on how to translate these ideas into actionable strategy and implementation programs. This step-by-step fieldbook is organized around three major concepts: how high-tech markets develop, creating market development strategy, and executing go-to-market programs based on the strategy.
Ricardo's Law
￥24.44
This book offers the first comprehensive assessment of Tony Blair's premiership and his Third Way project. It reveals the hidden flaw in the market economy which explains why politicians, of all parties, cannot keep their grand promises. Blair promised to reform the Welfare State - the pact between people and their governments to abolish the evils of poverty and ignorance. In fact, however, despite a record three election victories in a row, the gap between rich and poor widened. The reason, the author argues, is the method government relies on to raise taxes. Contrary to intention, the tax burden on low-income earners increased, while property owners have enjoyed record capital gains. The outcome is over ?1trillion indebtedness which renders tens of thousands of families vulnerable to bankruptcy and the loss of their homes in the next recession. Fred Harrison reveals how taxpayers’ money is channelled behind the scenes, through ‘the invisible hand’, from poor to rich people and from poor to rich parts of the country. Public spending, for example on roads, railways, schools and hospitals, makes a major contribution to rising land values. These benefit house and other property owners, rich ones more than poor ones, desirable locations and asset-rich parts of the country more than poor ones, but those who rent their properties do not share in the windfall gains. In fact, they have to pay rising rents. Taking Britain as a case study, Harrison escorts the reader along an old Roman road from south to north to pin-point how poverty is institutionalised in the growing divide between rich and poor. Along the way he illuminates the inner workings of tax policies and property rights that similarly afflict all market economies Tax reform is on the political agenda in the West, but politicians continue to believe their consultants who tell them that 'broad-based' taxes are necessary. Harrison challenger this conventional wisdom and explains that the market economy needs to integrate the prices charged for public services with the prices charged for all other goods and services. This model is based on people, including the rich, paying for, and in proportion to, the benefits they receive, which really would be progressive. This reform has a further benefit. It would enable the European and American economies to face the challenge of the newly emerging economies and remain competitive in the global markets of the 21st century.
Institutional Foundations of Impersonal Exchange
￥488.54
Governments and development agencies spend considerable resources building property and company registries to protect property rights. When these efforts succeed, owners feel secure enough to invest in their property and banks are able use it as collateral for credit. Similarly, firms prosper when entrepreneurs can transform their firms into legal entities and thus contract more safely. Unfortunately, developing registries is harder than it may seem to observers, especially in developed countries, where registries are often taken for granted. As a result, policies in this area usually disappoint. ?Benito Arruada aims to avoid such failures by deepening our understanding of both the value of registries and the organizational requirements for constructing them. Presenting a theory of how registries strengthen property rights and reduce transaction costs, he analyzes the major trade-offs and proposes principles for successfully building registries in countries at different stages of development. Arruada focuses on land and company registries, explaining the difficulties they face, including current challenges like the subprime mortgage crisis in the United States and the dubious efforts made in developing countries toward universal land titling. Broadening the account, he extends his analytical framework to other registries, including intellectual property and organized exchanges of financial derivatives. With its nuanced presentation of the theoretical and practical implications, Institutional Foundations of Impersonal Exchange significantly expands our understanding of how public registries facilitate economic growth.
The Real-Life MBA
￥92.41
Business authors Jack and Suzy Welch return, nearly a decade after publishing their international bestseller, Winning, to tackle the most pressing business challenges in the modern world. From creating winning strategies to leading and managing others The Real Life MBA acts as an essential guide for every person in business today - and tomorrow. You can talk about theories, concepts, and ideologies all you want, but when it gets right down to it, winning in business is all about mastering the gritty, inescapable, make-or-break, real-life dilemmas that define the new economy, the old economy, and everything in between. My boss is unbearable. I’m stuck in career purgatory. My team lacks enthusiasm. Our IT department is incompetent. Our strategy is outdated. We don’t understand our Chinese partners. We’re just not growing. This is the real stuff of work today. In the decade since their international best-seller Winning was published, Jack and Suzy Welch have dug deeper into the world of business than ever before , travelling the world consulting to businesses of every size and in every industry, working closely with entrepreneurs from Mumbai to Silicon Valley, starting their own company, and owning and managing more than 40 companies through private equity. Coupled with Jack’s 20 years of iconic leadership at GE and Suzy’s tenure as editor of the Harvard Business Review, their new database of knowledge infuses the pages of The Real Life MBA with fresh, relevant stories and equally powerful solutions.
Erelem: eszetlen szerelem
￥48.97
Vannak ügyfelei??Vev?i??Vásárlói??Akkor erre a k?nyvre szüksége van!?A Királyok vagy zsarnokok? ?gyfélpanasz 2.0 cím? k?nyv??sszefoglalja az ügyfélpanaszok kezelésének jó gyakorlatát. Jellegzetes esetpéldákon keresztül dolgozza fel az ügyfélpanasz kezelés buktatóit, bemutatja a legfontosabb kutatásokat is.? Egy k?nyv a vev?visszajelzések fontosságáról és a panaszkezelésr?l.?Amit megtudhat a Királyok vagy zsarnokok? ?cím? k?nyvb?l: Miért olyan fontosak a vásárlók d?ntéseiben a korábbi vásárlók visszajelzései? Tényleg mindig a vev?nek van igaza? Hogyan lesz kommunikációs krízishelyzet egyetlen ügyfélpanaszból? Mit tanulhatsz meg mások hibáiból, nevezetes ügyfélpanaszokból? Hogyan használható a szájreklám és a social listening a panaszkezelésben? Mire jók az ügyfélszolgálati chatbotok? Hogyan segít a mesterséges intelligencia a panaszkezelésben? Mi a social media ügyfélszolgálat? A k?nyv szerz?je Vas Dóra, kríziskommunikációs szaktanácsadó, online kommunikációs szakember.
